United Voice Agent Edition for Cloud-based Call Centres
Feature-packed Call Centre Software for Agents
Maximise call centre efficiency with United Voice Agent Edition, a seamless unified communications and call management platform.
Equip your call centre agents with a comprehensive suite of features and tools for effectively handling inbound and outbound calls.
Agent Edition provides an integrated call centre management solution with powerful features to optimise daily voice communications, foster team collaboration, and streamline call centre operations.
What is United Voice (UVC) Agent Edition?
The Agent Edition is a robust call centre software solution designed to enhance your agents’ productivity and efficiency. It offers a suite of features, including a licensed dialler, feedback forms, dynamic login, callback login, and more!
When combined with additional PBX solutions like the Contact Centre Edition and Supervisor Edition, Agent Edition forms part of a holistic call centre management system, enabling businesses to revolutionise their customer interactions.
Agent Edition has been meticulously developed for seamless integration as an essential add-on to the Contact Centre Edition. Together, these two robust solutions equip your team with all the necessary tools to deliver outstanding customer service.
Ready to provide your team with the ultimate tools to boost your contact centre capabilities? Reach out via our contact form today to learn more about how the Agent Edition and Contact Centre Edition can drive your team’s success.
United Voice Agent Edition’s Custom Features
United Voice Agent Edition is a premier call centre system providing your customer service teams with essential tools and data to deliver exceptional service.
This advanced software boasts features such as an agent panel, CRM integrations, and headset compatibility, among others.
Learn more about the specific features below to see how your team can benefit.
Real-time Agent Status and Automatic Call Distribution
The agent status feature enhances efficiency by displaying available agents and enabling quick, informed call-routing decisions.
Reports show that 22% of customers consider queue wait times to be unacceptably long, while 52% anticipate swift problem-solving. The Automatic Call Distribution (ACD) system efficiently handles high call volumes through unlimited queues, pairing incoming calls with appropriately skilled agents to ensure prompt and effective responses without unnecessary waiting periods.
Seamless and User-Friendly Agent Interface
Provide an optimal user experience to your call centre agents! A sleek, intuitive interface allows them to view the status of team members and queues, communicate instantly via messaging or calls, and quickly monitor call waiting statistics and more.
Integrated Agent Management Tools
Agent Edition’s intuitive management tools enhance agent-customer and inter-agent communication. Agents can handle calls, manage contact lists, view real-time presence data, use chat and messaging, and collaborate on calls or messages. These features improve efficiency, reduce response times, and deliver superior service.
Automated CRM Integrations
The Call Centre & Agent Editions connect with top CRMs, including Hubspot, Salesforce, and Zoho. They also integrate with custom solutions. This integration provides access to powerful features within a single, unified platform. These include caller ID detection, call recording, call log uploads, and contact and lead management.
Robust Microsoft Teams Integration
Unlock enhanced communication capabilities by integrating the MS Teams module! Enhance your interactions by synchronising United Voice Call Centre Software with MS Teams’ online presence. Seamlessly initiate one-on-one or multi-party calls, including conference calls, with Microsoft Teams contacts.
Extensive Headset Support
Our call centre software solution offers support for over 100 headsets from leading brands, making connectivity effortless. Some headsets, such as Jabra and Plantronics, include advanced functionalities that allow you to answer or end calls with the touch of a button.
Compatible with a wide range of IP phones used worldwide
Agent Edition works seamlessly with popular IP phones used globally, offering organisations the freedom to utilise their chosen telephony hardware while benefiting from sophisticated call management and allocation functionalities.
Callback and Dynamic Login
Agent Edition’s dynamic login allows call centre agents to join call queues remotely and listen to music while on hold. Additionally, agents can employ the conventional callback login method, entering call queues simply by responding to incoming phone calls.
Dialer and Campaigns
Call management is streamlined with our dialer feature, as agents are provided with customisable, call-specific information. Campaigns simplify dialler management with lists of leads and destinations that dial and connect to agents automatically.
Advantages of United Voice Agent Edition
Optimise costs and call management
Agent Edition offers an array of tools designed to boost efficiency and productivity while minimising expenses.
The platform equips agents with essential customer data and leverages automatic call distribution, ensuring that each inquiry is directed to an agent with the appropriate expertise to provide a prompt and effective solution.
Enhance profitability
By leveraging appropriate resources and tools, organisations can optimise labour costs through improved efficiency without intensifying workloads.
Providing agents with comprehensive resources to address caller needs effectively on initial contact helps minimise the necessity for follow-up calls, thereby streamlining customer interactions and reducing operational expenses.
Data management and analysis
Agent Edition offers sophisticated data management and analytical functionalities. Its streamlined interface allows agents to retrieve crucial information without navigating multiple screens.
The CRM add-on centralises pertinent data, consolidating essential details in a single location, thus facilitating more effective and efficient operational processes.
Enhance productivity & communication
Using the agent panel, agents can effortlessly monitor call volumes and maintain peak productivity levels.
