A 100% scalable cloud contact center solution that puts your customers in the driver’s seat of their interactions with your company.
Leveraging multimedia engagement, business intelligence, collaboration, mobility, and analytical tools, you’ll set an industry-standard in customer experience.
Boost Customer Interactions with Omnichannel Engagement for Your Contact Center
An all-inclusive, one-stop ticket to their service of choice, on any channel they demand.
UniVoIP’s Omnichannel Cloud Contact Center Solution ensures a truly customer-centric communication strategy delivered seamlessly across all customer service touchpoints, including SMS, email, SM, web chat, voice, and self-service options on any device. Leading the industry in innovation, UniVoIP’s enterprise-grade contact center technology is hosted and managed on a single platform, allowing agents and supervisors to engage, monitor and proactively service customers on their favorite media channel of choice, at a time that is most convenient for them.
Why Migrate Your Contact Center
Improve Agent Productivity
Stop blindly training contact center agents and start intelligently coaching agents more efficiently. With full visibility into each customer-agent interaction from advanced features like call recording and screen recording, your supervisors are equipped with actionable insights that allow for the improvement of Key Performance Indicators (KPIs), and ultimately, an increase in customer satisfaction and sales.
Easily Scale as You Grow
Requiring minimal on-site hardware and software, you’re given the flexibility to scale phone lines, agents, and features in real-time. Adding new phone lines or call routing structures to accommodate for fluctuations in customer call volume is easily monitored and managed from a single user interface.
Integrate a Remote Workforce
Allowing for “homeshoring” and hiring the best agents from around the globe, UniVoIP’s Omnichannel Contact Center Technology gives agents and supervisors 100% access to features and functionality from any device, at any time and from any location. Your team will remain fully available, active, and productive to ensure that you’re delivering the ultimate customer service experience, delivered on-time, every time.
Standardize Your Global Customer Experience
Offering a centrally managed platform, you’ll better understand overall customer preferences, customer service bottlenecks, and agent productivity gaps to uniformly optimize your brand’s customer experience.
Optimize Your Workforce While Reducing Costs
With advanced forecasting tools, utilizing historical contact center data, your supervisors will easily predict future communication traffic volumes and agent workloads to improve overall business processes, while reducing contact center expenses.
Effortlessly Maintain Service Level Objectives
UniVoIP’s Omnichannel Contact Center technology provides you with the necessary planning tools to define and refine basic contact center framework and maintain service level objectives.
Solutions Designed for Your Contact Center
Advanced Management Tool
Providing a 360° view of all cloud contact center activities, agents and supervisors are equipped with real-time functionality from a single user interface that is accessed via a web, desktop, or mobile client.
Interactive Voice Response (IVR)
Facilitating identification, segmentation, and routing of all incoming calls to the most appropriate agent to service the customer’s needs, IVR is a customizable automatic planning tool that effortlessly allows you to automate, prioritize, personalize, and manage high call volume.
Features and Functionality:
- Call Recording
- Software Integration
- PC and Web Client
- Softphone Capabilities
- Analytical Reporting
- Queue Status Monitoring
- Email, SMS, and Voice Queuing
- Call Monitoring
- Call Barging
- Voice ACD Agent
- Real-Time and Historical Reporting
- Automatic Routing
- Multimedia technology
Maximize Profitability with Intelligent Agent-Customer Interactions
Replace disintegrated contact centers and service customers faster.
UniVoIP’s Omnichannel Cloud Contact Center Solution is a fully integrated customer experience platform with custom application integration capabilities to improve overall control and flexibility of your existing IT investments, like your CRM. By facilitating transparency and efficiency of workflows, increasing interoperability between departments, and providing rich insight for informed decision-making, your agents will be equipped more than ever to simplify, speed up, and refine workflows.
Solutions to Collect Real-Time Data and Analytics
Providing your agents and supervisors with real-time and historical analytical reporting, accessed through more than 400 best practice report templates as well as customized reporting capabilities, you’ll be able to systemically identify and address ongoing areas for improvement of your customer experience cycle.
UniVoIP’s Impact on KPIs:
- Improved First Contact Resolutions
- Optimized Call Handling Time
- Reduced Average Caller Time in Queue
- Dropped Abandonment Rate
Contact Center Reports
Optimize Service with Customer Interaction Intelligence
Empowering your contact center to deliver optimal quality of service (QoS), UniVoIP’s Screen Recording feature records the audio of the agent’s phone call while simultaneously recording the agent’s desktop screen activity. This allows your supervisors to later monitor, evaluate, and grade agents on how efficiently they serviced a customer during any given interaction, as well as identify proficiencies when leveraging PC applications that aid in handling customer service requests in the quickest amount of time.
Top Benefits for Contact Centers
- Customized Training to Improve Productivity
- Complete Transparency of Agent Activity
- Improve QoS to Promote Best-Practice Performance
- Identify Challenges to Improve Workflow
- Analysis Capability for Desktop and User Interface
Our Commitment to You
24/7/365 Support
At UniVoIP, we put our customers first. We guarantee business outcomes and deliver more than just cloud solutions – we deliver an unparalleled customer experience that sets us apart from the rest. We take a one-on-one approach to customer service, ensuring that our customers are supported every step of the way.
Our UniVoIP Success Team is made up of highly skilled, passionate IT professionals, consistently trained to provide you the most rewarding customer experience in the industry.
Cloud Contact Center Solutions
Purchasing Guide
Our Omnichannel Contact Center Solution is perfect for inbound and outbound contact centers, customer service departments, small businesses to large enterprises, sales and telemarketing companies, and more.
Simply put, if you’re a business interested in building customer loyalty, increasing sales, avoiding lost opportunities, establishing a consistent and professional experience, and/or gaining a lead on your competition, our contact center solutions are a fit for you.
The Industries We Serve…
Ready to Upgrade Your Contact Center?
Get a free assessment of existing communication infrastructure – one-on-one, customized consultation for your specific challenges, custom-designed contact center solutions for your budget.
