Deliver high-quality voice experiences through all inbound interactions.
Outbound Campaigns
Deliver high-quality voice experiences through all outbound interactions.
Blended Campaigns
Deliver high-quality voice experiences through all blended interactions.
Softphone
Start and/or pick up calls directly from uContact's softphone.
Multiple Campaigns
Be active in more than one campaign at the same time.
Automatic Call Distribution (ACD)
Put your business on auto-pilot using uContact's native ACD software.
Intelligent & Priority Routing
Intelligently route incoming calls to the most appropriate agent or department within your company.
Call Queuing
Route callers to the next available agent.
Virtual Hold (Queue Callbacks)
Allows callers to hang up and receive a call back without losing their place in line. Callers can schedule the call for another time on the same day or select another day and time, and even request the callback to a different phone number.
Call Recordings
Record and listen to interactions or view agent screen recordings from all available channels.
Screen Pop-Up
Enable a form to appear when new interactions begin with information about the client and the ability to enter notes. The form will pop up automatically for voice calls but will need to be manual for text interactions.
Wrap-Up Time
Time period granted to the agent where he/she will not receive new calls, to give time for documenting notes or other activities necessary after the current call has ended.
Conference Calling
Have a three-way conversation - or more!
Custom Breaks
Assign or create custom “break” activities based on agents' needs or campaign requirements.
After Business Hours & Holiday Rules
Automatic and customizable notification when a call is executed outside campaign/business hours.
Estimated Wait Time And Queue Position
Callers are notified about the estimated time they have to wait before being attended to by an agent and their current position within the queue.
Disposition Management / Category Codes
Categorize call outcomes (occupied, not connected, blocked/wrong number, abandoned, etc).
Call Monitoring
Listen to calls to manage call quality and agent performance.
Auto Dialers
Predictive Dialer
Calls multiple numbers at once and as soon as the client answers, an agent is connected to them. This type of dialer ‘predicts’ when the agent will become available again and starts dialing based on his/her average wrap-up time.
Power dialer
Determines the average number of calls the system needs to make on any given list to successfully connect to a client.
Preview
Automatically dials a number from a call list as soon as an agent becomes available to ensure clients don’t answer calls without an agent ready to pick them up.
Progressive
Calls the agent first and when/if the agent is available, it forwards the call to the client. Each client is assigned to a specific agent.
Reverse Progressive
Exclusive configuration of the Progressive dialer, but calls the client first and then transfers the call to the assigned agent.
Voice Broadcast (Press-1 Campaigns)
Send recorded messages, static or dynamic surveys, or reminders, or even redirect a client to a certain campaign within a certain period.
Automatic Machine Detection
Automatic detection of voice mails and the distinction between human and robotic voice.
List Mixing
Assign dialers a specific dialing percentage or priority to different lists and maintain high contactability levels.
Automatic List Recycling
Select contacts you wish to keep trying to reach and generate a new list that includes them (can be done manually or automatically based on parameters).
Do-Not-Call Registry (DNCR) list management
Create a 'blacklist' and avoid dialing certain contacts.
Voice Automation
Interactive Voice Response (IVR)
Allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an agent, as well as to utilize menu options via touch-tone keypad selection. Use text-to-speech using our connectors (Google, Amazon, or MRCP protocol) or automated speech recognition (via MRCP protocol)
Text-to-Speech (TTS)*
Assistive technology that reads digital text aloud.
Automatic Speech Recognition (ASR)*
Converts human spoken audio into text using acoustic language models.
Omnichannel features
Unified Inbox
Meet clients in the digital channel of their choice, integrating all touchpoints in the same place.
Unified Notification Center
Receive new interaction notifications from all channels in the same notification bar.
Transfer interaction (to agents and/or groups).
Transfer any interaction from one agent, group, or campaign to the other or an external number.
Disposition Management / Category codes
Categorize digital interaction outcomes (occupied, not connected, blocked/wrong number, abandoned, etc.)
Post-interaction Satisfaction Surveys
Receive client feedback at the completion of all interactions.
Omnichannel Interaction Recordings
Audio and screen recordings of all digital interactions.
Bot Automation
Automate all digital interactions using uContact's native and customizable Bots.
