uDial Product Note

uDial
Abstract
uDial is a Product designed to increase your inbound and outbound contact center productivity. The state of
the art automation delivers a seamless experience by providing real-time customer context, voice quality
monitoring, recording, reporting and campaign management.
One Size Does Not Fit All
uDial is customized to each business. We factor in the different business rules and process ﬂows that apply to
your Call center and work with your teams to elicit requirements to deliver a custom solution that is optimized
for your business needs.
Grow As Big As You Need
uDial can scale to your ad hoc spikes in call volumes as a result of ﬂash sales or discounts on festive periods.
With uDial, you can scale up or scale down with a single click. Solution can scale and augment based on ever
changing needs in customer interaction.
CUSTOMIZABLE
CONTACT CENTER
PRODUCT
uDial provides a integrated infrastructure that is
Customizable, Scalable & Data Rich

Customizable Data Analytics & Dashboard
uDial’s data analytics engine has access
to every fine detail of your customer
interactions and can churn out
comprehensive data reports to allow
you to make informed decisions
uDial contact center solution has built
in components that send out
notifications of every event.
Want to notified when a call is in the
ringing state? Or when an agent takes a
break? uDial proactively notifies your
Quality Monitoring systems directly,
giving you greater visibility and control
User-friendly Interface
91% of call center agents surveyed say they want access to call functionalities and the user details in one
screen. uDial’s SIP soft phone is browser based and can integrate seamlessly with your CRM.A soft phone
doubles up as a process flow initiator where a single click can initiate HTTP requests and call patching etc. in
parallel.This makes enforcing business process flows easier than ever.
360 degree API Integration
•  All of the call center solution functionalities
are available on API.
•  Whether you want to schedule a call or add
another agent, we have an API for that.
•  With this we can directly integrate with your
Work Force Management (WFM) tools and
your existing CRM to deliver a unified
solution for your Call center operations
team.
Indigenously built Dialer Components
•  Today most solutions in the market use Open source
tools such as X-lite soft phones and free CRM to power
your call center.
•  The downside of this approach is that most of these
external tools have limited or no support leaving you
vulnerable to any bugs or issues with these tools.
•  uDial components are entirely developed in-house. Be
it the CRM or the Soft phone, uDial has unparalleled
control over all these tools.
uDial

TIME VIEW
Average Hold Time
Average Talk Time
Average Ringing
Time
Average Wrap-up
Time
Average Hold Time
Average Available/
Unavailable Time
Average Login Time
uDialHARDMETRICS
CALL VIEW
No. of Requests
No.Abandoned
No. Matured
Short Duration Calls
(<5 Seconds)
Completed <
Average SLA
Completed >
Average SLA
Escalated Calls
Priority Calls
AGENT VIEW
No. of Calls Accepted
No. of Calls Rejected
No. of Transfers
CAMPAIGN VIEW
IVR VIEW
We are the one stop shop for your customer
experience solution needs
In addition to uDial we provide personalized, uniﬁed,
self-serve style, cross-channel (IVR, SMS, email) world-
class customer experience solution for our customers.
Our suite of products include Personalized Inbound
IVRS and Pro-active Outbound Engagement. We are
the industry experts on the customer experience
process and we constantly update our best practices
and provide best practices consulting to our clients.
Contact us today: www.ubona.com
uDial

uDial Product Note

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uDial Product Note