Feature List Feature Description VOICE OMNI Core voice features Voice campaign management YES YES Inbound campaigns  Deliver high-quality voice experiences through all inbound interactions.  YES YES Outbound campaigns  Deliver high-quality voice experiences through all outbound interactions. YES YES Blended campaigns  Deliver high-quality voice experiences through all blended interactions. YES YES Softphone Start and/or pick up calls directly from uContact's native mobile & desktop softphone.  YES YES Multiple campaigns (at once) Be active in more than one campaign at the same time. YES YES Automatic Call Distribution (ACD) Put your business in autopilot using uContact's native ACD software YES YES Intelligent & Priority Routing  Intelligently route incoming calls to the most appropriate agent or department within your company. YES YES Call Queuing  Route callers to the next available agent.  YES YES Virtual Hold (Queue Callbacks)  Allows callers to hung up and receive a call without losing their places in line.  YES YES Call recordings Record & listen to interactions from all available channels. YES YES Screen pop-up Form appears automatically as soon as a call is finished YES YES Wrap-up time Time interval granted to the agent to manage calls after they ended. YES YES Conference calling  Have a three-way conversation –and more!  YES YES Custom breaks Assign different 'break' activities based on the agents' needs.  YES YES After-business hours & Holiday rules Automatic & customizable notification when a call is executed outside campaign/business hours.  YES YES Estimated wait time Callers are notified about the estimated time they have to wait before being attended by an agent YES YES Disposition Management | Category codes Categorize call outcomes (occupied, not connected, blocked/wrong number, abandoned & others).  YES YES Call monitoring  Listen to calls to manage call quality and agent performance.  YES YES Auto-dialers YES YES Predictive Calls multiple numbers at once and connects the calls with the available agent when the client answers.  YES YES Powerdialer Calls the client first but with a more real-time calculation of the overdial.  YES YES Preview Calls the agent first and, based on his availability, amd then transfers the call to the client.  YES YES Progressive Assigns a client to a specific agent and he only interacts with him.  YES YES Reverse Progressive Exclusive configuration of the Progressive dialer, but calls the client first.  YES YES Voice Broadcast (Press-1 campaigns) Mass broadcast of prerecorded voice messages (surveys, notifications, and more). YES YES Answering Machine Detection (AMD) Automatic detection of voice mails & distinction between human and robotic voice. YES YES List mixing  Assign dialers a specific dialing percentage or priority to different lists and maintain high contactability levels. YES YES Automatic list recycling  Select contacts you wish to keep trying to reach and generate a new list that includes them.  YES YES Do-Not-Call Registry (DNCR) list management Create a 'blacklist' and avoid dialing certain contacts YES YES Voice automation YES YES Interactive Voice Response (IVR) Built with text-to-speech technology, allows computers to interact with human callers through voice commands YES YES Text-to-Speech (TTS)* Assistive technology that reads digital text aloud.  YES YES Automatic Speech Recognition  Converts an incoming human-spoken audio into text thanks to acoustic & language models.  YES YES Omnichannel features Unified Inbox  Meet customers in the digital channel of their choice, integrating all touchpoints in the same place.  NO YES Unified Notification Center Receive new interaction notifications from all channels in the same notification bar.  NO YES Transfer interaction (to agents and/or groups). Transfer any interaction from one agent, group or campaign to the other.  NO YES Disposition Management | Category codes Categorize digital interaction outcomes (occupied, not connected, blocked/wrong number, abandoned & others).  NO YES Post-interaction Satisfaction Surveys  Receive customer feedback at the completion of all interactions.  NO YES Omnichannel Interaction Recordings Audio & screen recordings of all digital interactions.  NO YES Bot Automation Automate all digital interactions using uContact's native & customizable Bots.  NO YES WhatsApp Business NO YES Official WhatsApp Business Provider Integration* Officially integrated to several Facebook-certified WhatsApp Business providers (Gupshup, Infobip, Wavy & more). NO YES Inbound WhatsApp Business Campaigns Receive & answer interactions directly from uContact, just as you would from the app.  