WhatsApp Business
WhatsApp Business Integration**
Integrate to several WhatsApp Business providers (Gupshup, Infobip, and more).
Inbound WhatsApp Business Campaigns
Receive and answer interactions directly from uContact, just as you would from the app.
Pre-Approved Templates for Outbound Campaigns
Use WhatsApp Business-approved templates in your outbound campaigns.
Social Media
Facebook wall & posts
Receive and handle notifications when your company has been mentioned in a comment/post.
Facebook Messenger
Receive and answer direct messages from your Facebook page directly from uContact.
Instagram
Receive and answer direct messages from your Instagram page directly from uContact.
Web Chat
Audio calls with WebRTC
Let your clients start audio calls directly from your company’s website using WebRTC technology.
Video calls with WebRTC
Let your clients start HD video calls directly from your company’s website using WebRTC technology.
Share Screen
Share your screen directly from WebChat.
Request Screen
Request your client's screen.
Send and receive attachments
Send and receive files securely through the WebChat
Email
Bulk & One-to-One email campaigns
Send emails to one or multiple recipients at one time.
Send and receive attachments
Send and receive files securely through email.
Customizable email templates
Use one of uContact's email templates or easily create/design your own.
SMS & MMS
Bulk & One-to-One SMS campaigns
Send SMS campaigns to one or multiple recipients.
Multimedia Messaging Service (MMS)
Send multimedia messages to one or multiple recipients.
Low Code Development Tools
Workflow Designer
Build your workflows with uContact’s low-code programming workflow designer.
Report Creator & Designer
Use one of uContact’s 200+ available reports or use our low-code report designer to create your own.
Data-capturing Form Designer
Use a standard data capturing form, integrate your own CRM, or build your forms from scratch.
Listen to your agent's conversations in real-time and whisper feedback in real-time.
Satisfaction Surveys
Receive client feedback at the completion of the interaction.
Reporting & Analytics
Real-Time Dashboards
Omnichannel and real-time monitoring of daily performance.
Historical Reporting
Generate and access reports with historical information.
Graphical Alerts
Receive graphic and automatic alerts whenever something happens in your contact center.
Omnichannel Reports
Report generation of statistics from all integrated channels.
Standard and Customizable Reports
Use one of uContact's 300+ preset reports or create your custom reports.
Schedule Reports
Schedule report generation for a date and time of your convenience.
Real-Time Supervision
Be aware of what's happening in your contact center at all times and in real time.
Survey Reports
Generate a report of the answers from the satisfaction surveys sent.
Report Export (PDF, XLS, CSV).
Export reports in the format of your choice.
Security & Quality Monitoring
Quality Monitoring
Formally score, evaluate and report on agent calls to measure success.
Standard COPC
Instrument to measure performance and quality of all interactions.
Encryption
All interactions are end-to-end encrypted to avoid unauthorized access to clients' data.
Permissions per user-type
Each license has access to specific features and permissions.
General | Technical Features
CRM Lite
Powerful CRM system (native or integrated) for successful campaign management.
100% Browser-based
Access uContact directly from a browser, no app download or plug-in install is needed.
Home Agents
Thanks to its Web RTC technology, agents can access uContact anywhere.
Customizable Breaks / Status
Agents can change their status activity in real time.
Multiple Languages
English, Spanish, Portuguese and Italian.
* TTS & ASR not included in pricing & plans: third-party integration required (Google, Amazon Polly, or others)
** WhatsAppBusiness requires a third-party integration with Facebook-certified WhatsApp Business Provider (Gupshup, Infobip, Wavy, or others) – and carries an additional cost".
*** Instagram requires a third-party integration via Gupshup.
All plans include:
Storage of voice and written interactions (WebChat, SMS, WhatsApp Business, Email, Facebook, Instagram) for 12 months, starting on the day of service activation, free of charge.
Remote technical support
5 telephony channels per agent (For example, if you have 100 agents, you will have 500 channels)
Additional Charges
uContact services will be charged in accordance with the accepted quote/proposal. Inbound/outbound minutes usage (domestic and international) , inbound toll-free minutes usage and Inbound/outbound SMS messages will be charged in accordance with our rate sheet.