The user-friendly design enables call centre agents to easily switch between queues and take breaks during more practical times.
Enhance Your Call Centre Operations with United Voice’s Feature-Rich Editions
Seeking a way to optimise call centre PBX operations? The UVC Contact Centre, Agent, and Supervisor Editions offer the tools your call centre needs to thrive.
Contact United Telecoms to discover how these solutions can benefit your call centre, agents, and more. Our team of experts will help you implement the edition that best suits your requirements.
Contact usCombine United Voice Agent Edition with Contact Centre
By combining the Contact Centre and Agent Editions, you’ll gain access to a fully integrated call centre solution that enhances operational efficiency, improves customer satisfaction, and offers advanced analytics and supervision tools. Contact Centre Edition delivers call routing, IVR, and ACD functionalities, while Agent Edition presents an intuitive interface featuring call recording, agent status tracking, and real-time monitoring. Implementing both editions in tandem unleashes the full potential of these robust features, creating a synergistic and powerful call centre ecosystem.
Do you need a call centre solution designed for supervisors?
The Supervisor Edition has been designed to give busy call centre supervisors real-time visibility into their team’s performance, enabling informed decision-making and allowing them to ensure their team meets customer expectations.
It offers essential tools like live monitoring, call recording, alert management, and comprehensive reporting. These features empower supervisors to guide and enhance team performance effectively.
Explore the Supervisor Edition to learn how this specialised solution can propel your call centre toward success!
Explore Supervisor Edition
Why United Telecom’s call centre solutions?
United Telecom’s turnkey solutions are ideal for businesses requiring a comprehensive and reliable call centre management solution.
Our products are designed to optimise your business communication infrastructure, conserving time and resources. This enables you to concentrate on your primary business activities.
Explore some of the primary benefits of adopting United Telecom’s call centre management solutions.
Established technology
Utilising our industry-proven software for cloud-based phone systems, call centres, and unified communications, we can provide your business with the optimal tools to both improve voice communications and make them more efficient.
Business-focused call centre solutions
Our suite of Call Centre, Agent, and Supervisor editions offer a variety of functionalities, addressing various corporate communication needs.
United Telecoms can develop customised features to address specific issues at your request.
Committed to helping you find the ideal cloud PBX or call centre solution.
Companies across the United Kingdom trust United Telecoms to help them find reliable and efficient PBX, VoIP, and data solutions.
We provide a diverse range of options to fulfil your voice communication needs, spanning from cloud PBX systems to sophisticated solutions like the Agent, Contact Centre, and Supervisor Editions.
Our industry knowledge and state-of-the-art technology enable us to tackle your unique business challenges.
Contact us today via our form to submit an enquiry and join our many satisfied customers in the United Kingdom.
Contact United TelecomsFrequently asked questions about call centre agent software
What is a call centre agent and their role in call centre operations?
A call centre agent is a customer service representative who handles inbound and/or outbound communications with customers through various channels such as phone, email, chat, or social media.
In call centre operations, a call centre agent assists customers with their enquiries, provides technical support, resolves complaints or issues, and offers information about products or services. Call centre agents are required to document customer interactions and may need to follow specific scripts or guidelines while maintaining a friendly and professional demeanour during communications. They may use call centre agent software to manage customer interactions, access customer information, and collaborate with other agents to resolve complex issues.
A call centre agent’s role is essential in ensuring customer satisfaction and loyalty, achieving business goals such as increasing sales and retention, and improving brand reputation.
What is call centre agent software?
Call centre agent software is a specialised digital tool designed to support and enhance the productivity of customer service representatives in call centres. This software typically includes features such as call routing, customer information management, script prompts, and performance tracking.
Call centre agent software enables agents to efficiently handle customer interactions across various channels, including phone, email, and chat. It often integrates with CRM systems to provide agents with comprehensive customer histories, allowing for more personalised and effective service. The software may also include features like call recording, real-time monitoring, and analytics to help supervisors manage team performance and improve overall call centre operations.
By streamlining workflows and providing essential information at agents’ fingertips, call centre agent software plays a crucial role in improving customer satisfaction, reducing handling times, and increasing the overall efficiency of call centre operations.
How much does call centre agent software cost?
The cost of call centre agent software can vary widely depending on several factors, including the number of users, the range of features, and the deployment method (cloud-based or on-premises).
Typically, pricing for call centre agent software is structured on a per-agent, per-month basis for cloud-based solutions. Costs can range from £50 to £300 per agent per month for basic to advanced packages. Some providers may offer volume discounts for larger call centres.
For on-premises solutions, there might be a higher upfront cost for software licenses and hardware, which can range from several thousand to hundreds of thousands of pounds, depending on the call centre’s size and the system’s complexity.
It’s important to note that additional costs may include implementation, training, and ongoing support. Many vendors offer customisable packages, allowing businesses to select and pay for only the features they need.
To get an accurate quote, contact United Telecoms directly to discuss your specific requirements and call centre size.
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
