United Voice Cloud Call Centre Solutions

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Communicate & collaborate seamlessly with tailored cloud contact centre solutions

Specialised, feature-rich and intuitive cloud software for managing call centre communications.

United Voice Contact Centre, Agent, and Supervisor editions are designed to meet the needs of call centres of varying sizes and support their operations.

Learn more about each software solution and contact us to find out more or get help setting up this powerful cloud call centre solution.

Find out more

How do I know if I need a cloud call centre solution or a standard cloud PBX solution?

Sometimes when a customer requests a “call centre solution” they may have the idea that they need this type of solution to be able to make and receive several calls at a particular time. However, since standard Cloud PBX solutions have no limitation on concurrent calls and provide a wide range of communication features – these standard systems often cover their needs perfectly.

A call centre solution on the other hand is tailored toward the needs of call centres (sites with large in and/or outbound call volumes that are monitored closely) specifically and supports agents and supervisors performing their daily activities. Contact centre, Agent and Supervisor Editions are specialised Cloud Phone system packages that help contact centres streamline communications, improve efficiency and add value throughout the management of communications. 

What is Contact Centre Edition?

Contact Centre edition offers a set of tools and features needed for an organisation to effectively start and manage inbound or outbound call campaigns with detailed statistics, reporting and monitoring.

The Contact Centre edition allows you to provide your customers with a consistent and quality experience while streamlining your operations and driving productivity 

Contact United Telecoms

Contact Centre Edition Features

Contact Centre is an all-in-one communication system for streamlining call centre operations and enhancing customer service quality. This feature-packed cloud telephony solution for contact centres offers an array of key features, and seamless compatibility with widely used CRMs, IP phones and peripherals. Contact Centre is the perfect solution for cloud-based call centres! Explore its features and contact United Telecoms to help you set up this solution to manage your communications.

call centre agent management tools

Unlimited Queues & Automatic Call Distribution (ACD)

An automatic call distribution system allows you to route incoming calls to the agent with the most suitable agent to address a caller’s request.

ACD unlocks capabilities including Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Feedback Forms

Create forms, dispositions, or requests to gather information from callers and have it presented to you whenever users receive calls in inbound queues or dial records using a dialer.

This allows you to enhance and tailor customer service.

Monitor Pages

This feature enables a user to view a full list of all existing campaigns on the system. Important real-time data can also be accessed within 3 main sections – Calls, Agents and Contacts.

These sections are divided into organised subsections to provide a user-friendly experience when viewing real-time analytics regarding campaign.

Queue Statistics and Reports

Gain key insights with reports on agent activity and queue traffic, including information such as inbound calls, outbound calls, missed calls, occupancy, answered and unanswered calls and more.

Reports can be explored via browsers, or downloaded in PDF or CSV formats if you’d like to integrate statistics into presentations or other resources.

CRM Integrations

All the functionalities and features associated with Contact Centre can be incorporated within many widely used CRMs used by companies around the world.

Integrate Contact centre with Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive, SuitCRM, Hubspot and more.

Headset and IP Phone Integration

Integrate Contact Centre Edition with your call centre’s existing IP phones. Contact Centre is compatible with many widely used IP phone brands within the market – including SNOM, Yealink, CISCO, Fanvil, Panasonic, Grandstream and more. Contact Centre also integrates with over 100 headsets from industry-leading brands, including Jabra and Poly (formerly known as Plantronics and Polycom). Explore the complete list of IP phones and headsets compatible with Contact Centre.

Real-Time Agent Monitoring

Monitoring, whispering and call barging are key features that can help your call centre workforce deliver outstanding service.

“Monitor” allows a user to listen in on an active call, while “whisper” can be used to speak with an agent without the caller hearing. “Call Barging” can be used when a user needs to talk to the caller and agent.

Contact Centre PBX Wallboard

The Contact Centre wallboards provide insight into your agents in real-time. Wallboards make it easy to keep track of call centre activities and performance.

IVR Statistics

Three types of IVR reports – IVR Calls, IVR Calls per Option and IVR Calls per Called Number – can be used to provide insight into how your customers navigate your IVR menu.

This can help you tailor caller journeys and customer service to ensure client needs are met.

Improve Service Quality

All call activities can be tracked in real-time and detailed, relevant reports can be generated to help you analyse your activities and operational.

Dialer

Contact Centre’s licensed Dialer feature allows lists of data to be added to a database and used for dialling by an application based on custom settings or an algorithm.

Dialer is managed through campaigns allowing you to monitor leads and agents easily.

Detailed Role-based Management

System admins can create groups and define user permissions in order to delegate the management of Contact Centre. Users are grouped by Administrator, Site Admin, Operator, Manager and Other Custom Groups.

Online Self-Care

The online self-care portal enables call centres to reduce costs associated with support while tailoring a better experience for your customers.

The self-care portal also provides access to a personal dashboard and reports, voicemails, and settings for Enhanced Services such as Caller ID, Do Not Disturb, Call Forwarding and more.

