uContact

About uContact

uContact is a comprehensive contact center system that offers inbound, outbound, and blended Call/Contact Centers a single and centralized platform from which to control the multiple channels involved in managing sales, collections, and customer service interactions in call centers. Incorporating automatic call distribution (ACD), interactive voice response (IVR), recording, dialers, web chat, call reporting, and live monitoring, uContact aims to provide users with an all-in-one contact center solution.

With uContact, users can manage all voice campaigns, generate customized SMS campaigns, handle customer inquiries automatically with IVR and create communication workflows easily with a drag and drop interface. To further enhance call center operations, users have access to preview, power, and predictive dialers as well as web chat, voice broadcast, and integrated email features. uContact also facilitates scheduling, reporting analytics, social network management, and coaching technology, allowing users to send scheduled emails, create custom or pre-designed reports, manage Twitter and Facebook customer interactions and monitor live customer calls. Besides simply managing audio and screen recordings, users can manage the quality of recordings as well by inputting ratings and comments.

The solution includes distinct benefits for the different staff roles in a Contact Center. For the call center agent, uContact provides a unified multichannel inbox, an integrated telephone and notification center, an activity timeline as well as gamification and badges. Meanwhile, for contact center supervisors, uContact offers specific features designed to manage and oversee agent operations such as audio recording, agent coaching, and real-time monitoring. To improve call center administration, uContact enables users to manage campaigns, reports, security, and dial plans all from a single platform.