GREATER
RESPONSIVENESS

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

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

• Scalable from the smallest call-centric teams to large omni-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 brings transparency to agent and contact center 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.

• 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.

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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 omni-channel options like chat and e-mail to take the conversation beyond voice.

• A customizable 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, 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 center interaction, based on customizable templates.

• Agent scheduling capabilities help ensure contact center 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 synchronized based on select function, region, time of day and by organization - 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.

• 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