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Unify - Contact Center

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  • Deployment:
  • Company Size:SML
  • Features:
  • Platforms:
  • Pricing:

Details

Unify Contact Center solutions offers three different focuses: outbound call centers, inbound call centers and cloud-based contact centers.

The inbound contact center solution aims to improve service with better call routing, issue tracking and higher resolution rates irrespective of the channel used. The outbound contact center’s focus is on managing call records, streamlining agent workflow and monitoring campaign strategies so as to improve customer relationships. The on-demand and cloud contact solution helps companies leverage the solution features without having to go in for huge upfront investments.

Key Solution Features

System Features: Some of the key system features are

  • Advanced skill based routing for all inbound/ outbound interactions whether voice, web collaboration, email or callbacks
  • Integrated database
  • Wallboard for improved motivation
  • It supports multiple languages
  • Compatible with IP Telephony and TDM platforms
  • The data management server can be configured for specific retention periods for reports, email and web collaboration.

Manager Desktop: Administrators can provide role-based access, create virtual groups, and adjust queues for greater efficiency.  The manager can create specific processing flows, rule-based queueing, and design routing strategies for all customer channels. Reports can be viewed graphically in real time for improved monitoring and managing.

Agent Desktop: This is an optional feature. It provides a blended multi-channel support and has tools for greater collaboration across agents and channels. Agents can call using the click to dial speed dial, log call details, and work on queued calls. Agents can see all customer details while on the call, along with past purchase history and call history. There is a completely configurable hot-key support available.

OpenScape Contact Center Call Director:  This again is an optional feature. It offers an integrated IVR. It also supports call recording, and can playback the recorded calls. The solution also provides intelligent announcements while the customer is in the queue. 

Features

Deployment
  • Cloud-hosted
  • On Premise
Features
  • API Available
  • Predictive Dialer
  • Multiple Language
  • Social Channel
  • Skill-based Routing
  • Speech and Text Analytics
Pricing Model
  • Monthly subscription per user
  • Yearly subscription per user
  • Metered per minute
  • Monthly site license
  • Yearly site license
  • Flat fee
  • Monthly subscription
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Target Company Size
  • Startup
  • Small-to-Medium Business
  • Enterprise
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
  • Account Manager
Mobile Apps Offered
  • None
  • iOS
  • Android
Service Level Agreement
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Deployment
  • Hosted/Cloud
  • On-Premise
  • Mobile
Reporting and Analytics Features
  • Call Log Reports
  • Call Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real-Time Analytics
  • Automated Reporting
  • Voice Analytics
  • Ad Hoc Reporting
  • Geographical Reporting
  • Real-Time and Historic Reporting APIs
  • Interaction Analytics
  • Customer Satisfaction Reporting
  • Multilingual Customer Surveys
  • Customer Surveys
  • Tickets for Abandoned Calls
  • Graphical Reporting
  • Reporting Templates, Pre-Built, Ad-Hoc & Custom Reporting
  • Quality Monitoring
  • Historical Reporting
  • Real-Time Dashboards
  • OmniChannel Analytics
  • Customer Journey Reporting
  • Live Call Analytics
  • Abandoned Call Analytics
  • Reporting Export Functions
  • Email Reports
  • Latency Monitoring Dashboards
  • Coaching/Interaction Review
  • Third-Party Data Sources
  • Screen Recording
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Custom Music On Hold
  • Unlimited Queuing
  • Ring Groups
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto Dialer
  • Call List Imports
  • Campaign Management
  • Outbound IVR
  • Multichannel Communications
  • Multiple Initiative Management
  • Speed Dial
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
  • iseek.ai
  • Vantage CRM
  • Uservoice
  • SnapEngage
  • Now
  • Pipedrive
  • OnePageCRM
  • Olark
  • Nimble
  • LiveChat
  • Kustomer
  • Intercom
  • Infusionsoft
  • Highrise
  • Help Scout
  • Front
  • Contactually
  • DEVone
  • Bullhorn
  • SAP
  • ServiceNow
  • Microsoft Teams
  • Oracle Service Cloud
  • Salesforce Desk
  • Facebook Messenger
  • Twitter
  • Netomi
  • Simplr
  • Tethr
  • Thankful
  • Delighted
  • Typeform
  • Calendly
  • G Suite
  • Google Calendar
  • Calabrio
  • Slack
  • MailChimp
  • Asana
  • Hubspot
  • Stripe
  • Playvox
  • Medallia
  • TurnTo
  • Call Analytics
  • Argyle Time
  • APIs
  • Microservices
  • Webhooks
  • Okta
  • Microsoft
  • Google
  • Workbooks
  • Lotus Notes
  • Goldmine
  • ConnectWise
  • Act!
  • G-Suite
  • MS Office 365
  • Microsoft Outlook
  • Facebook
  • Custom Databases
  • Salesforce Service
  • Salesforce Sales
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Web-based Administration
  • Heads Up Display™ (HUD) Mobile App
  • Heads Up Display™ (HUD)
  • Data Backup
  • Continuous Upgrades
  • Conference Bridge
  • IP PBX
  • Centralized Administration (for Agents)
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SOC 2 Type 2
  • TCPA
  • PCI Level 1
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
  • Single-Sign-On
  • IP Whitelisting
  • NIST
  • OWASP
  • TruSTAR
  • BitSight
  • OSP
  • National Cyber Security Centre
  • Cyber Essentials
  • NATIONAL Secret
  • EU Secret
  • NATO Secret
  • CSA STAR
  • CSA
  • IAPP - Bronze Member
  • Privacy Shield Framework
  • McAfee Enterprise-Ready
  • SOC3
  • SOC2
  • ISO 22301
  • GDPR
  • Active Failover
  • HIPAA
  • SOC Type 1
  • AES 256-bit
  • TLS v1.2
  • PCI DSS
Price
  • 1 - Inexpensive
  • 2
  • 3 - Moderate
  • 4
  • 5 - Expensive
Features
  • 1 - Limited features
  • 2
  • 3 - Moderate
  • 4
  • 5 - Full featured

Pricing

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