Solutions for Console Operators

Your operator is often the first point of contact that a caller has with your organization – leaving a lasting impression of your business. UCB gives  operator superior call-handling abilities - ensuring that every caller’s first impression of your organization is a positive one.

How do we process calls faster and more efficiently?

• Operators can see how many calls are waiting and who the callers are
• Calls can be sent to backup operators based on call wait time and priority
• Operators can log on from any PC anywhere in the organization
• ‘Point and click’ telephony functionality speeds up call processing
• ‘Drag and drop’ recognized calls to extensions without having to answer them 

How do we personalize the service we give to our callers?

• Operators can prioritize waiting calls based on caller ID or number dialed
• Screenpops allow operators to view caller details before answering
• Presence keeps operators informed on staff whereabouts, availability and expected time of return 

Are there other ways we can optimize the level of service we provide?

• Play customized announcements to callers on hold
• Change call forwards and voice messaging greetings from the console
• Distribute fax and voice messages to individual staff for follow up via centralized control
• Transfer callers to a user’s voice messaging even when the user’s extension is not forwarded to Voice Messaging.
• Send and receive faxes from operators’ desktops
• Distribute faxes and voice messages efficiently to individual staff for follow up