uContact Presentation
0 likes76 views
The document outlines ucontact, a comprehensive omnichannel contact center solution designed to simplify and enhance agent workflows while improving customer satisfaction. It features intuitive tools for workflow and report design, enabling real-time changes and the integration of various communication channels into a unified platform. Additionally, it provides real-time performance monitoring and central management capabilities for effective contact center operations.
uContact Presentation
- 2. 10 23 countries 500 mill 10 to 1.500
- 3. We believe in making agent’s work simpler, organized and more enjoyable. We are convinced that this is the only way to achieve real customer satisfaction. We help our customers to achieve this by making our software platform a simple and flexible solution. OMNICHANNEL CONTACT CENTER SOLUTION
- 6. Manage interaction workflows of your contact center in a visual and simple way within the core of the system, allowing changes in real time. Friendly format with Drag & Drop, which allows you to choose the functionalities you want to incorporate without the need of great technical knowledge. Workflow Design Simple creation of custom screens and data capture forms from scratch. Reuse our predefined business verticals such as CRM Lite, Sales, Collections or Customer Service. Form Design Design reports in a graphical and intuitive format with a simple tool. uContact includes more than 200 reports and the possibility of creating new custom reports from scratch. Reports can be created with the information generated by uContact or from sources of external data. Report Design
- 7. With uContact, you will no longer lose customers or reduce your sales due to a misuse of the voice channels. Thanks to its Automatic Call Distribution, that works alongside the inbound, outbound and blended calls, we make sure every call is routed to a qualified agent.
- 8. Although voice is still the main channel of communication, many other have emerged in the past years and have become incredibly present in customer’s everyday life. Thus, the urge of integrating them to every business in order to improve a customer experience to retain clients, and to attract new ones. With uContact, you have every channel integrated in a single multi-platform software, using a unified inbox.
- 9. To be able to properly evaluate a Contact Center's performance, you should not only look at the metrics, but also use other tools in order to have a proper analysis of all the agent’s interactions. The following, together with the metrics, give you a better insight to the quality and performance of your contact center.
- 10. uContact is a development solution that can adjust to every company’s operations, helping our clients improve their service, increase productivity and reduce costs. We know every customer is unique, that is why we have created development tools for you to be able to personalize everything.
- 11. uContact Forms allows creating customized screens and data capture flows for a wide range of operations, which can be personalized to your Contact Center business. It is possible to change predefined business verticals such as Sales, Collection or Customer Service, or create your management system from scratch.
- 12. Manage interaction workflows of the Contact Center visually and easily with the system core, allowing real time changes. The tool has the Drag & Drop style format, which allows choosing the functionalities you wish to incorporate into your organization (connections with external systems, conditions, voice recognition, on-hold music, etc.) among several options.
- 13. uContact Reports allows the creation of new reports in an easy way, using a tool especially made for their design. They can be created either using information generated by uContact, or external data.
- 14. We strongly believe in teamwork with our clients in order to make remarkable things happen. After all, they are our best references and their trust means everything to us.
- 15. uContact makes agent’s work simpler by integrating every channel and features into one unique solution. This allows the client to offer the best experience to their customers in every interaction through every channel.
- 16. INTEGRATED MANAGEMENT Personalize data capture ACTIVITIES’ CONTROL Customizable status NOTIFICATIONS Multichannel notification center PRODUCTIVITY Internal chat, SMS, transference, history, favorite contacts HOT DESKING Web RTC integrated softphone
- 17. MOTIVATION Each agent displays metrics that help improve motivation and productivity BEHAVIOUR Evolution of interaction per channel TIMELINE All the activities done by the agent
- 18. VISUALIZATION Competitive vision between agents and groups OBJECTIVES Group, individual and area objective evolution RANKING Real-time progress of each agent
- 19. VIDEOCALL RESPONSE UNIFIED INBOX Unified multichannel inbox Response panel by type of interaction HD videocall integrated in softphone
- 20. VIDEOCALL CHAT Easy integration in your web
- 21. Knowing what occurs in every interaction between agents and the clients, and how well the agents adhere to the quality guidelines they are given is fundamental for long-term success. uContact offers Supervisors’ the possibility to spy and monitor all the campaigns and interactions, knowing exactly what is going on in their Contact Center in real time.
- 22. GENERAL VIEW Fast visualization of the main indicator EVOLUTION Interaction’s evolution through channel
- 23. FILTERS Status filters in graphical and quantity view INDIVIDUAL MANAGEMENT Real-time view of each agent’s performance REAL-TIME Real-time statics on each campaign ALERTS Call and status alerts in graphical view FOLLOWING Spy, coaching and intervention in real time
- 24. REAL TIME DASHBOARDS See agent's availability and dialer's progress. PERCENTAGE OF COMPLETENESS Progress of the list contacts STATISTICS AMD percentages and contactability
- 25. LIST MIXING Multiple lists for the same dialer being able to assign different priorities. LISTS’ UPLOAD Black lists and new contacts for the dialer
- 26. FILTERS QUALITY LISTEN DOWNLOAD Listen, evaluate and make comments on recordings Multiples filters to easily find recordings Comment and rate each recording Individual and massive download
- 27. With the ability of managing the Contact Center in a centralized way, administrators can manage security settings, assignation of agents to campaigns, generation of reports and have the power to do dynamic searches. These, and many other features, are included in the Administrator’s users and contributes to a more effective management of the Contact Centers.
- 28. FILTERS CENTRALIZED PERSONALIZATION Manage your Contact Center from one place Make dynamic searches Change your screen style
- 29. VISUALIZATION REPORTS FORMATS AUTO GENERATION All the management information in more than 200 pre-designed reports with the possibility of creating new ones. Report designs with an intuitive and graphical format Screen visualization and simple PDF and Excel exportation Send reports automatically based on paremeters