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Giving your business all the tools it needs for a complete contact centre solution


Unite Telecoms recognises that contact centres come in all different shapes and sizes and we understand the pain points our customers face so we make these our top priority when working with you.

For large professional Contact Centres that manage many different campaigns the quality of tools can save considerable resources second by second, day by day. Often, though, the manner and structure of the workflow and staff positioning is what matters most.

With large numbers of users costs can escalate quickly, especially when using ISDN (Integrated Services Digital Network) and paying per minute.

Contact Centre PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability whilst saving you money.

We understand what’s important to you


Contact Centre Edition


Our Contact Centre Edition is designed to simplify and enhance call management at busy call centres and contact centres of any size.

We can give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring.

Fed up with your existing phone system?                                                         Get your FREE trial today

Our complete contact centre solution – Key Features


Dialer


With the Contact Centre Edition comes a fully customisable licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call.

Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.

Real time agent monitoring


This feature ensures that your call centre workforce is effective, successful and consistently delivering outstanding customer service, which is what every business relies upon to be successful.

By using the “Monitor” feature you can listen in on an active call and identify problems quickly. Whilst listening you can use the “Whisper” feature to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Contact Centre PBX Wallboard


PBXware Contact Centre Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call centre performance. Wallboards keep Agents informed with all call centre activities while allowing them to remain focused on their own tasks.

It is so important and essential to have full visibility of your teams performance. Not only to ensure KPI’s are achieved but also to support and assist with training and mentoring

Unlimited Queues (ACD)


Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Monitor Pages


A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections CallsAgents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

queue stats

Queue Statistics and Reports


A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections CallsAgents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

Improve Service Quality


A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections CallsAgents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

IVR Statistics


IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.

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