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UC for Business - UNIVERGE 3C

UC for Business-UNIVERGE 3C (UCB-UNIVERGE 3C) contact center is a powerful unified communications solution combined with a sophisticated contact center application.

With this smart multimedia solution, your agents are provided with the tools they need to efficiently manage large numbers of inbound inquiries and outbound contacts – by email, fax, web chat, Short Message Service (SMS) or phone – which results in superior agent performance and an empowered workforce.UCB-UNIVERGE 3C contact center:

  • Applies standard contact handling methods to all media types
  • Optimizes an agent’s time through the use of a single intuitive desktop interface
  • Offers skills-based routing to reduce talk time and transfers between agents
  • Enables agents to answer calls faster and reduce call abandonment
  • Provides self-service options to callers to give them alternatives to waiting or hanging up via its integrated Interactive Voice Response (IVR) capability
  • Ensures first call resolution through the use of Presence
  • Increases agent efficiency for higher productivity and cost reduction
  • Supports mobile and remote workers
  • Provides supervisors and managers with a real-time snapshot of the contact center via their desktop PC
  • Improves customer service and loyalty

UCB-UNIVERGE 3C contact center can be customized to your individual business requirements to ensure a balance between customer expectations/demands and your available resources – which results in satisfied customers.