United Voice Cloud Call Centre Software
Seamless Communication and Collaboration with Customised Cloud Contact Centre Software
Advanced, intuitive, and feature-packed cloud call centre software tailored for streamlining and optimising large-scale communication management.
The United Voice Contact Centre, Agent, and Supervisor Editions cater to the diverse requirements of small and large call centres, enhancing and supporting their operations.
Explore each solution’s features and contact us to learn more or get assistance with implementing this robust cloud call centre solution.
How do I determine whether I need a cloud call centre solution or a standard cloud PBX solution?
At times, customers might think they need a “call centre solution” to handle multiple calls simultaneously. Yet, standard Cloud PBX solutions, with their unlimited concurrent call capacity and extensive communication features, typically satisfy these requirements adequately.
A call centre solution is specifically designed for the demands of call centres, which manage large volumes of inbound and outbound calls and require close monitoring and specialised features. The Contact Centre, Agent, and Supervisor Editions are specialised cloud phone system packages that optimise a call centre’s communication flow, boost efficiency, and add value across all aspects of communication management.
What is the UVC Contact Centre Edition?
The Contact Centre Edition provides a comprehensive toolkit for organisations to initiate and oversee both incoming and outgoing call campaigns, complete with in-depth analytics, reporting capabilities, and monitoring functions.
Contact Centre enables businesses to deliver a uniform, high-quality customer experience while optimising operational efficiency and boosting productivity.
Explore UVC Contact Centre Edition’s Range of Features
The Contact Centre Edition serves as a comprehensive communication system tailored to enhance call centre operations and improve customer service quality. Packed with essential features, this cloud telephony solution for contact centres ensures flawless integration with commonly used CRMs, IP phones, and peripherals. It’s an ideal solution for cloud-based call centres.
Explore the features of the Contact Centre Edition below and contact United Telecoms for setup assistance and to streamline your communications management.
Unlimited Queues & Automatic Call Distribution (ACD)
An automatic call distribution system enables the routing of incoming phone calls to the most appropriate agent based on a caller’s needs.
ACD provides functionalities such as Priority Routing, First In – First Out (FIFO), Queue Callback, Call Monitoring, and Call Barging, among others.
Feedback Forms
Develop forms, dispositions, or requests to collect information from callers, which is then presented to an agent or supervisor managing calls in inbound queues or making calls using a dialer.
This feature enables you to refine and customise your customer service.
Monitor Pages
This functionality allows users to view a comprehensive list of all current campaigns in the system. It also provides access to crucial real-time data, segmented into three primary sections: Calls, Agents, and Contacts.
Each section is neatly organised into subsections, enhancing your user experience when accessing real-time analytics regarding your call campaigns.
Queue Statistics and Reports
Obtain crucial insights through detailed reports on agent activity and queue traffic, covering metrics like inbound calls, outbound calls, missed calls, occupancy, answered and unanswered calls, and more.
These reports are accessible through web browsers or can be downloaded in PDF or CSV formats for easy integration into presentations or other documentation.
CRM Integrations
All the features of the Contact Centre are compatible with numerous popular CRMs utilised globally by businesses.
You can integrate the Contact Centre with leading CRM platforms, such as Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive, SuitCRM, HubSpot, and others.
Headset and IP Phone Integration
Seamlessly integrate the Contact Centre Edition with your existing IP phones.
This system is compatible with numerous leading IP phone brands in the market, such as SNOM, Yealink, CISCO, Fanvil, Panasonic, Grandstream, and others.
Additionally, the Contact Centre supports integration with over 100 headset models from top brands like Jabra and Poly (previously Plantronics and Polycom).
Discover the full range of compatible IP phones and headsets for the Contact Centre.
Real-Time Agent Monitoring
Monitor, whisper, and call barging are crucial features that improve the performance of your call centre workforce.
“Monitor” enables a user to eavesdrop on a live call, “Whisper” allows for speaking directly to an agent without the caller hearing, and “Call Barging” is used to join a conversation between the caller and the agent.
