With the launch of Lucidity’s Teams Voice service imminent, we decided to treat ourselves and get a new conferencing solution for our boardroom. We identified the Yealink CP960 Conference Phone as the device for us and this week it finally arrived. Paul, our CEO, was extremely excited about the new toy and almost as soon…
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.
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.
Related News Articles
Over the past year we have been working hard on delivering a new product and a new way of working to the New Zealand market. With NZ having one of the highest adoption rates of Office 365 in the world, it was only a matter of time before a Kiwi business took the bull by…
At one of my first IT jobs working as a technician, I remember a lady running up to our helpdesk and desperately pleading with us to help her recover documents of a personal nature from an external hard drive that had broken. The documents? Her only copies of wedding photos and pictures of her first…
Here at Lucidity, we take network security seriously. The number of threats to your data is increasing daily, you just need to read the news to hear about another innocent person falling victim to digital degenerates, so to protect yourself and your data, you need to invest in good network protection systems. This is where…
In the world of collaborative online working, there are many different solutions that all claim to do the same thing. The problem with these is that they are usually disjointed and finicky to get up and running before or during your meetings. Introducing Microsoft Teams. Teams is a fantastic piece of kit to have in…
Update your password before you go so it doesn’t expire Our password policy means that if you are lucky enough to have a few weeks of leave and have not recently changed your password – there is a high chance that your password will expire over the Christmas period so please try and update your…