UConnect
Call Center Management Platforms
Improve the Inbound and Outbound Calling Experience
UConnect
Improve the Inbound and Outbound Calling Experience
The HugeUC Call Center extends your PBX for cost-effective inbound and outbound calling capabilities. Get functionality that goes beyond basic hunt groups, along with supervisory controls and more comprehensive reporting and statistics.
Key Features
Customized call queue routing and thresholds
Queuing and ring status
Comprehensive agent customization
Audio monitoring (listen, whisper, and barge)
Call recording at device, user, and queue levels
Call-back
option
Agent
announcement
Graphs, statistics, and trend analysis
Agent announcement
Real-time monitoring and alerts
Configurable dashboards and customizable wallboard with queue analytics
Graphs, statistics, and trend analysis
Scheduled
reports
UConnect Pro
Manage Interactions Across Channels
Create a high-quality inbound and outbound communications experience for your customers and employees. Our feature-rich Contact Center solution expands on basic call center functionality to deliver advanced capabilities—such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice—with a clean and intuitive interface.
Key Features
Channel Types
- Voice
- SMS
- WebChat
Agent Experience
- Web-based UX
- Downloadable client
- Browser-based softphone
- PBX phone support
- Call dispositions
- Call notes
- DND codes (agent state)
- Screenpop/agent scripting support
- Contact history display
- Canned Responses
Queue Treatments
- Skills-based routing
- Queue actions/rules
- Call back in queue (CBIQ)
- SMS Keyword Responder
- Custom routing logic support
Dashboards and Reporting
- Standardized reports
- Customizable reports
- Report subscriptions
- Real-time agent dashboard
- Real-time queues dashboard
- Export data for external analytics
Third-Party Integrations
- CRM (Salesforce, Zendesk, Zoho, Shopify)
- Cloud storage (AWS, Google, Azure, SFTP, FTPS)
- TTS (Google, Microsoft, IBM Watson)
- WFM support
Other Features
- Outbound dialer campaigns (SMS, voice)
- List management with import
- Contact manager
- Chat bots
- Single sign-on support
- Enhanced security with 2FA
- Redundant/HA architecture for maximum uptime