Benefits of Our Specialised Call Centre Software Solutions

We recognise that call centres have unique needs and come in different sizes. Their quality tools allow you to save considerable resources while improving efficiency in communication and level of service.

With a feature-packed suite of cloud call centre solutions at its fingertips, a business has the ability to curate a highly efficient flow of communications, .

Important analytics are organised within detailed reporting dashboards to help you derive insights that will help you determine improvements.

Contact Centre provides streamlined unified communications. Day-to-day communication and call centre activities are improved and optimised using a range of tools tailored specifically for call centre operations.

Communications are secured by encrypting calls using TLS and SRTP protocols.

Upgradable to include Agent Edition, and Supervisor Edition which are tailored toward providing an exceptional level of customer service while optimising call centre operations.

These solutions provide a vast array of features ideal for managing customer journeys and detailed reporting to fine-tune communications.

Contact Centre is designed to integrate with your existing customer relationship management system and call management hardware, with support for over { } CRMs and hundreds of widely used IP phones and headsets.

Calls can be monitored live to allow Supervisors to keep track of calls and support agents as they serve customers.

Monitor, whisper and barge are all effective tools which can help you enhance the quality of your customer service.

Call recording can enable your business to improve overall levels of customer service and improve security.

Data relevant to overall call centre operations, agent or supervisor activities can be collated into reports and analysed to identify improvements and streamline communications.

Contact Centre integrates with Amazon S3, Google Drive, Dropbox and FTP to store and secure data remotely.

Our solutions are now available in Spanish and French in addition to English and allow users to use Contact Centre in their native language.

Your business’ branding can be also added to our cloud telephony solutions.

With your logo and brand colour palette, our in-house team will tailor your interfaces to suit your brand aesthetic.

Contact Centre can be customised to suit the needs of an individual contact centre.

Highly skilled developers can design a required feature upon request.

Your applications can also be connected to Contact Centre using a simple, powerful and secure application programming interface (API).

Pair Contact Centre with Agent and Supervisor Editions

If you are after the complete cloud call centre-focused unified communication software solution, pair Contact Centre with United Voice Agent and Supervisor Editions. Agent Edition is tailored to meet the needs of your agents providing unified communication capabilities and features to improve efficiency and productivity, and streamline communications. Supervisor Edition unlocks advanced unified communication capabilities and a range of features to help supervisors monitor agents, and improve customer service and performance. Learn more about United Voice Agent Edition and Supervisor Edition, and contact United Telecoms for assistance implementing these solutions.

United Voice Agent Edition

Agent Edition is designed to boost efficiency by providing unified communication tools tailored for call centre agents.

Learn more about the key features of Agent Edition and how this solution can match the needs of your agents.

Explore Agent Edition

United Voice Supervisor Edition

With Supervisor Edition, team members are provided with real-time agent monitoring, tracking of an agent’s performance, detailed reporting and other tools to improve productivity and service.

Learn more about the key features offered by Supervisor Edition and how this solution can match the needs of your supervisors.

Explore Supervisor Edition

Why should I choose cloud contact centre solutions from United Telecoms?

United Telecoms will help you find a cloud PBX or call centre solution that matches your needs

For decades, we have been trusted by businesses around South Africa to find reliable and cost-effective PBX, VoIP and data solutions. Your business’ voice communication needs will determine whether you require a cloud PBX or a more advanced cloud call centre solution such as our Contact Centre, Agent, or Supervisor Editions. Our expert team will help you find and implement a cloud PBX solution that matches your business communication needs.

Contact United Telecoms

Frequently asked questions about cloud-based call centre software

A cloud call centre has its technology hosted in the cloud and manages a high volume of calls by utilising its range of capabilities.

Two key features, for example, that enable cloud call centre systems to function successfully are Automatic Call Distribution (ACD) – which enables calls to be routed automatically to an available agent – and Interactive Voice Response (IVR) – which enables users to interact with a computer-based phone system using voice and DTMF tones to navigate relevant menus and be routed to the right department or contact person.

Depending on the vendor, cloud call centre software can vary in its capabilities and compatibility with your existing communication systems.

Generally speaking, it’s best to look out for features that be applied to streamline your operations or solve specific issues faced by agents and supervisors.

The call centre software you select should also be compatible with existing software and hardware used to conduct your operations.

Some of the features you can look out for include intelligent call routing, call recording and monitoring, analytics and reporting, interactive voice response as well as CRM, IP phone and headset integrations.

Got questions? Contact our experts today.

CONTACT THE EXPERTS GET A QUOTE
South Africa Map Outline

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

MORE TESTIMONIALS

Get In Touch

Head Office

19 Trinity Close
Cambridge Commercial Park
Paulshof
Sandton

Tel: 086 001 8500

Email:  [email protected]

6 Edison Way
Century City
Cape Town

Tel: 086 001 8500

Email:  [email protected]

12 Sookhai Place
Derby Downs Office Park
Westville

Tel: 086 001 8500

Email:  [email protected]

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