Contact Centre

Telephony will always be a staple choice of many customer’s communication. VanillaIP gives the customers telephony they can trust. A flexible BroadSoft based telephony infrastructure ensures customers can stay connected, whether their team is on a premises or hybrid working. We give customers the ability to control their voice costs with BroadSoft based call queue licencing.

Provision new phone numbers or move existing numbers over. The simple Uboss administration lets you scale your cloud communications with ease for a 100% cloud call centre solution.

Keeping your customers connected through seamless, cross linked interactions allows for the more meaningful interactions that keep people coming back.  Communication can be live with webchat or phone calls or you can give the customer the option to apply for a call back. Ultimately, you want to stop the customer from leaving your service, frustrated.

With Unity Contact centre you can give your agents the ability to resolve customer queries through Web Chat, Email queues, SMS and social media. Allowing your customer engagement teams to multi-task any incoming contact and ensuring optimal customer service and first contact resolution.

Measure your contact centre performance within Uboss or through 3^rd party suppliers. Call analytics includes  detailed data on inbound call volume, call time, hold time, lost call reports and more. It is important to see the data live and historically to reveal insights and improve performance.

Uboss

Customers will automatically have access to Uboss’s feature reports, historical data and detailed report breakdowns. Allowing customers to see analysis of the options  people are pressing on the auto-attendant, graphical heat maps showing peaks and troughs through the day as well as all the call centre reports available.

Call Centre reports Available

• • Agent Summary
  • Agent Activity Detail
  • Auto Attendant Activity
  • Call Centre Summary
  • Call Detail
  • Disposition Code Call
  • DNIS Detail Report

  Heat Map

Unity Dashboard

Unity can provide live dashboards with real-time visibility of queue conditions across the Call Centre or customer business.  The dashboard can be configured from over 80 statistics to highlight metrics that are important to you/your customers.

The Akixi range of products can simply and easily bring some additional real time or scheduled reporting and control to your inbound and outbound customer facing teams. There are some fantastic features including a truly dynamic report on ‘abandoned’ call, calls where a customer/prospect has attempted to reach you, but the call was not answered. This report not only highlights those missed calls but also if the customer tried again successfully or was call back by your team, turning a potential bad experience into a great experience. Other popular reports are the live leader boards for inbound and outbound calls as well as the simple Smartphone performance board for directors to keep their eye on things whilst travelling

• Reports
• Live monitoring
• Mobile monitoring

Call recording may not be applicable for all businesses but for those who want to capture and gain valuable insight into important customer interactions, this solution is key.

All users can have the optional call recording service, which can be configured in a number of ways, and where recordings are available in the Uboss platform 15 minutes after the call has been made. Security levels are assigned to recorded calls and is based on user level. So only users who made the call and their supervisors can download and listen back to calls.

IVR (interactive voice response) is a telephony solution that allows key based interaction with callers to efficiently direct them to the right department or employee as well as giving them the chance to hear marketing messages from you before they are pushed to an answer phone or possibly into the arms of a competitor.

ProMusic can help provide professional in-queue and on-hold announcement and music that gives callers great first impressions. As callers to your business will typically spend about 20% of the call time on hold, it’s important your in-queue and on-hold audio is optimised.

Go Integrator Cara from Mondago is a powerful application, which allows businesses a high level of integration between their Cisco-BroadSoft based phone solution and their CRM.

The application allows end-users to deliver an enhanced customer experience by quickly and seamlessly providing access to customer records and ensuring actions and notes are easily captured.

Go Integrator Cara is compatible with over 100 CRM applications, with more becoming available every month, making your addressable market massive.

Benefits include:

• Improve the quality and professionalism of your call handling and the caller’s experience
• Increase the productivity and collaboration of your phone system’s users
• Reduce the time and costs involved with making and receiving large volumes of calls
• Realize the full potential of your hosted telephony solution

Choose one of the three licenses that best serves you – Solo, Team and Unite

All reporting and call recordings are stored within Uboss meaning the customer only has one portal to access all information on calling patterns, and to make changes to existing queues and services.  With queuing in the cloud, Skills Based and Priority Based routing, VanillaIP Cloud Call Centre is an essential tool in improving call handling and first call resolution for your customers.

Vision360, a web-based portal that is ready to provide in depth reporting for users and calling services. Real-time and historical data is available via dashboards,

pre-built and customizable reports,

Vision360 is easy deployable On-Demand via Uboss, key features include Reports based:

• Call Centre Queues
• Agent
• Hunt Groups
• Auto Attendants
• Unity Keep My Place in Queue
• Unreturned Abandoned Calls
• CLI Tracking