NO YES Pre-Approved Templates for Outbound Campaigns Use WhatsApp Business-approved templates in your outbound campaigns NO YES Facebook & Facebook Messenger NO YES Facebook wall & posts Receive & handle notifications each time the company has been mentioned in a comment/post.  NO YES Facebook Messenger Receive & answer direct messages from your Facebook page directly from uContact NO YES WebChat NO YES Audio calls with WebRTC Start and/or answer audio calls directly from your website using Web RTC technology.  NO YES Video calls with WebRTC Start and/or answer HD video calls directly from your website using Web RTC technology.  NO YES Share screen Share your screen directly from the WebChat.  NO YES Request screen Request your client's screen.  NO YES Email NO YES Bulk & One-to-One email campaigns Send emails to one or multiple recipients at one time.  NO YES Send & receive attachments Send & receive files securely with File Transfer Protocol (FTP). NO YES Customizable email templates Use one of uContact's email templates or easily create/design your own. NO YES SMS & MMS NO YES Bulk & One-to-One SMS campaigns Send SMS campaigns to one or multiple recipients.  NO YES Multimedia Messaging Service (MMS) Send multimedia messages to one or multiple recipients.  NO YES Low-code Development Tools Workflow Designer Build your own workflows with uContact’s low-code programming workflow designer. YES YES Report Creator & Designer Use a standard data capturing form, integrate your own CRM, or build your own forms from scratch. YES YES Data-capturing Form Designer Use one of uContact’s +200 available reports or use our low-code report designer to create your own. YES YES Workforce Management Omnichannel Recordings Record interactions from all digital channels.  NO YES Call Recordings Record inbound and/or outbound calls.  NO YES Screen Recordings ** HD screen recordings NO YES Agent Coaching (Spy, Whisper & Real-Time feedback) Listen to your agent's conversations in real-time and whisper feedback in real-time. NO YES Satisfaction Surveys Receive customer feedback at the completion of all interactions. NO YES Reporting & Analytics Real-Time Dashboards Omnichannel & real-time monitoring of daily performance. YES YES Historical Reporting Generate & access reports with information from the first day using uContact YES YES Graphical Alerts Receive graphic & automatic alerts whenever something happens in your Contact Center.  YES YES Omnichannel Reports Report generation of statistics from all integrated channels.  YES YES Standard & Customizable Reports Use one of uContact's +300 preset reports or tailor-make your own.  YES YES Schedule Reports Schedule report generation for a date and time of your convenience.  YES YES Real-Time Supervision Be aware of what's happening in your Contact Center at all times and in real-time.  YES YES Survey Reports Report the answers of the satisfaction surveys sent.  YES YES Report Export (PDF, XLS, CSV).  Export reports in the format of your choice.  YES YES Gamification Daily Customizable Games & Challenges Set daily goals and challenges to keep motivation levels up. NO YES Objectives by agent, group and/or area Set objectives to your agents, groups and departments in your Contact Center.  NO YES Rewards & Recognitions Give badges, rewards and/or monthly recognitions to your top-performing agents or groups.  NO YES Avatars Each agent or supervisor has its own customizable avatar.  NO YES Rankings Real-time ranking of your agents according to their performance in games and challenges.  NO YES Security & Quality Monitoring Quality Monitoring  Formally score, evaluate & report in agent calls to measure success. YES YES Standard COPC Instrument to measure performance and quality of all interactions.  YES YES Encryption All interactions are end-to-end encrypted to avoid unauthorized access to our clients' data.  YES YES Permissions per user-type Each license has access to specific features and permissions.  YES YES General | Technical Features CRM Lite Powerful CRM system (native or integrated) for successful campaign management.  YES YES 100% Browser-based Access uContact directly from a browser, no app download or plug-in install needed.  YES YES Home Agents Thanks to its Web RTC technology, agents can access uContact anywhere.  YES YES Customizable Breaks | Status Agents can change their status activity in real-time.  YES YES Multiple Languages English, Spanish, Portuguese & Italian.  YES YES