| 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 |
