United Voice Agent Edition for Cloud Call Centres

Feature-rich Call Centre Agent Software

Unleash the power of seamless unified communication and call management with the Agent Edition.

The United Voice Agent Edition gives call centre agents access to a range of powerful features and tools they need to manage inbound and outbound calls effectively.

Agent Edition aims to streamline your call centre’s daily voice communications and enhance the way your team collaborates with an integrated call centre management solution.

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What is United Voice Agent Edition

The Agent Edition is the ultimate call centre agent software for boosting your agents’ productivity and efficiency through features like the licensed dialer, feedback forms, dynamic login, callback login and much more!

By combining the Agent Edition with other Contact Center PBX like the Contact Centre Edition and Supervisor Edition, businesses can revolutionise how efficiently they interface with clients through a comprehensive call centre management solution.

The Agent Edition is an essential add-on to the Contact Centre Edition and these two powerful tools are specifically designed to work together seamlessly, equipping your team with everything they need to provide a top-tier customer experience. Ready to equip your team with the ultimate tools to take your contact centre to the next level?

United Voice Agent Edition’s Tailormade Features

High-performing call centre phone systems like Agent Edition provide agents the right data and tools they need to deliver exceptional customer service for your organisation. Our powerful call centre agent software includes features like the agent panel, CRM integrations, Headset support and more!

Real-time Agent Status and Automatic Call Distribution

By showing available agents and supporting swift, informed call routing decisions, the agent status feature improves efficiency.

According to reports, 22% of customers find queue wait times too lengthy, while 52% expect a quick resolution

Automatic Call Distribution (ACD) manages call volumes using unlimited queues to match calls with call centre agents who have skills to handle each caller without delay.

Seamless and Intuitive Agent Interface

Equip your call centre agents with an optimal user experience! A sleek, simple interface enables them to view the status of fellow team members and queues, communicate instantaneously through messaging or calls, as well as quickly observe call waiting for statistics and more.

Built-in Agent Management Tools

Agent Edition’s intuitive agent management tools allow agents to communicate and collaborate with customers and other agents. They can manage calls, access real-time presence information, chat and message, manage their contact lists, and collaborate on calls or messaging. These tools improve efficiency, reduce response times, and help agents provide excellent service.

Automated CRM Integrations

Agent & Call Centre Editions integrate with a range of popular CRMs, like Hubspot, Salesforce and Zoho, and proprietary solutions allowing customers to access powerful features such as Caller ID detection, call recording, call log uploads, contact and lead management – all on one unified platform.

Powerful Microsoft Teams Integration

Unlock the power of enhanced communication by connecting the MS Teams module! Upgrade your conversations by syncing your our United Voice Call Centre Software and MS Teams online presence and initiate regular or conference calls with single or multiple Microsoft Teams contacts all through one connected platform.

Comprehensive Headset Support

Featuring support for over 100 headsets from top-brands getting connected is a breeze with our call centre software solution. Some headsets like Jabra and Plantronics come with advanced functionalities that let you answer calls quickly or hang up when necessary at the touch of a button.

Compatible with Popular IP Phones Used Around the World

Agent Edition is compatible with popular IP phones used worldwide, providing businesses with the flexibility to use their preferred phone systems while still benefiting from advanced call routing and distribution features.

Callback and Dynamic login

Call centre agents can remotely join call queues and listen to music while on hold by using the Agent Edition’s dynamic login. Agents can also use the traditional callback login to join call queues by answering ringing phones.

Dialer and Campaigns

Our dialer feature streamlines call management by providing specified and customizable information to agents on each call. Campaigns make managing your dialer easy, with lists of leads and destinations that automatically dial and connect to agents.

Benefits of United Voice Agent Edition

Control costs and call load

Agent Edition offers a range of tools that have proven to improve productivity and output while decreasing costs.

Its interface provides agents the necessary customer information, and features automatic call distribution to match agents with the required skill set for promptly addressing each request.

Maximise profit

With the right tools and resources in place, businesses have an opportunity to increase efficiency without increasing workload and make a positive impact on their labour costs.

By providing agents with everything they need to efficiently serve callers on the 1st call, companies can help prevent customers from having to follow up twice.

Manage and analyse data

Agent Edition offers smart data management and analysis. By streamlining processes, agents can access vital info without switching between multiple tabs.

