Powering a superior customer service experience
A true multimedia contact center solution providing interactive voice response, advanced productivity, management and monitoring tools that offer real-time, historical and life cycle reporting for workforce optimization.
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.
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 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.
IVR efficiently facilitates identification, segmentation and routing of callers to the most appropriate agent that can service their needs in the shortest amount of time. 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.
UniVoIP’s multimedia 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 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.
Achieve higher standards through quantifiable business results access, extensive analytics, lower overhead costs, remote agents support, workforce management optimization.
Accelerate time to value, new revenue generation and rapid growth – beyond the limit of your facilities - with remote agents.
Increase customer satisfaction through empowerment. Easy 24/7 access to information and services.
Timely manage, control, and address social media forums to strengthen your brand and new customer acquisition programs. Our solution delivers integration with third-party social media monitoring applications like Imooty, Trackur, and BizVu Social.