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Unify Contact Center Software

  • Deployment:
  • Company Size: S M L
  • Features:
  • Platforms:
  • Pricing:

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

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

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
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
  • Skill based routing
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
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • National DNC Compliance
Service Level Agreement
  • Yes
  • No

Pricing

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