Why choose a CCaaS Solution?

Today’s contact center teams are under pressure to contribute significantly to top-line revenue and bottom-line profit. That, along with the demand to deliver an exceptional customer experience, can make contact center implementation a daunting task. To help customers ensure that their contact center fully realizes all of its goals, UNIVERGE BLUE offers a leading Contact Center Software as a Service solution (CCaaS) combining the most robust suite of features with carrier-grade reliability and world-class deployment and support services.

Unlike traditional on-premises systems, UNIVERGE BLUE ENGAGE Contact Center (CCaaS) can be up and running within days, not months. Plus, you’ll always have the latest, most advanced contact center tools and technology at your fingertips, including artificial intelligence capabilities, powered by UNIVERGE BLUE PULSE™. With no need for bulky on-site equipment, and with our UNIVERGE BLUE experts with you every step of the way, your transition to the cloud is seamless and stress-free.

Provide a best-in-class customer experience with a contact center solution that gives you superior reliability, along with easier adoption and faster, more accurate resolve times:

• Support multi-site contact centers and remote agents
• Centralize management from one portal, accessible anywhere, any time
• Keep an eye on service levels, and analyze team performance by queue, team, or agent with real-time dashboards and historical reports
• Easily manage customizable agent skillsets and statuses
• Centralize the handling of web chat, email, and SMS in a single application with our multi-channel capabilities
• Enhance audience engagement with outbound dialing and advanced outreach campaign capabilities
• Send out post-call surveys to measure satisfaction
• Quickly and easily integrate with CRM and WFM systems
• And much more...