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Contact Center: Feature & Functionality
Contact Center: Customer Engagement Solutions
Intelligent Call Routing
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IVR/ACD data-driven
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Skill based
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Team based
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Business unit-based



Omni-Channel Customer Engagement
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Voice (STT, IVR, ACD, TTS)
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Email (Queue)
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Web (Live Chat, Web CBIQ)
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SMS/MMS



Inbound & Outbound Automation
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Self Service IVR for caller queries
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Outbound IVR for customer outreach & reminders



Call Recording
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Includes scoring ability
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No storage limit
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Searchable via a number of criteria



Workforce Management
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Agent scheduling
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Forecasting using call history
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PTO & workflow management
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Remote workforce management



Database & CRM Intergration
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Custom database integration
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CRM integration for real-time customer data screen pops



Real-time Monitoring and Reporting
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Robust reporting with over 50 canned reports
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Interactive dashboard reporting



Historical Reporting
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Queue performance
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Agent performance
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Media performance
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IVR & survey details



Discover how our communication solutions can increase your productivity and reduce your business costs.
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