UCONTACT

Transform your customer experience. Centralize all customer interactions on a unified platform and improve your contact center efficiency.

Features

Feature

Feature Description VOICE OMNI Core voice features Voice campaign manageme...

Feature Codes

Introduction This manual is oriented to know the operation of the telephone switchboard and PBX ...

Profiles

There are two types of users inside uContact, those are: Agent uContact Agent is a module fo...

Agent

Introduction uContact Agent is a module for the call centre agent as the total solution for in...

Supervisor

Types of licenses Permissions The Supervisor profile can see in the left side section al...

Voice

The dialers allow the creation of direct dialing campaigns using different types of channels and ...

Voice Campaigns

Administration First, we must specify the type of the campaign. There are two possi...

Dialing Strategies

There are 7 call distribution strategies in uContact, which are: ringall leastrecent ...

Flows Dialers

VoiceBroadCast exten=> _X.,1,Set(CHANNEL(Language)=es) exten=> _X.,2,Answer(5) exten=> _X.,3,S...

Omnichannel

Ring Strategies

Webchat

Campaign Settings Here Webchat campaigns will be created. The configuration screen looks like t...

Email

Email Management To manage the configuration of the email campaigns in uContact, it is necessary...

SMS / WAB

SMS/Whatsapp Providers For more information on the creation of SMS or Whatsapp providers, go to ...

Recordings

Sending to external storage

Security

Based on these considerations, they must also be taken into account for the antivirus scanning po...

Considerations

The network where agents are working, must consider the following Port 3478 UDP/TCP must be o...

ISO 27001

The international standard ISO 27001 allows the assurance, confidentiality, and integrity of data...

PCI Compliance

PCI is the Payment Card Industry Data Security Standard, also known as PCI DSS and is an exclusiv...

Infrastructure

Architecture

The connection is via HTTPS with a level 3 certificate via (https://xxxx.ucontactcloud.com), uCon...

Computer equipment

Terminal Agents and SupervisorsThe teams of agents and supervisors must have the following minimu...

guides

uContact Guides

Conference Calls - ENG

Step 1: Initially, when the call is in progress and to initiate a conference or a multi-way call,...

Transfer calls - ENG

In uContact, there are two features that will help us perform effective call transfers. Atten...

Academy

uContact Agent is a module focused on the call center agent as a total integration solution with ...

The Agent's Profile

Take the following training course to complete your uContact #Agent certification. Start with an ...

The Softphone

Learn how to use the uContact Softphone, developed natively in the solution using WebRTC technolo...

The Agent's Interface

Personalize your uContact workspace so that your user experience with our solution is as close as...

The Unified Inbox

With uContact's unified inbox, agents can connect with customers on the digital channel of their ...

The agent Workspace

Training Agenda

Agent Estimated time: 1 hour Operation Requirements Agent Interface Description Phone Breaks...