There may be instances in which additional charges, beyond the originally quoted charges will apply (subject to subsequent quotes/proposals), such as:
Storage (via Google Cloud)
After the first 12 months, there is an additional cost for voice recordings and text storage.
Screen & video recordings.
Additional channels
5 telephony channels are included. Additional blocks of 10 channels can be purchased.
Set Up Fees
Standard Set Up Fee Includes initial set up, configuration, implementation, and initial training, delivered remotely. See section: Onboarding & Professional Services for details.
Custom Development Should any additional effort be required to implement and customize uContact, the cost for Professional Services will be set forth in a quote/proposal, and is subject to a signed Statement of Work (SOW).
License Disclaimers
Must have a minimum of 10 concurrent agents.
Service-term agreement required.
No proration of any uContact services. Licenses will be charged for the full month, regardless of the number of days used.
Voice and Omni licenses cannot be mixed.
Chatbot License
uContact’s built-in Bots use a JavaScript engine to allow the execution of different activity workflows to perform almost any action imaginable: from providing simple/standard answers to executing transactions, making queries to databases and/or running WebServices.
Chatbot is only available with Omni licenses and carries an additional cost.
Interactions that can be automated by uContact Bots:
Facebook
Facebook Messenger
Instagram
WhatsApp Business
Webchat
SMS
Email
Bot’s Characteristics:
They are native - No need to integrate any third-party solution to add Bots and automation processes into your omnichannel strategy: they are built within the solution.
Simple Development - Using uContact’s low-code Workflow Designer, you can develop your own Bots just by dragging and dropping activity buttons/icons into the workflow designer panel according to your strategy.
Customizable - Edit your Bots’ workflow and adapt it to each channel or campaign using uContact’s Workflow Designer. BUT, watch out: once you change a Bot’s workflow, it will change its logic in all the channels and campaigns it’s assigned to.
Various Types - Use and develop Bots for different business logics/operations –transactional, informative, pre-service, or even add Artificial Intelligence.
Important note:
The same Bot license can be used and replicated into different channels integrated into uContact, but only if it follows the same activity workflow. Should this workflow change depending on the channel, another Bot license must be acquired.
Onboarding & Professional Services
Standard Onboarding Scope
uContact's standard onboarding/setup includes professional services during the initial implementation period, for the configuration of:
A telephony SIP trunk.
Agent, Supervisor, and Administrator profiles.
Security groups (for Supervisor/Administrator profiles).
Up to 4 standard voice campaigns (inbound & outbound) with pre-recorded 'Welcome' and 'Out-Of-Hours' messages.
Standard omnichannel configuration* of:
SMS (should another provider be required, aside from uContact's predetermined ones, feasibility must be reviewed and estimated)
WhatsApp Business
WebChat
Facebook & Facebook Messenger
Instagram
*applies only to purchased Omnichannel licenses
Up to 2 standard auto-dialers (setup and use).
Screen pop-up form embedding a third-party website or URL, without sending parameters.
Disposition setup (associated to campaigns).
Holidays and Blacklist configuration.
Training for Agent, Supervisor and Administrator profiles (total of 3 sessions).
Overview of uContact's set of standard reports.
IVR:
Implementation of navigation menus in the IVR flow (up to 5 options and 3 levels of depth) and transfer to campaigns with agents.
Configuration and training of up to (1) one standard platform:
CRM Lite
Standard Management
Form Creator
Note: All the information necessary to configure the points mentioned above is your responsibility.
uContact's standard onboarding/setup does not include (and will be quoted additionally according to your specifications and defined scope) the configuration of:
Integrations with third-party systems.
Modifications to the platform's standard forms.
Implementation and development of custom forms and reports.
Additional training beyond the initial 3 training sessions.
Standard onboarding process:
DETAILED ANALYSIS:
Kick-off
Project Goals
Current business situation
Product Overview
Specific needs
DEPLOYMENT
uContact Setup
Personalization:
Up to 2 standard voice campaigns
Users and Agents
Telephony SIP trunk
TRAINING - one session each for:
Administrator
Supervisor
Agent
TESTING
System functions validation
Custom developments validation
Remote Technical Support Services
Overview
Care, diagnosis and resolution of support incidents.
Attention to technical or functional questions about uContact.
