Unified with UNIVERGE BLUE CONNECT

This new unified platform experience gives every employee in your business the tools they need to work together and with customers to get their job done faster and easier than ever before in one application. As a result, you’ll unlock:

• Faster Service Speed - Advanced call management tools unified within CONNECT give your users better tools to resolve customer calls faster.
• Better Productivity - Let employees quickly and easily collaborate to help each other or a customer.
• Better Service Quality - Supervisors have improved visibility into their customer experience and customer-facing users have better access to other employees.
• Amazing Flexibility - Streamline onboarding and give any user immediate access to help manage customer calls instantly.

Key features of Unified CONNECT and ENGAGE

One Application for Collaboration and Communications

The unified experience has everything employees need regardless of their role.

For Internal Collaboration

Employees that need to collaborate can do so quickly and easily using calls, meetings, chats, and file sharing.

For Customer Communication

Frontline users have all the tools (multichannel queues, active call routing, contact directories) they need to:

• Manage their active calls, chats, SMS texts, and emails
• Measure their performance
• Collaborate internally while CONNECT shields them from other calls

When they’re done, they can log out of their call queues and focus on getting other work done by using CONNECT to collaborate with their peers.

Status/Presence Sync

Get faster customer call resolution with clear visibility into colleague availability across the organization and the ability to easily engage them to aid in customer interactions.

CONNECT’s Advanced Interaction Handling Capabilities

Get access to advanced voice interaction handling capabilities within CONNECT including:

Inbound multichannel interactions

Let frontline users handle  voice, chat, SMS, and email interactions from multiple queues.

For Voice

• Dialout – Make a call and select what number you want to show in the caller ID.
• Conference Call – Bring in other team members into an active customer call.
• Call Transfers – Check with team members to see if they’re available first before transferring a call.
• Automatic Scheduled Dialout Campaigns – Let frontline users participate in dialout campaigns that automatically initiates outbound calls based on a call list.
• Callbacks – Let callers who are waiting in the queue enter a phone number and be called back instead of remaining on hold.
• Relevant Caller Information – See pertinent customer information to resolve calls faster.
• Call Classifications – Document the outcome of a call based on the type of call and what actions were taken to resolve it.

For Chat/SMS

• Simultaneous Interaction Handling – Let frontline users view and manage multiple chats/SMS threads at one time to expedite response time.
• Response Templates – Reduce manual responses with response templates for greetings, common questions, etc.
• Chat Classification - Document the outcome of a chat based on the type of conversation and what actions were taken to resolve it.

For Email

• Receive/Reply/Forward - Treat incoming emails as you normally would but track response time and classify the interaction to improve the customer experience.
• Suspend and Resume Emails - Put an email “on hold” and come back to it later when you have more information.
• Receive and attach files - Simplify information exchange by attaching and receiving files.

Collaborate with Anyone to Resolve Calls

Call, chat, and meet easily with others while actively handling a customer call. Bring employees into a call to assist and excuse them or yourself when needed.