integra ccs - ucontact - contact center solutions
DESCRIPTION
uContact is a pre-integrated multi-media solution that delivers Phone, E-mail, Web Chat, Web Call Back, IVR and other functions in a single solution. This integration enables you to launch and manage fully functional contact centers far more quickly and at a significantly lower cost, whether you are a small business or a multi-site enterprise. uContact allows you to deliver the best customer experience in each interaction for any channel on an unified software platform. More information at: www.integraccs.comTRANSCRIPT
intelligent communication
Who We Are….
Telephony and Communications
Solutions
More then 120 customers
Presence in 13 Latin America
Countries and the Caribbean
Millions of interactions
handled daily
World-Class Customer Service
Team
In a few words what we do us is…
…assist our partners in offering the best experience to their customers in each and every conversation and through any channel. All this with a single software platform.
4
Unified Contact is an All-in-One Solution
for the Unified Management
of Contact Centers.
MULTIPLE CHANNELS, UNIQUE SOLUTION
§ Inbound & Outbound § VoIP & TDM § Full Featured PBX (Replaces or Integrates with your current PBX) § Hard phones, Soft phones § Intelligent call routing at a lower cost § Voicemail § Virtual Hold: call back for Abandoned/Dropped calls
Voice Interaction - ACD
Features
§ Automating the administration of incoming and outgoing calls § Dynamic and Personalized menus according to customer requirements § Simplified Workflow Design by using "Drag & Drop" § Interactive Voice Recognition (ASR and TTS) § Access to Any Data Source
IVR
§ Incoming and outgoing SMS § Bulk SMS campaigns. § Personalized Messages that are integrated to the IVR System § On Demand Outgoing SMS from the IVR System
SMS
Features
§ Web Click to Call: § The Customer may call an agent from your Company’s Website
§ Web Call Back: § The Customer leaves their phone on the website and an agent will contact
the Customer
WEB
§ Web Chat: The Customer has the ability to chat with an agent
§ Chat between agents and supervisor.
CHAT - IM
Features
§ Voice Broadcast § System Dialer with pre recorded messages and IVR workflows
§ Power Dialer § System Dialer for your campaigns to optimize time and effort
DIALER
System Users
User: Agent
Main features and benefits for AGENTS: • Agent 100% web enabled that gives agents
the tools for productivity, no matter if they are working in the headquarters, in a branch or at home.
• Notification center • Management of states (pauses, breaks, and
more). • Call recording full or on demand. • Custom campaigns.
Demo uContact Agent http://bit.ly/16TvHhE
User: Supervisor
Main features and benefits for SUPERVISORS: • Real-time monitoring.
• Listen: spy, coaching, barge • Dynamic configuration of dashboards. • Reports of control. • Online alerts, via email and SMS. • Recording for: Audio, Screen and Keyboard • Module for quality management.
Demo uContact Supervisor: http://bit.ly/16TvaMD
User: Administrator
Main features and benefits for ADMINISTRATORS: • Unified Management.
• Agents. • Carriers. • Campaigns.
• Reports. • Business Intelligence. • Security. • Audios.
• Dial Plan.
Demo uContact Administrator: http://bit.ly/1du3dRM
uContact Tools
Key Features: • Create communication workflow
dinamically.
• Drag & Drop.
• Use intuitive for non-technical users.
Tools: uContact Designer
Key features: • Creating screens and workflow custom
information capture.
• Extremely easy to use, without having to learn any proprietary language.
• Integrated 100% with uContact Agent allowing events such as pop-up on incoming calls, dial contacts directly from a button on the form, managing outbound campaigns based on the form.
• Statistical reports and operational information generated.
Tools: uContact Forms
Key features:
• Complete set of pre-designed reports.
• Powerful tool for creating reports.
• Reports communications combined with system information management.
Tools: uContact Reports
Business Solutions
Allows you to optimize your sales force with a single solution for managing the customers. In a consolidated screen, we present a complete view of the customer and the ability to contact them on the best channel.
Telemarketing
Business Solutions
Allow the Contact Center full integration with your core business. Maximize alternative channels of communication with an IVR for phone banking, SMS notifications, Web Chat and Web Click to Call from the Home Banking, among others.
Financial Institutions
Make the management of collections and recoveries integrated with our solution specially designed to automate the collection process. Optimize contact rates with debtors through SMS notifications and prerecorded messages.
Collections
Surveys and interviews are fully automated through our platform, including alternative channels to reach your target audience. Perform automated surveys through our automatic dialers with pre-recorded messages and IVR.
Market Research
Business Solutions
Our solution allows you to comprehensively managing agendas, for fixing appointments or meetings. The system can automatically generate the prior notifications to the scheduled meetings.
Agenda
Our platform allows an unified view of your customers interactions. Improve the times and response rates through a fully integrated solution.
Customer Care
Business Solutions
uContact Only one solution for multiple channels
Competition
Voice and data on harmony, easy integration with CRM, ERP, etc.
High flexibility, natural growth
No hidden costs, no hardware or proprietary software required
Simple user experience
Specific solutions difficult to interconnect
Complex and costly integration.
Rigid and static systems.
Hidden costs of operating system, database and proprietary hardware.
Complex graphic interfaces that increase system learning curve
High cost of support and upgrades
Pay for a solution Pay for a brand
Reduced support costs
Some differential advantages:
www.integraccs.com
INTEGRA CCS
@INTEGRACCS