Upgrading components such as "patches" and "hot fixes".
Support services described will be provided remotely via the following methods:
Direct telephone support
Through the Support Portal
E-mail
Instant messaging systems (Skype, MSN, etc.)
Remote Access including:
Microsoft Remote Desktop
SSH (Secure Shell)
LogMein
Microsoft VPN
Open VPN
Support does not include coverage of the following events or situations:
Inappropriate use of uContact software or use that does not conform with the use recommendations made by net2phone.
Malfunction or failure of servers and/or workstations, external PBX, frames, etc. and client infrastructure failures (network, cables, power supply, LAN, etc.).
Alterations or modifications to the uContact software
Any failure caused by fault of other software solutions
Data backup
Modifications to the system, unless it is for a system error code.
Upgrades to new versions.
Implementation of new modules.
Incident reporting
To report an incident, you must communicate through the channels offered by net2phone (e-mail, phone, support portal), and include the following data:
Your company name
Your contact phone number
Time when the incident occurred
Description of the problem experienced
Features affected by the incident
You must make every effort to document the issues and problems and attach information related to the issues when applicable (logs, screenshots, detailed descriptions, scope of the issue, etc).
Based on the information you report, the incident will be classified according to priority level (High, Medium or Low) according to the following parameters:
High: When a significant part of the system is not working or not working properly, severely impacting business activities.
Medium: When the incident affects the operations of your contact center, which can continue to operate, but with a significant loss in productivity and service level.
Low: When the incident does not significantly affect system functionality.
net2phone will then respond to the incident in accordance with the Response Times described below.
Response Times
High Priority incidents will be responded to within 2 business hours following the incident report.
Medium Priority incidents will be responded to within 8 business hours following the incident report.
Low Priority incidents will be responded to within 24 business hours following the incident report.
Response times do not apply to third-party issues that affect the functioning of the platform. Below is a non-exhaustive list of third-party issues that may affect the operation of uContact:
Internet service provider
SMS provider
WhatsApp provider
Integration with social networks (changes in APIs)
Integrations with third parties
Integrations with proprietary systems
Infrastructure problems (hardware, network)
It is your responsibility to have a backup plan for critical information. net2phone assumes no responsibility for any loss or damage of data.
Definitions of Terms
Administrator = Person responsible for managing the contact center operations through agent and campaign creations, queue assignments, IVR workflows, quality models and auto-dialer management, etc. In some cases, the Administrator role may be occupied by the same person as the Supervisor. But, in any case, he/she will be the one in charge of creating, adding, and managing everything agents and supervisors need in order to use uContact effectively (aside from monitoring the contact center's activity).
Agent = Person using the services to interact with clients
Auto Dialer = Technology capable of uploading and analyzing contact lists, segmenting them, assigning them by priority and carrying out a specific strategy. The system triggers calls automatically and thus automates the work of the agents.
Chatbot = Technology that stimulates and processes human conversation, allowing clients to interact with you via digital channels just as if they were communicating with a live agent.
Interaction = The way in which clients get in touch with an organization after selecting the communication channel of their choice. Interactions can be human or robotic, and can include chatbots, live agent sessions, or video calls.
Omnichannel = Allows you to centralize and manage multiple touchpoints and their respective interactions in the same place. An omnichannel strategy ensures that the client receives the same experience, regardless of the communication method they choose to use to interact with your company or brand, and your agents can obtain a comprehensive view of the client.
SIP Trunk = Service that allows you to connect to the public telephone network (PSTN) through VoIP technology.
Supervisor = Responsible for the supervision and control of agents in a contact center. Tasks include: ensuring incoming calls are answered in a reasonable timeframe; that clients receive the care and information they request; intervene in the resolution of issues and manage/supervise the staff in the contact center; as well as the fulfillment of objectives and functions.
Voice campaign = Strategy used in contact centers to contact one or more individuals from a list using different telephony-related features (auto-dialers, call routing, automatic call distribution, IVR, and more).
Voice Interactions Direct every call to the best person every time.
Omnichannel Engagement Connect and communicate with all your digital channels in one place.
Automation Create workflows to maximize efficiencies.
Analytics and Reporting Real-time performance insights for everything.
Agent Management Tools to ensure your agents maximize potential.