uContact Features

As reported in 12 uContact reviews. Provides voice call functionality.

Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site.

Based on 10 uContact reviews. Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 12 uContact reviews.

As reported in 12 uContact reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. 11 reviewers of uContact have provided feedback on this feature.

Includes an interactive phone menu. 11 reviewers of uContact have provided feedback on this feature.

Populates CSR's screen with available customer data.

As reported in 10 uContact reviews. Maintains and shares information across channels and agents as the case progresses.

Based on 12 uContact reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. 13 reviewers of uContact have provided feedback on this feature.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 13 reviewers of uContact have provided feedback on this feature.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. This feature was mentioned in 10 uContact reviews.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.