United Voice Supervisor Edition for cloud call centres

Call Centre Management Software for Supervisors

Experience the power of integrated call centre management with Supervisor Edition. This call centre software optimises call centres with advanced monitoring, reporting, and data analysis for supervisors.

Together with the United Voice Agent and Contact Centre Editions, you can optimise your call centre’s daily operations, improve team collaboration, and drive performance.

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What is United Voice Supervisor Edition?

The Supervisor Edition is a cloud contact centre solution designed to empower call centre supervisors with monitoring, call recording, reporting, and data analysis capabilities to improve call centre performance.

Supervisors can easily access real-time data on call centre agents’ activity, call queues and agent-customer interactions. Historical reports and call centre analytics will help them uncover patterns for optimised call routing, staffing, and agent coaching.

When used together, the Supervisor Edition, Agent Edition, and Contact Centre Edition provide a complete call centre agent monitoring, call management, call recording and performance management system that will streamline and optimise your call centre operations. This will help manage all your inbound and outbound communication. The Supervisor Edition as an add-on to the Contact Centre Edition, helps supervisors and contact centre agents collaborate seamlessly allowing them to focus on delivering outstanding service.

United Voice Supervisor Edition’s Powerful Features

Comprehensive call centre management systems like Supervisor Edition provide call centre managers with the real-time data, phone system and tools they need to drive performance and streamline busy call centre operations efficiently.

This call centre software offers data-driven features like call centre agent monitoring, call centre performance management and advanced reporting on key call centre metrics and statistics. These are essential workforce management tools.

Explore the Supervisor Edition’s powerful key features below.

Real-time Agent Monitoring

The Supervisor Edition’s real-time agent monitoring feature helps you keep track of contact centre agents, agent performance and their customer interactions to make sure your team is delivering excellent customer experience and customer satisfaction.

With the monitor, whisper and call barge features you’ll be able to listen in on active calls, chat with your agents to help them with a call without the customer hearing you or chat with both agents and customers on both inbound and outbound calls when you need to step in.

Call Centre Activity Wallboard

Call centre agent management is made easy with Supervisor Edition’s wallboard module.

The intuitive interface makes data very accessible for supervisors who need to make decisions quickly. On your wallboard, you will have access to data about each agent in each queue with call and queue data like average wait time, total phone calls, call volume, unanswered calls, incoming calls, idle calls and more!

Alert Configuration and Management

Utilise alert automation to keep your team on track and operations running smoothly.

Supervisor Edition provides alert configuration and management to call centre managers to notify them of breaches in service level agreements and capacity issues. Supervisors can also set specific alerts they need in place to monitor their call centre systems.

Data-driven Performance Management

Drive performance excellence in your team with access to crucial call centre data, key performance indicators and statistics.

With Supervisor Edition, you can access call centre agents’ performance and call data helping you spot trends, and analyse performance and identify opportunities for improving agent efficiency. Share your insights with your team and present your data on a remote screen with an easy-to-use interface.

Powerful Microsoft Teams Integration

Connect your most important channels with United Voice’s MS Teams for Business module. Sync your MS Teams online presence with our call centre software and enhance your voice communications with key features like regular and conference calls with single or multiple MS teams contacts on one unified platform.

Comprehensive Headset Support

Supervisor Edition comes with support for over 100 different headsets which makes getting connected very easy. Top brands like Jabra and Plantronics offer advanced features like a one-touch button to answer inbound calls and hang up.

Automated CRM Integrations

Integrate Supervisor Edition with your team’s favourite CRM to unlock access to your CRM contacts, and leads and enable call log uploads and recordings all on a single platform. Our call centre software supports integration with popular CRMs like Zendesk, MS Dynamics, ZOHO and HubSpot. Integration with proprietary solutions is also supported via United Voice’s CRM SDK.

Benefits of United Voice Supervisor Edition

Improved quality control

Improve the quality of your team’s customer relationship management with United Voice.

With features like monitor, whisper and call barge you can listen in on phone calls and provide on-call assistance to your call centre agents when they need you most.

Supervisor Edition also offers insightful call centre agent productivity data to help supervisors manage team and individual agent performance.

Easy access to data and statistics

For call centre supervisors, quick and effective decision-making requires easy access to insightful data.

United Voice provides an innovative call centre solution for supervisors of busy outbound and inbound call centres, offering real-time call data and call centre statistics.

With this feature, supervisors can efficiently respond to their fast-paced environment.

Load and queue management

Improve your call centre’s service by giving supervisors the tools to move call centre agents in and out of queues when necessary.

With access to call centre agent activity data like total calls, agent status and call waiting times via the Wallboard supervisors can make strategic decisions on how to allocate resources to meet demand, like call transfers with call routing.

Control costs and improve service

Supervisor Edition can enhance the profitability and efficiency of your call centre.

This call centre software features effective call centre management, optimized workload distribution, and quality monitoring.

