Powering a superior customer service experience through multimedia channels
UniVoIP’s 100% scalable multimedia contact center solution is fortified with enterprise-class, resilient architecture that makes it possible for companies to efficiently provide customer service in a blended media environment.
A true multimedia contact center solution providing interactive voice response, advanced productivity, management and monitoring toolsthat offer real-time, historical and life cycle reporting for workforce optimization.
of consumers will always check a website before emailing or calling a company. (Source: Synthetix)
of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels. (Source: Ovum)
of customers that had a negative experience with a company told others about it. (Source: Harris Interactive)
of online consumers said they were more likely to return to a website that offers live chat. (Source: Forrester)
Multimedia Channels Boosting Interactions
Our Cloud Contact Center is engineered to deliver numerous solutions for leading challenges — for multiple industries — in communicating with consumers across different channels. Learn about the benefits of our multimedia Cloud Contact Center’s solutions below.
Empower Customers in a Blended Media Environment
Offer a flexible customer service experience that empowers consumers to interact with your contact center on their media channel of choice — SMS, voice, web chat, email and self-service options. With the right set of tools, your agents are able to attend to all customers more effectively and efficiently on any device, at any time and through any contact channel.
Statistics emphasize the importance of choosing a Cloud Contact Center solution that’s versatile in communication and services. When companies take a multichannel approach to communication, they retain around 89% of their customers — plus, 70% of consumers expect self-service options.
Enhance Agent Productivity with Advanced Management Tools
From a single interface, agents and supervisors leverage real-time functionality that ensures service levels are maintained with every interaction.Gain insight to better monitor and manage productivity with our Cloud Contact Center’s analysis tools, which provide comprehensive real-time and historical reporting that summarizes data on Interactive Voice Response routing, contact center workflows, traffic analysis, queue performance, multimedia interactions and more.
Our Cloud Contact Center solutions also include add-ons to further improve functionality. Choose the add-ons you want, like call monitoring or call barging, to improve your management of contact center teams and provide valuable tools for building their skills as an agent for an enhanced customer experience that guarantees customer satisfaction.
Interactive Voice Response (IVR)
IVR serves as an efficient Cloud Contact Center planning tool. It efficiently facilitates identification, segmentation and routing of callers to the most appropriate agent that can service their needs in the shortest amount of time. Thus, it acts as our Cloud Contact Center’s automatic planning tool that’s adjustable to your daily needs, like active agents and call volume.
Through advanced IVR capabilities your company can automate, prioritize, personalize and manage high call volumes effortlessly. Free your agents to handle more complex cases and automate basic self-service matters including bill pay, appointment reminders, account inquiries and more with our Cloud Contact Center’s call distribution solutions.
Contact Center Management and Planning
UniVoIP’s multimedia Cloud Contact Center puts the right resources in place to handle and accurately forecast agent workload to achieve the desired level of service. Supervisors are equipped with systemic contact center planning tools to define and refine basic contact center framework to achieve and maintain service objectives.
Managing service levels, agents scheduled and average call duration for Call Loads is a balancing act made easy for supervisors through collecting, properly interpreting and applying automatic call distribution (ACD) to accurately forecast and meet service level goals.
Implement Cloud Contact Center Analysis Solutions
At UniVoIP, our Cloud Contact Center is engineered and designed to deliver Unified Communication as a Service (UCaaS) solutions for performance, productivity and efficiency through advanced technology. Organizations ranging from educators and healthcare facilities to legal and financial firms have used the benefits of our multimedia Cloud Contact Center’s solutions to drive results.
Learn more about the success stories of our UCaaS and its Cloud Contact Center solutions or contact us today for more information or to schedule a demo of our UCaaS solutions.
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