Customize Your Cloud-Based Contact Center Experience
Improve Communication with Greater Responsiveness
UNIVERGE BLUE ENGAGE significantly enhances communication handling and management, offering a suite of contact center services for agents and supervisors alike.
- Flexibly designed for easy deployment across remote or home workers.
- Scalable to support all team sizes from the smallest call-centric groups to vast omni-channel environments.
- Smart routing streamlines inquiries from multiple channels, providing context to agents for an exceptional customer experience.
- Reduced response times and improved service quality enhance experiences for callers and agents.
- Compatibility with major CRM and ERP systems, as well as collaborative apps, ensures seamless adoption and minimizes disruptions.
Enhance Transparency with Increased Control
Monitor activities in real-time and gain access to permission-based reports for a comprehensive view of agent and contact center performance.
- Monitor interactions across phone, email, and chat.
- Centralized performance data enables more accurate report generation and analysis.
- Call monitoring can be tailored by skill set, group provisioning, and agent profile.
- Multimedia recordings can be stored and retrieved online based on permission settings.
- Customizable agent statuses enhance visibility and aid efficient interaction handling.
Streamline Interactions with Efficient Handling
Advanced skill-based routing and automatic call distribution (ACD) ensure callers connect with the most suitable, available agent.
- Resolve calls faster and more efficiently using omni-channel options like chat and email.
- A customizable agent client integrates with standard CRM platforms and critical business apps, providing broad access to crucial information.
- Agent client can be configured according to specific requirements or frequent caller requests.
- Calls can be answered via an integrated smartphone app, traditional desktop phone, or VoIP connection.
- Enhance agent skills and customer experience by providing structured feedback on their interactions.
- Automatically collect feedback from customers following their contact center interaction.
Personalize Experience with Tailored Services
UNIVERGE BLUE ENGAGE offers a broad range of services to optimize caller experiences and maintain service and staffing levels.
- Synchronize automatic call distribution based on various criteria like function, region, and time of day.
- Custom voice prompts empower callers to manage their interactions, access information, reach a department or agent as needed.
- Supervisors can monitor agent activity in silent mode, ensuring calls are handled correctly.
- A secure, widget-based dashboard offers real-time reporting for total transparency.
- Two-way conversations are powered by outreach tools, extending the contact center’s reach while respecting audience preferences.
Elevate Your Customer Service to the Cloud
Leverage the power of a cloud-based contact center and exceed customer expectations.
A Stress-Free Cloud Experience Ensures
Security: Advanced protection against malware, viruses, phishing, and hackers.
Support: 24/7 live expert assistance every time you call.
Compliance: Built to help healthcare, legal services, and financial firms maintain compliance.
Reliability: Always ready, whether you’re in the office or working remotely.
Scalability: Over 30 integrated apps that are easy to add as your business grows.
Empower Your Team with Cloud-Based Connections
Everything your team needs for seamless cloud-based connections is right here.