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UNIVERGE ENGAGE

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FREE ENGAGE CORE WITH CONNECT PRO LICENSES

RESPONSIVENESS

 

UNIVERGE BLUE ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact centre services.

  • Highly flexible solution including easy deployment for remote / home workers.

  • Scalable from the smallest call-centric teams to large multi-channel environments.

  • Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience.

  • Reduces response time and improves service quality along with caller and agent experiences.

  • Compatibility with most CRM and ERP systems and collaborative apps ensures easy adoption and minimizes disruptions.

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INCREASED CONTROL

Real-time monitoring and permission-based activity reports bring transparency to agent and contact centre performance.

  • Contact monitoring includes phone, email, and chat interactions.

  • Centralized performance data results in more accurate call center reports and analysis.

  • Call monitoring can be analyzed by skill set, group provisioning, and agent profile.

  • Artificial Intelligence-powered interaction analysis with sentiment and keyword search

  • Flexible agent-controlled multimedia recordings can be stored for easy, permission-based online retrieval.

  • Customizable agent statuses deliver heightened visibility and assist in the efficient fielding of interactions.

EFFICIENT HANDLING

Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

  • Faster, more appropriate, and efficient resolution of calls, with multi-channel options like chat and e-mail to take the conversation beyond voice.

  • A customisable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.

  • The agent-client is configurable to specific requirements or frequent caller requests.

  • Calls can be answered via a built-in smartphone application, a traditional desktop telephone, or over a VoIP connection.

  • Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.

  • Automatically gather feedback from customers immediately following their contact centre interaction, based on customisable templates.

  • Agent scheduling capabilities help ensure contact centre staffing is always ready to meet customer demand.

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TAILORED SERVICES

UNIVERGE BLUE ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

  • Automatic call distribution can be synchronised based on select function, region, time of day, and by organisation - or industry-specific criteria.

  • Customized voice prompts allow callers to self-manage their call, retrieving information needed, reaching a specific department or individual, and contacting an agent when required. Easy-IVR wizard makes set up crazy simple!

  • Silent mode along with phone and web-based conversation prompts allows supervisors to monitor agent activity to check performance and ensure calls are handled correctly.

  • A secure widget-based dashboard provides easy access to real-time reporting on all activity for total transparency.

  • Outreach tools power two-way conversations and extend contact center reach while respecting audience preferences

UNLOCK MORE WITH CONNECT

Drive even more employee efficiency and a superior customer experience by accessing advanced call features within CONNECT. CONNECT and ENGAGE – more powerful combined together.

  • Unified with CONNECT - Seamlessly access advanced call handling in CONNECT to manage customers and get back to collaborating with peers when done.

  • Greater Flexibility - Effortlessly give CONNECT users access to call queues without needing to onboard them to a different application.

  • Unified Presence & Collaboration - Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while on calls.

  • Advanced Call Handling - Access advanced customer call capabilities within CONNECT including Dialout, Automatic Scheduled Dialout campaigns, Inbound Voice Interactions, Callbacks, Relevant Caller Information, and Call Classifications.

 

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AUTOMATE YOUR SALES CYCLE AND GAIN INSIGHTS ON EVERY CALL

  • Automate workflows and maximise employee efficiency

  • Drive customer retention: Personalise contacts with screen pops

  • Save time switching between apps, eliminate misdials, take notes on calls

  • Easy to use and deploy integration, no heavy training or implementation costs

GET STARTED WITH UNIVERGE BLUE ENGAGE

​To get a quote or request a demo, please call 0330 818 6787 or visit our contact us page.

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