uContact is a simple, customizable and truly omnichannel solution for Contact Centers, that allows them to have all the inbound and outbound channels (voice, text, and video) in one single place. For more information: https://integraccs.com/omni/

2. 10 23 countries 500 mill 10 to 1.500

3. We believe in making agent’s work simpler,
organized and more enjoyable. We are
convinced that this is the only way to achieve
real customer satisfaction.
We help our customers to achieve this by
making our software platform a simple and
flexible solution.
OMNICHANNEL
CONTACT CENTER SOLUTION

6. Manage interaction workflows of your
contact center in a visual and simple
way within the core of the system,
allowing changes in real time.
Friendly format with Drag & Drop,
which allows you to choose the
functionalities you want to
incorporate without the need of great
technical knowledge.
Workflow Design
Simple creation of custom screens
and data capture forms from scratch.
Reuse our predefined business
verticals such as CRM Lite, Sales,
Collections or Customer Service.
Form Design
Design reports in a graphical and
intuitive format with a simple tool.
uContact includes more than 200
reports and the possibility of creating
new custom reports from scratch.
Reports can be created with the
information generated by uContact
or from sources of external data.
Report Design

7. With uContact, you will no longer lose customers or
reduce your sales due to a misuse of the voice channels.
Thanks to its Automatic Call Distribution, that works
alongside the inbound, outbound and blended calls, we
make sure every call is routed to a qualified agent.

8. Although voice is still the main channel of
communication, many other have emerged in the past
years and have become incredibly present in
customer’s everyday life. Thus, the urge of integrating
them to every business in order to improve a customer
experience to retain clients, and to attract new ones.
With uContact, you have every channel integrated in a
single multi-platform software, using a unified inbox.

9. To be able to properly evaluate a Contact Center's
performance, you should not only look at the
metrics, but also use other tools in order to have a
proper analysis of all the agent’s interactions. The
following, together with the metrics, give you a
better insight to the quality and performance of
your contact center.

10. uContact is a development solution that can adjust to
every company’s operations, helping our clients
improve their service, increase productivity and reduce
costs.
We know every customer is unique, that is why we
have created development tools for you to be able to
personalize everything.

11. uContact Forms allows creating customized screens
and data capture flows for a wide range of
operations, which can be personalized to your
Contact Center business.
It is possible to change predefined business
verticals such as Sales, Collection or Customer
Service, or create your management system from
scratch.

12. Manage interaction workflows of the Contact
Center visually and easily with the system core,
allowing real time changes.
The tool has the Drag & Drop style format, which
allows choosing the functionalities you wish to
incorporate into your organization (connections with
external systems, conditions, voice recognition,
on-hold music, etc.) among several options.

13. uContact Reports allows the creation of new
reports in an easy way, using a tool especially made
for their design. They can be created either using
information generated by uContact, or external
data.

14. We strongly believe in teamwork
with our clients in order to make
remarkable things happen. After all,
they are our best references and
their trust means everything to us.

15. uContact makes agent’s work simpler by integrating
every channel and features into one unique solution. This
allows the client to offer the best experience to their
customers in every interaction through every channel.

16. INTEGRATED
MANAGEMENT
Personalize data
capture
ACTIVITIES’
CONTROL
Customizable
status
NOTIFICATIONS
Multichannel
notification center
PRODUCTIVITY
Internal chat, SMS,
transference, history,
favorite contacts
HOT DESKING
Web RTC integrated
softphone

17. MOTIVATION
Each agent
displays metrics
that help improve
motivation and
productivity
BEHAVIOUR
Evolution of interaction
per channel
TIMELINE
All the activities done
by the agent

18. VISUALIZATION
Competitive vision
between agents
and groups
OBJECTIVES
Group, individual
and area objective
evolution
RANKING
Real-time
progress of each
agent

19. VIDEOCALL
RESPONSE
UNIFIED INBOX
Unified multichannel
inbox
Response panel by
type of interaction
HD videocall
integrated in
softphone

20. VIDEOCALL CHAT
Easy integration in
your web

21. Knowing what occurs in every interaction between
agents and the clients, and how well the agents adhere
to the quality guidelines they are given is fundamental for
long-term success.
uContact offers Supervisors’ the possibility to spy and
monitor all the campaigns and interactions, knowing
exactly what is going on in their Contact Center in real
time.

22. GENERAL VIEW
Fast visualization of
the main indicator
EVOLUTION
Interaction’s evolution
through channel

23. FILTERS
Status filters in
graphical and quantity
view
INDIVIDUAL
MANAGEMENT
Real-time view of each
agent’s performance
REAL-TIME
Real-time statics on
each campaign
ALERTS
Call and status alerts
in graphical view
FOLLOWING
Spy, coaching and
intervention in real time

24. REAL TIME
DASHBOARDS
See agent's availability
and dialer's progress.
PERCENTAGE OF
COMPLETENESS
Progress of the list
contacts
STATISTICS
AMD percentages and
contactability

25. LIST MIXING
Multiple lists for the
same dialer being able
to assign different
priorities.
LISTS’ UPLOAD
Black lists and new
contacts for the dialer

26. FILTERS
QUALITY
LISTEN
DOWNLOAD
Listen, evaluate and
make comments on
recordings
Multiples filters to easily
find recordings
Comment and rate each
recording
Individual and massive
download

27. With the ability of managing the Contact Center in a
centralized way, administrators can manage security
settings, assignation of agents to campaigns, generation
of reports and have the power to do dynamic searches.
These, and many other features, are included in the
Administrator’s users and contributes to a more effective
management of the Contact Centers.

28. FILTERS
CENTRALIZED
PERSONALIZATION
Manage your
Contact Center
from one place
Make dynamic
searches
Change your screen
style

29. VISUALIZATION
REPORTS
FORMATS
AUTO
GENERATION
All the
management
information in
more than 200
pre-designed
reports with the
possibility of
creating new
ones.
Report designs with
an intuitive and
graphical format
Screen visualization
and simple PDF and
Excel exportation
Send reports
automatically
based on
paremeters