Powering a superior customer service experience

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 tools that offer real-time, historical and life cycle reporting for workforce optimization.

How your customers choose to communicate is changing

90% of consumers will always check a website before emailing or calling a company (Source: Synthetix)
25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Source: Ovum)
79% of customers that had a negative experience with a company told others about it (Source: Harris Interactive)
63% of online consumers said they were more likely to return to a website that offers live chat (Source: Forrester)

A True Multimedia Contact Center Boosting Interactions

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.

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 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.

Interactive Voice Response (IVR)

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.

Contact Center Management and Planning

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.

Infographic: Top 10 Trends Impacting Your Contact Center
Brochure: UniVoIp Multimedia Contact Center

Return On Investment Optimization

The Real ROI comes from Customer Satisfaction.

Achieve higher standards through quantifiable business results access, extensive analytics, lower overhead costs, remote agents support, workforce management optimization.

Promote Cost Control. Scale your workforce.

Accelerate time to value, new revenue generation and rapid growth – beyond the limit of your facilities - with remote agents.

Leverage accessibility and convenience through self-service

Increase customer satisfaction through empowerment. Easy 24/7 access to information and services.

Build Reputation Management

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.