With the CRM add-on, relevant information is conveniently made available in a single place – enabling more efficient workflows.

Streamline productivity & communication

With the agent panel, agents can easily monitor call volumes and ensure that productivity remains at peak levels.

The intuitive design allows call centre agents to quickly switch between queues and take their breaks when it’s most beneficial

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

Are you looking for a way to optimise call centre PBX operations? Look no further! United Voice Agent, Contact Center, and Supervisor Editions can provide your call centre with the tools it needs to succeed.

Contact United Telecoms to learn how these solutions can benefit your business. Our team of experts will assist you with implementing the edition that best fits your needs.

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Pair United Voice Agent Edition with Contact Centre

Together, the Contact Centre and Agent Editions offer a fully integrated call center solution, delivering greater efficiency, improved customer experience, and advanced reporting and monitoring. The Contact Centre Edition provides call routing, IVR, and ACD functions, while the Agent Edition offers a user-friendly interface with features like call recording, agent presence, and real-time monitoring. Using both editions together unlocks all these powerful benefits.

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Are you looking for a supervisor-focused call centre solution?

The Supervisor Edition is designed to provide supervisors of busy call centres with real-time visibility into their team’s performance, allowing them to make informed decisions and ensure their team is meeting customer expectations.

Features such as real-time monitoring, call recording, alert control and detailed reporting empower supervisors with the tools they need to drive improved performance.

Explore the Supervisor Edition to learn more about how this solution can help your call centre succeed!

Explore Supervisor Edition

Why Choose United Telecoms?

If you’re looking for a comprehensive and reliable call centre management solution, United Telecom’s turnkey solutions are definitely worth considering. These solutions are designed to streamline your business communication systems, saving you time and resources, allowing you to focus on your core business operations. Discover some of the main advantages that you can enjoy with United Telcom’s call centre management solutions.

Proven Technology

Leveraging our industry proven, in field software for cloud-based phone systems, call centres, and unified communications, we can equip your business with the best tools to enhance and simplify voice communications.

Efficient Service & Support

With your account manager as your primary point of contact, you can rely on them to promptly address any urgent matters.

Additionally, if any technical problems arise, a dedicated support team is readily available to resolve them.

Business-Centric Call Centre Solution

We offer a comprehensive selection of features across our call centre, agent, and supervisor editions, catering to a diverse range of business communication requirements.

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

Companies across South Africa have placed their trust in United Telecoms to assist them in finding dependable and efficient PBX, VoIP, and data solutions.

We offer a variety of options to cater to your voice communication requirements, ranging from cloud PBX solutions to advanced solutions such as the Agent, Contact Centre and Supervisor Editions.

With our expertise and cutting-edge technology, we can cater to your specific business requirements.

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Frequently asked questions call centre agent software

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

Cloud calling, also known as cloud telephony, works by offering voice communication services through a third party host and is known as a type of UCaas, unified communications as a service. Cloud calling replaces traditional landline/PBX phone systems.

Why cloud-based calling software?

Cloud-based voice calling software offers the ultimate in efficiency, flexibility, security and reliability. It is also easy to scale as there is minimal reliance on hardware, and allows users to operate remotely with no impact on service.

Benefits of cloud-based call centre solutions

With a cloud-based call centre PBX Telephony system you can move from 1 to 100 users with the click of a button. Updates and new integrations to 100’s of business web apps are pushed to the system weekly meaning your organisation’s communications system gets better each day.

What is a cloud-based call centre?

A cloud-based call centre refers to a calling centre that bases its technology/infrastructure in the cloud, as a service hosted by a third party vendor. Cloud-based call centres include all traditional PBX system functionalities without the need for complicated hardware installations and costly maintenance. Cloud-based call centres also provide a range of other helpful key features including automation and integrations with major platforms to sync with your business’ primary systems and tools.

What is a cloud-based call centre?

A cloud-based call centre refers to a calling centre that bases its technology/infrastructure in the cloud, as a service hosted by a third party vendor. Cloud-based call centres include all traditional PBX system functionalities without the need for complicated hardware installations and costly maintenance. Cloud-based call centres also provide a range of other helpful key features including automation and integrations with major platforms to sync with your business’ primary systems and tools.

Got questions? Contact our experts today.

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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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