uContact

What is uContact?

uContact is a cloud-based and omnichannel contact center solution that enables users to manage all their voice and text interactions in a single platform. Its features include market-leading dialers, bots, WhatsApp and social media integrations, IVR, real-time dashboards, and drag-and-drop development tools, allowing clients to provide a better customer experience through every channel. uContact's complete voice solution aims to improve performance by 300 with its dialers, including predictive, power, progressive, preview, and voice broadcast capabilities. The system offers inbound, outbound, and blended call/contact centers a centralized platform to control the multiple channels involved in managing sales, collections, and customer service interactions. It incorporates automatic call distribution (ACD), interactive voice response (IVR), recording, web chat, call reporting, and live monitoring, providing users with an all-in-one contact center solution. uContact also facilitates scheduling, reporting analytics, social network management, and coaching technology, enabling users to manage campaigns, reports, security, and dial plans from a single platform. The solution offers distinct benefits for call center agents, such as a unified multichannel inbox, an integrated telephone and notification center, an activity timeline, and gamification and badges, as well as for contact center supervisors, with features like audio recording, agent coaching, and real-time monitoring

Highlights

• Omnichannel capabilities: Manage voice and text interactions in a single platform
• Integrated dialers: Predictive, power, progressive, preview, and voice broadcast dialers to improve performance by 300
• Automated customer service: Interactive voice response (IVR) and bots to handle customer inquiries automatically
• Workflow customization: Drag-and-drop development tools to adapt the solution to each client's needs
• Contact center management: Centralized platform to control multiple channels, including scheduling, reporting, analytics, and social network management
• Agent and supervisor features: Distinct functionalities for call center agents and supervisors to enhance productivity and oversight