Directory Listing: Unity4
Unity4
Unity4 has used its 20 years experience running its own cloud-powered contact centre to provide the same for clients to run their own customer contact operations inclusive of recruitment, payroll, HR Management, Scripting, Reporting, Call recording, QA, customer experience and Analytics. Best of all with Unity4's no lock-in service agreement means clients pay for what they need flexing technology costs to correspond with activity and revenue.
Primary Address: Level 2, 410 Crown Street Surry Hills , NSW 2010, Australia
Phone Number: +61296998279
Website: https://www.unity4.com/technology-as-a-service/
Tags: Call Recording Cloud Based Call Centre Software Call Centre IVR Multi-channel capability Remote/Home Agent Capability Outbound Dialler Skills Based Routing
Technology / Contact Centre Technology / Unity4
Overview
RapportCMS is an end to end contact centre platform with all key call centre tools available on demand
- IVR Custom queues, on-hold messaging / call screening and advanced functionality including automated order tracking/customer surveys
- ACD Skills-based routing virtual contact centre, an agent can-log in from anywhere and be part of a single contact centre
- INTELLIGENT ROUTINGAll administration and access to reporting are available within an easy to use portal
- OUTBOUND PREDICTIVE DIALLING Intuitive predictive dialler integrated with the scripting tool
- INTEGRATED OMNICHANNEL Chat, Email, SMS
- POWERFUL SCRIPTING TOOL
- CRM INTEGRATION
- REALTIME OUTBOUND MONITORING Built-in alert systems
- DETAILED REPORTING Online telephony and operational data in real-time
- HISTORICAL AGENT REPORTING Ready-made suite of reports or custom design your own
- CALL RECORDING AND SCORING Online high-quality call recording with integrated Quality Assurance Compliance module Online Scorecards are fully customisable by campaign / Call Type
- SPEECH ANALYTICS High-quality call recording and a market-leading speech-to-text engine, the service accurately listens and collates 100% of conversations 24/7
- ONLINE TRAINING ROOMS Virtual classrooms fostering an ideal agent learning environment
- MULTI-CHANNEL RULES ENGINE
- SOCIAL MEDIA TOOLS
- RECRUITMENT Customisable system
- INTEGRATED AGENT SCHEDULING TOOL
- INTERACTION MANAGER Making complex Agent processes simple to follow
- INTEGRATED PAYROLL
- SECURE DATA TRANSFER
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