Empower Your Team with Unified Communications and Collaboration (UCC)

Unified Communication and Collaboration

Empower Your Team with Unified Communications and Collaboration (UCC)

UCC brings together different communication channels such as voice calls, video calls, messaging, email, and conferencing into one easy-to-use platform. This makes it easier for your teams to communicate and work together, no matter where they are or what device they're using.

Unified Communication and Collaboration enables efficient collaboration among individuals and teams within organisations, regardless of locations or devices used. UCC includes features like document sharing, real-time co-authoring, project management tools, and virtual meeting spaces. These collaboration tools make it easier to share information, speed up decision-making, increase productivity, and allow your team to work effectively from anywhere, at any time.

Real-time notifications and messaging enhance responsiveness, while decreased telecom, travel, and IT expenses reduced costs. Additionally, UCC improves customer satisfaction, user experience, and facilitates seamless teamwork within the organization.

Unified Communication and Collaboration

Boost team productivity and efficiency with UCC solutions

Unified Communications and Collaboration in the contact center is a strategic approach that integrates various communication channels, collaboration tools, and customer interaction platforms into a unified system. It aims to streamline and enhance communication, collaboration, and customer service within contact center operations.

Implementing UCC in the contact center brings several benefits:

Interactive Digital

Omni-channel Communication

UCC enables seamless interaction with customers across multiple channels, including voice calls, emails, web chats, social media, and more. Agents can easily switch between channels and maintain context, providing a consistent and personalized customer experience.

Improved Agent Productivity

Equip your agents with a unified interface that consolidates customer information, communication channels, and collaboration tools. Agents can handle customer inquiries efficiently, access relevant information, collaborate with team members, leading to enhanced productivity and quicker resolutions.

Real-time Collaboration

Real-time Collaboration

UCC fosters collaboration among agents, supervisors, and subject matter experts through features like instant messaging, presence awareness, and screen sharing. This enables agents to seek assistance in real-time, resolve complex issues collaboratively, and improve first-call resolution rates.

Enhanced Customer Experience

With UCC, contact centers can deliver a superior customer experience. Agents have quick access to customer data, history, and context, enabling personalized interactions and reducing customer effort. Multi-channel integration ensures seamless transitions and consistent service across channels, leading to increased customer satisfaction.

Analytics and Reporting

UCC platforms often provide advanced reporting and analytics capabilities, allowing contact centers to gain insights into agent performance, customer trends, and overall operations. This data-driven approach helps optimize processes, identify areas for improvement, and make informed decisions for enhanced efficiency and customer service.

Agent Improvement Solutions

Scalability and flexibility

UCC solutions can easily scale to accommodate changing business needs, such as seasonal peaks or expanding contact center operations. Cloud-based UC&C platforms offer flexibility, allowing contact centers to add new features or capabilities as required without significant infrastructure investments.

UCC Options

Which UCC product is right for you?

Deliver the communications and collaboration experience your agents, back-office staff and customers expect. Enrich your digital customer experiences. Bridge the gap between online convenience and emotional connections. Enable virtual face-to-face interaction between colleagues and customers.

Enghouse Connect

Enghouse Connect

Enghouse Connect merges telephony, video, chat and contact center technologies into a single platform that empowers entire organizations to elevate their customer experiences through secure, seamless connections between people.​​​​​​​

Enghouse Vidyo

Video Conferencing

Vidyo is a high-performance video conferencing and collaboration platform that helps organizations of all types conduct virtual meetings and facilitate engagement. Vidyo delivers a consist and easy to use enterprise-grade experience.

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Unified Communication and Collaboration
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