GREATER
RESPONSIVENESS

UNIVERGE BLUE ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services and UNIVERGE BLUE artificial intelligence (AI) capabilities.

• 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.
• Save time while improving customer experiences by automating workflows and removing the guesswork from quality management through AI-powered functionality.
• 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.

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.
• UNIVERGE BLUE AI-powered capabilities:
  • AI Call and Voicemail Transcription & Redaction transcribes inbound/outbound calls and removes sensitive information
  • AI Evaluator auto-assigns calls that mention key phrases to supervisors and allows them to read transcripts and summaries
  • AI Sentiment Analysis with sentiment and keyword search tags calls as positive, negative, or neutral and lets supervisors search by sentiment
  • AI Interaction Summary provides automatic inbound/outbound call summaries based on transcribed calls and can be accessed by supervisors
• 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.

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.

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