Call Centre Features

Just a single unpleasant call experience can cause a customer to take their business elsewhere – and worse yet – post details about that experience online. UNIVERGE BLUE CONNECT helps make a direct and lasting impact on customer satisfaction by helping businesses to cut hold times, increase call effectiveness, and improve your employees’ ability to resolve issues quickly.

Plus, the Call Analytics and Reporting included with CONNECT gives your business the insights to make better staffing and coaching decisions for your employees - using real-time data to track employee and customer engagement activities. These call centre features are included free with every UNIVERGE BLUE CONNECT user license.

AUTOMATED ATTENDANT

Immediately answers and routes incoming customer calls to the right group, or to a specific agent.

• Answers and routes calls 24 hours per day, 7 days a week.
• Customized calendars for specialized routing according to business hours, holidays, special events, and more.

SUPERVISOR IN-CALL ASSISTANCE

Allows supervisors to monitor, assist, or join ongoing calls in order to assist in coaching, and to enhance employee effectiveness as well as the customer experience.

• Monitor to listen to a live call
• Whisper to assist an agent without the customer hearing
• Barge to join a live call as a participant.

TRACKING & ANALYTICS

Get a clear insight into the calling effectiveness and efficiency of individual employees, as well as the entire organization.

• Agent/Group Activity Reporting
• Historical Reporting and Report Scheduling
• Current Agent and Queue Status
• Real-time Call Statistics Dashboard - suitable for both desktop or wallboard