UNIVERGE BLUE ENGAGE Advanced & Complete

 
Note that Advanced Hunt Groups (AKA ENGAGE Core or CONNECT Call Center) now is a part of UNIVERGE BLUE® CONNECT.
 
  UNIVERGE BLUE ENGAGE Advanced
                         (formerly Gold)                        
UNIVERGE BLUE ENGAGE Complete
                  (formerly Platinum)     
What is it?
Connect Better With Your Customers

A flexible solution providing sophisticated contact center capabilities to increase customer satisfaction for businesses of any size.

Optimize Your Customer Experience
A full-featured omnichannel Contact Center solution with powerful integrations capable of delivering the ultimate customer experience.
Features
Includes:
  • Supervisor functions including monitor, barge, and whisper
  • Real-Time & Graphical Scheduled, Historical & Custom Reports
  • Call Recording
  • Customizable Interactive Voice Response systems (IVRs)
  • Skill-Based, Geo & Rule-based Routing
  • Ability to purchase Email, Chat, and SMS channel add-ons
Available with an UNIVERGE BLUE® CONNECT plan or with your existing phone system.
All UNIVERGE BLUE ENGAGE Advanced (formerly Gold) functionalities plus:
  • Chat, email & SMS Channel Queues
  • Outbound Notification Campaigns (Voice, Email & SMS)
  • Schedule Manager
  • Quality Assurance (QA) Evaluator Templates & Scoring
  • Custom CRM Integrations
  • Advanced self-service Interactive Voice Response (IVR) applications
Available with an UNIVERGE BLUE® CONNECT plan or with your existing phone system.

Feature Support Topics

Click the topic icon to view additional support information.

Getting Started and Onboarding

This section will guide you through the varying user conventions and the process of signing in to the Client Administration Portal.

Articles covering initial configuration:

Reporting & Metrics

UNIVERGE BLUE ENGAGE offers a range of reporting and metrics features to help businesses monitor and analyze their customer interactions. With these reporting and metrics features, businesses can gain a deeper understanding of their customer interactions and make data-driven decisions to improve their operations.

Common Articles on Reporting & Metrics:

Integrations

You need to configure UNIVERGE BLUE® ENGAGE to communicate with third-party systems and applications. To learn more, check all available integrations here:

Admin Portal: Integrations

Unified Communications + Contact Center

UC+CC is a UNIVERGE BLUE ENGAGE integrated with UNIVERGE BLUE® CONNECT. As such, you can handle all calls in one application, including communication with customers and colleagues. Check all content in the UC+CC Series here:

Introduction to UC+CC

Administration

In a functioning Contact Center, from time to time, managers need to perform certain tasks or make real-time configuration changes to adapt to the current situation.

Common Articles on Administration:



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