GREATER RESPONSIVENESS

UNIVERGE BLUE^® ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services. 

• Highly flexible solution including easy deployment for remote / home workers. 
• Scalable from the smallest call-centric teams to large omni-channel environments. 
• Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience. 

• Reduces response time and improves service quality along with caller and agent experiences. 
• Compatibility with most CRM, ERP, and EHR systems and collaborative apps ensures easy adoption and minimizes disruptions. 

EFFICIENT HANDLING

Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available. 

• Faster, more appropriate and efficient resolution of calls, with omni-channel options like chat and e-mail to take the conversation beyond voice. 
• A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources. 
• The agent client is configurable to specific requirements or frequent caller requests. 

• Calls can be answered via a built-in smartphone application, traditional desktop telephone, or over a VoIP connection. 
• Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience. 
• Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates. 
• Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand. 

TAILORED SERVICES

UNIVERGE BLUE^® ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained. 

• Automatic call distribution can be synchronized based on select function, region, time of day and by organization – or industry-specific criteria. 
• Customized voice prompts allow callers to self-manage their call, retrieving information needed, reaching a specific department or individual and contacting an agent when required. 
• Silent mode along with phone and web-based conversation prompts allows supervisors to monitor agent activity to check performance and ensure calls are handled correctly. 
• A secure widget-based dashboard provides easy access to real-time reporting on all activity for total transparency. 

• Outreach tools power two-way conversations and extend contact center reach while respecting audience preferences 

UNLOCK MORE WITH CONNECT

Drive even more employee efficiency and a superior customer experience by accessing advanced call features within CONNECT. CONNECT and ENGAGE – more powerful combined together. 

• Unified with CONNECT - Seamlessly access advanced call handling in CONNECT to manage customers and get back to collaborating with peers when done. 
• Greater Flexibility – Effortlessly give CONNECT users access to call queues without needing to onboard them to a different application. 
• Unified Presence & Collaboration - Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while on calls. 
• Advanced Call Handling - Access advanced customer call capabilities within CONNECT including Dialout, Automatic Scheduled Dialout campaigns, Inbound Voice Interactions, Callbacks, Relevant Caller Information, and Call Classifications.