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Universe Communication simply implements call flows and any imaginable scenario can be implemented. With Statistical reporting in real time, you can track all call activity, Service level, and your agents' performance, To make the right decision based on contact data. Personalized dashboards provide a great solution for real-time monitoring and manage communications even better.

UC provides omnichannel support that helps businesses differentiate themselves from their competition by meeting their customers where they are—whether it’s on the phone, Sms, email, or Telegram. Our CX Trends Report found that companies with omnichannel support see higher CSAT scores, faster response times, and stronger CX metrics than those that don’t.

Callcenter Solutions

Connect calls according to operators' ranks

In order for your customers to experience a proper Call Journey, Callcenter Software must be able to manage the incoming and outgoing calls of the organization in the best possible way and use the performance output of each operator in each request and always try to identify the appropriate KPIs.

Omnichannel Contact Center

Let customers contact your company through any platform

Omnichannel capability is a multifaceted approach to sales that focuses on providing seamless customer experiences across multiple channels. The goal is to create a consistent experience at every point of contact, whether the customer submits a request by Calling to the company, acts through the website, or Apply a purchase request through social networks.

CRM

Check the customer's history before picking up the call

One of the most important reasons for the popularity of UC software is the simultaneous use of CRM software. With the Integrate of the telephony system to CRM software, you can have several communication features in a single system. Among the features of CRM software, you can have quick access to customer information, access to customer history, including conversation recording files, internal and external chats, ticketing, click to call, automatic transfer of calls to related agents, etc.

Performance reports

Create operator performance reports with one click

Create professional reports of agents' performance in real time or over a certain period of time and share them in communication channels. Professional reporting is equipped with a notification system and will be able to send specific messages to the operator-supervisor and manager for a specific kpi.