contact center

 UNIVERGE BLUE ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services.

• Highly flexible solution including easy deployment for remote / home workers.
• Scalable from the smallest call-centric teams to large multi-channel environments.
• Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience.
• Reduces response time and improves service quality along with caller and agent experiences.
• Compatibility with most CRM and ERP systems and collaborative apps ensures easy adoption and minimizes disruptions.

 Real-time monitoring and permission-based activity reports bring transparency to agent and contact center performance.

• Contact monitoring includes phone, email, and chat interactions.
• Centralized performance data results in more accurate call center reports and analysis.
• Call monitoring can be analyzed by skill set, group provisioning, and agent profile.
• Artificial Intelligence-powered interaction analysis with sentiment and keyword search
• Flexible agent-controlled multimedia recordings can be stored for easy, permission-based online retrieval.
• Customizable agent statuses deliver heightened visibility and assist in the efficient fielding of interactions.

 Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

• Faster, more appropriate, and efficient resolution of calls, with multi-channel options like chat and e-mail to take the conversation beyond voice.
• A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.
• The agent-client is configurable to specific requirements or frequent caller requests.
• Calls can be answered via a built-in smartphone application, a traditional desktop telephone, or over a VoIP connection.
• Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.
• Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates.
• Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand.

 UNIVERGE BLUE ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

• Automatic call distribution can be synchronized based on select function, region, time of day, and by organization - or industry-specific criteria.
• Customized voice prompts allow callers to self-manage their call, retrieving information needed, reaching a specific department or individual, and contacting an agent when required. Easy-IVR wizard makes set up crazy simple!
• Silent mode along with phone and web-based conversation prompts allows supervisors to monitor agent activity to check performance and ensure calls are handled correctly.
• A secure widget-based dashboard provides easy access to real-time reporting on all activity for total transparency.
• Outreach tools power two-way conversations and extend contact center reach while respecting audience preferences