This leads to reduced labour costs, higher customer satisfaction, and improved revenue generation.

Upgrade Your Call Centre Operations with United Voice’s Feature-Packed Editions

If you want to streamline your call centre’s PBX operations, you have come to the right place. United Voice Agent, Contact Centre, and Supervisor Editions from provide essential and advanced tools that your call centre needs to thrive.

Contact United Telecoms to learn more about these call centre solutions and how they can help your business. Our team of specialists will guide you in selecting and implementing the edition that is most suitable for your business.

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Pair United Voice Supervisor and Contact Centre Editions

The Contact Centre and Supervisor Editions work together to offer a unified call centre software solution. Combined use yields efficiency, customer experience improvement, increased customer satisfaction and superior reporting and monitoring. The Contact Centre Edition provides call routing, call recording, IVR (interactive voice response), and ACD (automatic call distribution) while the Supervisor Edition offers live monitoring, agent call data, and queue management.

Explore Contact Centre

Are you looking for agent-focused call centre software?

United Voice Agent Edition equips call centre agents with a comprehensive set of robust key features and tools that enable them to efficiently manage both incoming calls and outbound calls.

As one of the best call centre software solutions, it is designed to enhance agents’ productivity and efficiency, offering features such as a licensed dialer, headset support, CRM integrations, and more.

Explore Agent Editon to discover how this call centre solution can take your call centre team to the next level.

Explore Agent Edition

Why Choose United Telecoms?

United Telecom’s turnkey solutions for call centre management are an excellent choice to consider if you need a dependable and comprehensive solution. The primary aim of these solutions is to streamline multiple channels for your business communication systems, which results in reduced time and resources needed, and allows you to focus on your core business activities. By implementing United Telecom’s call centre software, your call centre can experience improved performance. Explore the advantages that our solutions offer below.

Proven Technology

By utilizing our decades of expertise in creating software for cloud-based phone systems, call centres, and unified communications, we have the ability to furnish your business with superior tools that streamline and improve voice communications.

Efficient, Quality Service & Support

Your account manager will serve as your main contact, and you can trust them to promptly attend to any urgent matters that may arise. In case of any technical issues, a dedicated customer support team is always available to resolve them.

Business-centric Call Centre Solutions

Our call centre, agent, and supervisor editions boast a broad range of features that cater to a diverse set of business communication needs. We can also create tailored features, upon request, to address specific issues that your business may be facing.

United Telecoms is dedicated to helping your business find the perfect cloud based PBX or call centre software.

United Telecoms has gained the trust of many companies across South Africa to provide them with reliable and efficient PBX, VoIP, and data solutions.

Our array of options caters to your voice communication needs, from cloud PBX solutions to advanced offerings like Agent, Contact Centre, and Supervisor Editions.

With our expertise and state-of-the-art technology, we can tailor our solutions to meet your specific business requirements. .

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Frequently asked questions about Supervisor software

What is a call centre supervisor and their role in call centre operations

A call centre supervisor is responsible for managing a team of customer service representatives in a call centre. Their role involves overseeing the day-to-day operations of the call centre, ensuring that customer service representatives are meeting their targets for customer satisfaction, quality, productivity, and customer relationship management.

Call centre supervisors are responsible for coaching and mentoring their team members, providing feedback and support to help them improve their skills, and managing the performance and behaviour of the customer service representatives. They are also responsible for setting targets and monitoring performance of key call metrics and call centre metrics to ensure that the call centre is operating efficiently and delivering the highest level of customer service possible. Overall, call centre supervisors play a critical role in the success of a call centre and are essential to delivering a positive customer experience.

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We service the following locations in South Africa

Western Cape: Cape Town, Belville, Paarl, Stellenbosch, Somerset West, Vredendal, Hout Bay, Green Point, Bloubergstrand, Durbanville, Melkbosstrand.
Eastern Cape: Port Elizabeth, Knysna, East London, George.
Kwa-Zulu Natal: Durban, Pinetown, Ladysmith, Newcastle, Ballito, Port Shepstone, Pietermaritzburg, Umhlanga, Westville, Hillcrest, Amanzimtoti.
Gauteng: Johannesburg, Vereeniging/Vaal, Sandton, Midrand, Pretoria, Centurion, Randburg, Roodepoort, Germiston, Alberton, Edenvale, Menlo Park.
Free State: Bloemfontein, Welkom, Bethlehem.
Mpumalanga: Witbank, Nelspruit.
Northern Cape: De Aar, Kimberley, Repra (Upington Area).
North West: Klerksdorp, Mafikeng.
Limpopo: Phalaborwa, Polokwane/Pietersburg.
Outside South Africa: Botswana, Zimbabwe, Swaziland, Namibia, Mozambique.

What Our Customers Say

“Once we approved the installations we were kept up to date daily with the levels of progress on our various sites and were very impressed with the final installation”

Spear Properties

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