Unified Contact Center Plus (UCCP) is the first full IP, multi-tenant hosted call center solution in the Philippines. Powered by Cosmocom, a global solution technology corporation that is the worldwide platform of choice for hosted contact center solutions, UCCP unifies multi-media and multi-channel capabilities.
ACD - Telephony
Manage calls, queues, agents, agent groups, teams, skills and priorities from all contact points – via voice, email, chat and web – without any circuit-switching.
- Full-featured, high capacity ACD, capable of managing thousands of agents and organizing calls into a number of queues
- Includes agent profile configuration
- Call requests can be organized into queues for serving by available agents
- Features a highly configurable priority management algorithm that allows Skills and Priority Based Routing
- Scalable up to 20,000 agents and 50,000 simultaneous calls and messages
- Agents are location-independent; all they need to do is login to the system
- Can display real-time statistics
- Automatically creates detailed and event-oriented databases for calls and agent status changes
Dialer
This state-of the-art predictive dialing technology allows contact center managers to maximize the efficiency of their operations by taking advantage of UCCP’s inbound and outbound calling capabilities, providing the highest level of integration possible between the Dialer and ACD. With UCCP Dialer’s Campaign Manager component, contact center managers can set up, monitor and adjust outbound campaigns with ease, all in a single, unified platform.
- Optimum dialing rate can be determined via simulation of up to one million calls
- Dialing parameters can be set, including specific time redials, maximum redial attempts and use of secondary numbers
- Call history is tracked to optimize future call record selection
- Linked Campaign feature eases integration of data feeds from multiple database sources for a single campaign
Tracker
This Interaction History tool automatically tracks and saves communication sessions from all media and organizes all interactions by account, case and contact. Designed to maximize agent efficiency, UCCP Tracker provides rapid information retrieval – resulting in shorter calls and enhanced customer satisfaction.
- Available for both browser-based and executable agents
- Fully integrated with the UCCP system for inbound and outbound activity screen pops
- Agents can easily add and link a new activity or create a new contact from one simple screen
- Advanced search capabilities for rapid information retrieval
- Import data from external sources
Recorder
A true multimedia recorder, this tool allows users to capture, store and access all caller-agent interactions regardless of call type - via voice, email, chat, voice messages and responses.
With an all-IP architecture, UCCP Recorder simply delivers leading-edge recording capabilities which can be an effective tool for quality monitoring, training and improved customer service. It is also enhanced with a screen capture functionality, wherein screen
recordings are stored as video files in the same database with media
recordings.
- Captures all agent calls from all channels, providing a complete record of all interactions and logs, regardless of location
- Allows for easy search and retrieval of call recordings
- Stores full transcripts of chat as well as a complete thread of email interactions
- Transactions for review can be selected based on agent name, call type, date, etc.
- Avoid costly and time-consuming integration by leveraging new generation technology
Designer
Map out, manage and deploy call flows with this easy-to-use graphical service creation tool. UCCP Designer’s drag-and-drop interface allows users to rapidly create and modify call flows to effectively manage contact center operations.
- Allows non-programmers and even novice users to create simple but effective call flows
- Users can create customized function blocks, or call treatment modules – to meet individual needs
- Can be used for other services, such as ACD and static routing
- Call flow changes can be deployed immediately
IVR/IVVR
UCCP IVR (Interactive Voice Response) provides customers with a fast, efficient way to get the information they need via a self-service environment. Using voice menus, callers can access the data they need instantly – or be able to key in information that will get their call transferred to the right agent.
The caller experience can be further enhanced by UCCP IVVR (Interactive Voice and Video Response). Using video-enabled devices, callers can see menu choices, have visual agent interaction or enjoy video presentations while on hold.
- Can be fully unified with the ACD for intelligent routing of calls
- Effective in stand-alone mode
- Helps reduce costs through increased self service
- Agents can be removed from pool anytime without risk of extra abandoned calls
Multimedia
UCCP Multimedia improves the customer service experience with its multi-channel contact design. All contact types, from Phone Calls, Videophone Calls, Email, Fax, SMS, and Web Calls are seamlessly blended into a single queuing and routing intelligence (the “UQ”), following the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports.
- Messages are routed by the ACD’s universal queues
- Agents can blend both live calls and messages
- Replies can be archived
- Multiple message addresses are available
- Agents can override default parameters per message
- Graphical Application Development tool for Web and IVR call treatment is available
IP/PBX
UCCP offers unparalleled PBX functionality and IP integration with the introduction of an enhanced Unified Communications feature set that will enable the operation of a Unified Customer Communications strategy in all parts of the enterprise.
- Can be deployed with IP Phones that are synchronized with PC telephony application, without the need to integrate with a third-party PBX
- Utilizes the same end point (either a soft or hard IP phone), providing seamless transfer between general employees and dedicated call center employees.
- Enables general employees of the enterprise to participate in the customer service process
Technical Support & Other Services
- Dedicated 24/7 Help Desk
- Phone & E-mail Support
- Administration & Maintenance
- Customization
- CRM Development & Integration
- Lead Processing Management
- Training
- Preventive Maintenance
- Trouble Shooting & Reporting
- Disaster Recovery
- Personnel Outsourcing
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