Contact Centre

The front door, the every door to your business

Today, its all about connecting with customers

the way they want, when they want.

Today’s customers are more demanding than ever. Every contact is a new ‘moment of truth’ – an opportunity to meet and exceed your client’s experience with you. 

Each interaction should be consistent and seamless, handling the inquiry, transaction or problem the first time. 

Whether contact is via a traditional telephone call, via email, chat, SMS, IM or even social media you need to be ready to handle the contact efficiently and effectively.

That’s where a modern, omni channel contact center comes to the fore. Let Unity help guide you through purchasing your next Contact Center.

Contact Center

At-home Agents

The COVID pandemic changed everything. Both in terms of customer expectations and how business needed to rethink their contact centre strategy.

At-home agents became the norm.

It requires contact centre technology that doesn't depend on where the agents are located, ensures each contact gets to the right agent, provides management visibility into everything that is happening and the flexibility to change things quickly. 

We know how to effectively set up a contact centre to support at-home agents.

Businesswoman Working from home

Core Capabilities

Omni Channel

Call Centres proved it was possible to improve customer experience and reduce costs by centralizing inbound customer calls. Today, customers have access to many more media types – email, Chat, Social Media and more. For many businesses these are handled in silo’s or separate groups, if at all.

A state of the art, omnichannel contact center brings this all together to provide a consistent, seamless customer experience across all communication channels.

Outbound Dialling

Businesses need to reach out to customers for a variety of reasons, product recalls or updates, new sales, responding to inbound inquiries and much more.

Diallers offload agents by automatically screening out unanswered calls, hang ups or simply leave voicemails. Diallers can offer Progressive, Power and Predictive options, reducing agent costs and optimizing call completion.

Workforce Management and Optimization

Call quality and agent productivity are two key factors for Contact Centers, balancing customer experience against costs. Excellent customer experience starts with engaged agents delivering quality service. Contact Centers need the right tools to measure and manage that contact experience.

Workforce Management  (WFM) provides tools to forecast traffic volume against agent availability creating efficient schedules for staff, workload, events and more. Take management to another level with call recording, analytics and quality management.

Self Service

Self Service Portals are a great way to reduce costs while enhancing customer experience. Interactive Voice Response (IVR) or Intelligent Virtual Agents (IVAs) allow customers to bypass agents or hold in queue while accessing information like account balances, reservations, payment history and more.

Integrating into your overall contact center, these self service portals can front end queues to acquire initial information, be used to drive to the right agent resource,  bypass queues or hold in queue while accessing simple information.

Flexible, cost effective solutions to enhance any contact center.

  • Skills-based routing
  • Inbound, outbound and blended calling
  • Speech-enabled IVR and Intelligent Virtual Agents (IVAs)
  • CTI Screen pop
  • Caller Identification
  • Web callback
  • Screen recording
  • Analytics, real-time and historical dashboards, and reporting
  • Agent scripting
  • Post-Call surveys
  • Quality assurance
  • Workforce Management
  • Speech analytics
  • Predictive/progressive/power/ preview/manual dialing
  • Call recording
  • Campaign and list management
  • Do Not Call compliance
  • CRM integration
  • Agent assistance
  • Virtual assistants

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Want to hear more? 

You can call or email us below or better still fill out the form and we will get back to you.

1-877-736-2842 or 905-952-2540