About UMC Customer Support solutions

We offer a powerful, robust, flexible, and easy to use solution designed for automation and efficient management of call centers, allowing real-time collaboration and improving productivity between agents and supervisors. An advanced call center solution leverages technology like AI, chatbots, and analytics to enhance customer service and streamline operations, offering features such as omnichannel support, workforce management, and real-time insights.

Our call center solutions efficiently manage inbound and outbound call campaigns. Our solutions are flexible and cost-effective, includes all required components for establishing a more effective communication with your customers and increase customer satisfaction. We offer call center solutions and contact center solutions from Avaya, Cisco, and Asterisk.

Our Call center solutions enable businesses to manage customer interactions across multiple channels, enhancing customer service through features like automatic call distribution, interactive voice response, and call monitoring, often integrating with CRM tools.

With the right contact center solution, customers can contact you wherever they are and on the technology of their choice. This solution enables successful off-shore contact centers, 24/7 strategies, and site consolidation to support callers in all markets worldwide.

With Avaya Experience Platform On-Prem (formerly Avaya Call Center Elite), you run a full-featured call center that handles inbound and outbound contacts, all manageable with real-time and historical reporting insights. And now you can enhance employee and customer experiences, driving higher satisfaction and loyalty, by adding Avaya innovations to your contact center. All without disrupting your current operations.

UMC Experience Platform delivers powerful hybrid cloud solutions that unify the agent experience, unleash leading-edge AI capabilities across all channels, and create exceptional personalized customer experiences that set you apart from the competition.

Keep pace with trends and run a contact center that’s fully remote or a blend of in-the-office and at-home staff. Cloud agents and teams can work from anywhere, with consistent capabilities. Our voice/video app connects agents with your experts outside the contact center who can meet directly with customers as needed. This collaboration solution works on any device, in any location, and includes calling, contacts, logs, IM, and calendar integration.

Key Technologies and Features:

• Interactive Voice Response (IVR):

Allows customers to navigate menus and access information through voice commands, reducing wait times and improving self-service.

• Chatbots:

AI-powered chatbots can handle basic inquiries and provide quick responses, freeing up agents for more complex issues.

• Omnichannel Support:

Enables businesses to manage customer interactions across multiple channels (voice, email, chat, social media), offering customers flexibility.

• Workforce Management:

Helps optimize agent schedules, monitor performance, and forecast demand, ensuring the right resources are available.

• Analytics and Reporting:

Provides valuable insights into contact center operations, allowing businesses to identify areas for improvement and make data-driven decisions.

• Automatic Call Distribution (ACD):

Routes calls to the most appropriate agent based on skill, availability, or other criteria.

• Call Recording and Quality Management:

Enables supervisors to monitor and record calls for quality assurance, training, and compliance purposes.

• CRM Integration:

Integrates with Customer Relationship Management (CRM) systems to provide agents with access to customer data and history.

• Real-time Speech Analytics:

Analyzes conversations in real-time to identify trends, sentiments, and areas for improvement.

• Agent Assist Technology:

Provides agents with real-time support and guidance during customer interactions.

• Frictionless Self-Service:

Empowers customers to resolve issues independently through self-service tools.

• Generative Call Scripting:

Elevates conversations with dynamic scripts.

• Technology-driven Compliance:

Helps businesses stay on the right side of regulations.

• Remote and Hybrid Call Centers:

Allows agents to work from anywhere.

Benefits of Using UMC Advanced Call Center Technologies:

• Improved Customer Experience: By providing faster, more efficient, and personalized service.
• Increased Agent Productivity: Through automation and better tools.
• Reduced Costs: By optimizing operations and improving efficiency.
• Enhanced Data Insights: By leveraging analytics to make better decisions.
• Better Workforce Management: By optimizing schedules and monitoring performance.
• Increased Customer Satisfaction: By providing a better overall experience.
• Improved Agent Engagement and Job Satisfaction: By providing them with the tools and resources they need to succeed.

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