What is UC-One Contact Centre?

Lucidity’s UC-One phone system platform is powered by Australian leading cloud Unified communications provider, Access4.

On top of the base functionality that the UC-One solution provides, Lucidity also make a Call Centre solution available that works with the phone system to give you a powerful calling system for your customer services teams.

As with the UC-One solution, Lucidity can enable a Call Centre instance within minutes with no installation of software or onsite reconfiguration required.

As the Call Centre solution leverages the UC-One platform, your call centre agents can also be online from anywhere using the UC-One Communicator client.

The solution has different levels of functionality from Basic Call Centre through to Premium Call Centre features like reporting and time of day routing.

Watch this introduction video on what the UC-One solution by Access4 can do for your business.

Call Centre as a Service

One of the key benefits of the solution is that its entirely configured and managed in a web browser.  You don’t need to install any complex software.

The software just leverages the UC-One Communicator solution and adds in all the advanced calling functions you would expect from an Enterprise Call Centre solution at a fraction of the cost of a legacy solution.

The agents have visibility of the call queue and how many customers are in the queue allowing agents to respond to important customers and calls easily in times of peak demand.

Calls can be simply escalated to a supervisor or team lead directly from within the communicator client software.

The supervisor functionality allows instant visibility of the calls and agents, and allows assigning of agents to calls and real time monitoring of call queues.  A supervisor can silently monitor a call or barge in on the call as required.

Efficiency and Productivity

UC-One provides seamless communications regardless of the device or location you connect from.

It removes the need for capital investment in technology that ages, instead providing a pay per user per month cost model.

  • Lower Costs – No need to buy and manage equipment allowing you to focus on your business.
  • Scalability – Scale and contract as needed to meet your business requirements.
  • Increased Functionality – gain access to functions for users as and when they need it.
  • Greater Reliability – access carrier grade redundancy provided by Access4 without the cost to each user.
  • MS Office 365 AD integration – add a user in Office 365 AD and automatically add a UC service – fully provision within minutes.

Features & Management

The UC-One platform provides the ability to:

• Have a single bricks and mortar number across multiple devices.
• Have access to the Call Centre system whilst not in the office.
• See users’ presence and integrate with other systems such as Outlook and CRM.
• Send Instant Messages.
• Use video on demand, both one on one and group sessions.
• Share documents and work spaces in real time without the need for additional emails and the time delay.

The core phone system is powered by the global Broadsoft platform, but the control and management of the solution is delivered by Access4’s control panel system called SASBOSS.

A modern organisations marketing strategy is based around multiple channels of communication with a customer.  The Call Centre solution allows you to interact with your customers the way you want, whether it be Web, Social, SMS, Email, Chat or Voice.

Next Steps

Lucidity researched Cloud PBX solutions in detail before we chose the Access4 solution.

We were impressed with the huge amount of functionality you get for the money from the product and the way it scales from a simple phone system with low cost extensions through to a fully fledged Call Centre solution.

In fact we are so impressed with it, we are implementing it in our Customer Services centre to manage our call flows and improve customer experience on the phone to our team.

Get in touch with us to see what a UC-One solution would look like for your business and what the monthly costs would be.

Download a brochure

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