Contact Centre PBX Wallboard
The Contact Centre PBX wallboards offer real-time insights into your agents’ activities. These wallboards simplify the monitoring of call centre operations and performance.
IVR Statistics
There are three types of IVR (Interactive Voice Response) reports available: IVR Calls, IVR Calls per Option, and IVR Calls per Called Number. These reports offer valuable insights into customer interactions with your IVR menu.
Utilising these insights, you can customise caller journeys and improve customer service to better meet client requirements.
Enhance Service Quality
You can monitor all call activities in real time and generate comprehensive, relevant reports to help you analyse your operations and activities.
Dialer Feature
The licensed Dialer feature enables the upload of data lists to a database for use in dialling based on custom configurations or algorithms.
This Dialer is campaign-managed, simplifying the monitoring of leads and agents.
Detailed Role-Based Management
System administrators have the ability to create groups and set user permissions to efficiently delegate the management of the Contact Centre. Users can be organised into categories such as Administrator, Site Admin, Operator, Manager, and other custom groups.
Online Self-Care Portal
The online self-care portal helps call centres cut support-related costs and enhance their customer experience.
It also offers access to a personal dashboard and features such as reports, voicemails, and settings for Enhanced Services like Caller ID, Do Not Disturb, Call Forwarding, and more.
Advantages of Our Specialised Call Centre Software Solutions
We understand that call centres have distinct requirements and vary in size. Our quality tools enable you to conserve significant resources while enhancing communication efficiency and service quality.
Explore all the benefits of our call centre solutions below. Contact us to submit your enquiry for UVC Contact Centre.
Manage Costs, Maximise Profits, and Manage Call Load
Equipped with a comprehensive suite of cloud call centre solutions, a business can streamline communication flows efficiently.
Critical analytics are displayed on detailed reporting dashboards, providing insights necessary for identifying areas of improvement.
Enhance Security and Streamline Productivity & Communication
Contact Centre offers streamlined unified communications to improve and optimise daily communications and call centre activities with specialised tools designed for call centre operations.
Security is ensured through call encryption using TLS and SRTP protocols.
Improved Customer Service
The system can be upgraded to include Agent Edition and Supervisor Edition, which are specifically designed to deliver superior customer service and optimise call centre operations.
These editions offer a wide range of features perfect for managing customer interactions and provide detailed reporting to support communication strategies.
CRM, IP Phone, and Headset Integrations
Contact Centre seamlessly integrates with your current customer relationship management systems and call management hardware, supporting numerous CRMs and a vast array of popular IP phones and headsets.
Call Recording, Monitoring, and Quality Control
Live monitoring of calls enables supervisors to oversee and assist agents in real time as they interact with customers.
Key features including “Monitor,” “Whisper,” and “Call Barge” are instrumental in improving customer service quality.
Additionally, call recording is vital for quality assurance, providing opportunities to review and improve customer interactions and ensure compliance.
Manage and Analyse Key Data
Gather and analyse data pertinent to call centre operations and the activities of agents or supervisors to identify areas for improvement and streamline communication processes.
Contact Centre also integrates with Amazon S3, Google Drive, Dropbox, and FTP for remote data storage and security.
Multilingual Interface and Custom Branding
Our solutions support multiple languages including Spanish, French, and English, enabling users to operate the Contact Centre in their preferred language.
Additionally, we can incorporate your business branding into Contact Centre. Our in-house team will customise the interfaces with your logo and brand colour palette to align with your corporate aesthetics.
Custom Development and API Integration
The Contact Centre can be tailored to meet the specific needs of any contact centre.
Our expert developers are ready to create any required feature on demand.
Additionally, you can link your applications to Contact Centre through a straightforward, robust, and secure application programming interface (API).
Combine Contact Centre with Agent and Supervisor Editions
For a unified cloud-based call centre communication solution, consider pairing the Contact Centre with the United Voice Agent and Supervisor Editions.
The Agent Edition is designed for your call centre agents. It improves their efficiency and productivity with advanced unified communication features that streamline communications.
The Supervisor Edition provides sophisticated communication tools and features that aid supervisors in monitoring agents and elevating customer service and performance.
