Unify for Cisco UCCX

Truly robust outbound calling campaigns for Cisco Express customers

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Unify is a complete outbound solution for Cisco customers who wish to manage the total life cycle of outbound customer contacts from list selection to disposition.  Unify provides a predictive dialer, an extensive array of list and campaign management features, and a rich set of management and agent tools.

Business Benefits of Acqueon’s Unify for Cisco UCCX

  • Complete your next-generation contact center
    • Tightly integrates with Cisco UCCX
    • Provides critical outbound features not found in Cisco outbound solution
    • Enables call centers to proactively reach customers or prospects
    • Supports compliance with Federal and State telemarketing regulations
  • Turbo charge your platform
    • Integrates with company databases to enable outbound operations
    • Supports multi channel (Email & SMS) outbound campaigns
    • Provides robust real-time and historical reporting and tools
  • Save your business both time and money
    • Leverages existing Cisco UCCX or UCM infrastructure and investment
    • Allows Cisco Express customers to blend with their Cisco inbound call centers
    • Enables business users to administer and maintain translating to low TCO
    • Increases right party contacts

Features of Unify outbound dialer software

  • Predictive Dialer
    • Contains comprehensive pacing modes
      • Preview
      • Power
      • Progressive
      • Predictive
  • List Optimization
    • Create specialized call lists through the use of filters
    • Enable / Disable or change order of filters usage on the fly
    • Manage lists by blocking or resetting specific contacts
  • Agent Productivity Tools
    • Standard agent desktop integrated with CAD
      • Screen pop with configurable contact data displayed
      • Set voice outcome, callbacks, or call disposition
    • Recording
      • Integrated voice recording in the solution
      • Ability for agent or agent group to review recordings
      • Supervisor’s Viewer can filter by date range, business value, agent or agent group
      • Supervisors can rate agent performance using dynamic score cards
  • Outbound Multimedia
    • Improve connect rates by utilizing email and SMS interchangeably with Voice
    • Call, email & SMS outcome analysis
      • Auto-detect call outcomes such as busy, no answer, caller ring back tones, etc.
      • Detect email and SMS success and failure
  • SMS & email Scripting
    • Creates customized scripts for SMS and e-mail
    • Supports real-time creation of contact specific messages for SMS and email
  • Campaign Management
    • Auto Scheduling of Campaigns – Automate Campaign Runtime
      • Specify hours of operation each day including multiple shifts and days of the week
      • Set campaign-specific holidays for the year
    • Business Flow Management
      • Configure and activate multiple business outcomes or dispositions for each campaign
      • Classify business outcomes as “success” or “failure”
      • Define call strategies for individual business outcomes to maintain contact lifecycle across days, hours and minutes
  • Contact Management
    • Call Strategy Management
      • Multiple contact numbers with individual hours of operation and sequence of usage
      • Reschedule contacts by days, hours and minutes and control the number of retries
    • Contact Selection
      • Offers powerful contact selection algorithms based on business strategy
      • Create contact selection filters using business parameters uploaded with individual contacts
      • Create any combination of custom queries using the filters
  • Contact Upload
    • Agents can manually upload contacts using the UNIFY controller from a file
    • Supports “auto upload” for contacts from a file
    • Option to scrub contacts against a DNC database
    • Offers automatic removal of duplicate entries during the upload process
    • Supports unlimited screen pop data for each campaign contact
  • Manage & Scrub Contacts
    • Option to select a single contact or group of contacts using parameters based on internal or business fields
    • “Block,” “Unblock,” “Reschedule” contacts or reset contacts as “Fresh”
  • Reporting
    • Web-based Supervisor Dashboard
    • Real-time views of campaign statistics such as success ratio, churn percentage, etc. for a campaign or specific contact list
    • Drill down to contact information
    • Robust list of historical reports
  • Blended Contact Center
    • Agents are automatically switched from outbound to inbound call queues as call volumes change
    • Unify monitors Inbound call thresholds set by the administrator to shift agents to meet the constantly changing operational requirements in the contact center.
 
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