The integrated features of UCaaS support business communication in seamless, well-integrated ways. One feature that helps businesses transform the way they communicate is Contact Center. Specifically, it solves many of the problems typically associated with managing customer communications. Watch below as Chris Kadoun leads us through a demonstration of UCaaS Contact Center:
Contact Center Demo
Contact Center can consist of many different aspects, many of which are customizable on an organizational and agent by agent basis. Here, many different types of communications are encompassed, including voice, chat, text, email and more.
Ignite Interface
The Ignite interface is for both agents and supervisors. It allows for the management of everything that’s going on within the Contact Center. Easily customizable widgets allow you to customize the layout to meet your needs. Keep track of all your agents, and know who’s idle, unavailable, not present or offline. Manage your queue and always know the status of your longest waiting call. Also, non-Contact Center agents can be viewed from within this interface.
Inbox Interface
Within their inbox, individual agents manage their different types of media. In a layout that mimics what you would experience in Outlook, agents can manage email, chat, SMS, etc. And with all of their communications in one place, it’s easy to assess communications over the days, weeks and months. Each agent is able to customize their profile and set how they want their inbox to appear. Also, because Contact Center is a web interface, agents can access their interface from any device via web browser login.
Historical Reporting
One key feature of Contact Center is its historical reporting option. Here, you have the ability to run reports on just about anything to do with Contact Center communications, including: on voice, email, chat, SMS, Multimedia, Workflow, Lifecycle, Administrative, etc. And as you saw in the video, each of those categories can be further broken down into more specific data sets.
I hope you enjoyed this UCaaS demonstration of Contact Center. If you’d like to learn more about Contact Center, I covered a few of its key features here.