Learn more about the United Voice Agent and Supervisor Editions and reach out to United Telecoms for help in deploying these solutions.
United Voice Agent Edition
The Agent Edition is engineered to boost efficiency with unified communication tools designed for call centre agents.
Explore the Agent Edition’s essential features and how it can be tailored to your agents’ needs.
United Voice Supervisor Edition
The Supervisor Edition equips team leaders with tools for real-time monitoring of agents, performance tracking, detailed reporting, and other resources to enhance productivity and service quality.
Find out more information about the features of the Supervisor Edition and how it can meet the specific needs of your supervisors.
Why Opt for Cloud Contact Centre Solutions from United Telecoms?
Explore how United Telecoms is transforming call centre communications. Our most recent update unveils an omnichannel application that enables smooth interactions across all your preferred communication channels.
Notable features include real-time live chats, an intuitive interface, and direct email integration within the agent application. The updated PBXware Contact Centre Edition supports your operations and customer interactions by providing quicker and more intelligent connections.
Interested in learning how these features can revolutionise your business? Watch our video to see these capabilities in action and explore the advantages listed below to find out why United Telecoms continues to be at the forefront of technological innovation.
Reliable, expert guidance
More than 3000 businesses nationwide trust us to provide top-notch PBX, VoIP, and data solutions. Leveraging decades of experience, we can assist you in selecting the ideal call centre software for your cloud calling requirements.
Business-focused call centre solutions
Our Call Centre, Agent, and Supervisor Editions offer a comprehensive selection of features tailored to meet your business communication requirements. Additionally, United Telecoms provides custom features designed to address specific challenges, available upon request.
United Telecoms will assist you in selecting the right cloud PBX or call centre solution for your requirements
Businesses across the United Kingdom rely on us to provide dependable and affordable PBX, VoIP, and data solutions.
Depending on your business’s specific voice communication requirements, you may need a cloud PBX or a more sophisticated cloud call centre solution like our Contact Centre, Agent, or Supervisor Editions.
Our skilled team will guide you in selecting and implementing a cloud PBX solution that perfectly aligns with your business communication needs.
Frequently asked questions about cloud-based call centre software
What is call centre software?
A cloud call centre uses cloud-based technology to manage a high volume of calls, leveraging a set of specialised features.
Two crucial functionalities that enhance the effectiveness of cloud call centre systems include Automatic Call Distribution (ACD) and Interactive Voice Response (IVR).
ACD automatically routes incoming calls to available agents, while IVR allows callers to interact with a computerised phone system using voice commands and DTMF tones. This helps them navigate through menus to connect with the correct department or individual.
What to look for in your call centre software:
Cloud call centre software varies in functionality and compatibility with your existing communication infrastructure, depending on the provider.
It’s advisable to prioritise features that can boost your operational efficiency or resolve specific issues that your agents and supervisors face.
The call centre software you choose should be compatible with the software and hardware already in use within your operations.
Key features to consider include:
- Intelligent call routing
- Call recording and monitoring
- Analytics and reporting
- Interactive voice response (IVR)
- Integrations with CRM systems, IP phones, and headsets
We service the following locations across London and the United Kingdom
Greater London: City of London, Hounslow, Barking and Dagenham, Islington, Barnet, Kensington and Chelsea, Bexley, Kingston upon Thames, Brent, Lambeth, Bromley, Lewisham, Camden, Merton Croydon, Newham, Ealing, Redbridge, Enfield, Richmond upon Thames, Greenwich, Southwark, Hackney, Sutton, Hammersmith and Fulham, Tower Hamlets, Haringey, Waltham Forest, Harrow, Wandsworth, Havering, Westminster and Hillingdon.
What Our Customers Say
“Once we approved the installations we were kept up to date daily with the levels of progress on our various sites and were very impressed with the final installation”
Spear Properties
Get In Touch
London Office
2 Osborne Way
Epsom
Surrey
KT19 8GR
United Kingdom (UK)
Tel: 033 1630 0516
Tel: 020 3399 8011
Email: info@united-telecoms.co.uk
