Contact Center

Enhance and streamline your customer’s experience with our advanced cloud contact center platform

VOICE SERVICE

Each UC-CC agent gets our user bundle for voice and video calling, at no additional charge.

WEB PORTAL INTERFACE

The UC Contact Center web portal is the agent’s one-stop-shop to take calls, enter wrap-up codes, consult a supervisor, and much more.

CUSTOMIZABLE CALL ROUTING

Use our drag-and-drop call flow builder to configure routing exactly the way you want – including auto attendant menus, skills-based routing, scheduling, greetings, and more.

AUDIO CALL BACKS

Let your customer go on with their day without having to wait on hold. The caller can enter their phone number and receive a call back when an agent becomes available.

SUPERVISOR DASHBOARD

Presents supervisors with an intuitive real-time view of all calls and agents. The dashboard also shows a historical snapshot for the past few hours, providing insight on recent trends.

DYNAMIC REPORTING

Supervisors can run and schedule reports based on specific queues, agents, teams, entry points, and more. Reports are customizable and exportable.

CALL MONITORING

Supervisors can monitor calls for their team, the queue, or a specific agent; then either escalate to a Whisper Coaching mode or fully barge-in on the monitored call.

CALL RECORDING

Supervisors can record calls for agents and/or queues. Call recording can range from all-day/every-day to a percentage of calls, specific days, or any combination thereof.

WRAP-UP AND IDLE CODES

Agents can set their status or specify a code for the resolution of a given call. All codes are pre-defined by the supervisor.

OUTBOUND DIALING

Agents can manually place outbound calls on behalf of the queue.

Why Choose Us For Your Contact Center?

Work From Anywhere

With a powerful web-based portal, UC-CC enables the agent to place and receive calls from any computer. Not only can you offer your agents more flexibility in where they work, but you’ll also have a great business continuity strategy right out of the box.

Impeccable Customer Service

UC-CC keeps track of all of your customers interactions with your business. During each interaction, the customers history is displayed to the agent so they can deliver the best possible customer service.

Operational Efficiency

Customize your call routing to balance call loads across sites, teams, and agents – regardless of their location. The drag-and-drop call flow builder is intuitive and easy to use.

Quality Assurance

With built-in call recording at no additional cost, you can review exactly what your agents are saying to your customers. Agents can pause recordings to avoid capturing sensitive information such as credit card numbers – and the recording can automatically resume after a specified length of time, just in case the agent forgets to turn it back on.

Insightful Analytics

Dynamic and customizable reports deliver the business metrics that matter most to you. You’ll have the valuable data you need to optimize your customer’s experience, right at your fingertips.

An All-Inclusive Solution

UC-CC includes all the features you really need – such as call recording, custom reporting, and much more – all in one simple bundle at one reasonable price.

Ready To Create Your Perfect Contact Center Solution?

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