Contact Center

Enhance and streamline your customer’s experience with our advanced cloud contact center platform.

Our UCx Contact Center delivers a seamless experience for both your employees and your customers. UCx-CC is an all-in-one contact center solution that’s purpose-built with the innovation, flexibility, and agility your business needs to compete and win.

UCx-CC was specifically designed and built as a cloud-based solution to bring you full security, visibility, flexibility, and scalability. Plus, it’s all backed by the industry-leading commitment to service quality that TPx is known for.

UCx Contact Center Features

Our UCx Contact Center delivers a full range of advanced features in one all-inclusive package:

Web Portal Interface

The UCx Contact Center web portal is the agent's one-stop-shop to take calls, enter wrap-up codes, consult a supervisor, and much more.

Customizable Call Routing

Use our drag-and-drop call flow builder to configure routing exactly the way you want - including auto attendant menus, skills-based routing, scheduling, greetings, and more.

Audio Call Backs

Let your customer go on with their day without having to wait on hold. The caller can enter their phone number and receive a call back when an agent becomes available.

Supervisor Dashboard

Presents supervisors with an intuitive real-time view of all calls and agents. The dashboard also shows a historical snapshot for the past few hours, providing insight on recent trends.

Dynamic Reporting

Supervisors can run and schedule reports based on specific queues, agents, teams, entry points, and more. Reports are customizable and exportable.

Call Monitoring

Supervisors can monitor calls for their team, the queue, or a specific agent; then either escalate to a Whisper Coaching mode or fully barge-in on the monitored call.

Call Recording

Supervisors can record calls for agents and/or queues. Call recording can range from all-day/every-day to a percentage of calls, specific days, or any combination thereof.

Outbound Dialing

Agents can manually place outbound calls on behalf of the queue.

Wrap-up and Idle Codes

Agents can set their status or specify a code for the resolution of a given call. All codes are pre-defined by the supervisor.

Why Choose the UCx Contact Center?

  • Work From Anywhere
  • Impeccable Customer Service
  • Operational Efficiency
  • Quality Assurance
  • Insightful Analytics
  • An All-Inclusive Solution

Work From Anywhere

With a powerful web-based portal, UCx-CC enables the agent to place and receive calls from any computer. Not only can you offer your agents more flexibility in where they work, but you’ll also have a great business continuity strategy right out of the box.

Impeccable Customer Service

UCx-CC keeps track of all of your customer’s interactions with your business. During each interaction, the customer’s history is displayed to the agent so they can deliver the best possible customer service.

Operational Efficiency

Customize your call routing to balance call loads across sites, teams, and agents – regardless of their location. The drag-and-drop call flow builder is intuitive and easy to use.

Quality Assurance

With built-in call recording at no additional cost, you can review exactly what your agents are saying to your customers. Agents can pause recordings to avoid capturing sensitive information such as credit card numbers – and the recording can automatically resume after a specified length of time, just in case the agent forgets to turn it back on.

Insightful Analytics

Dynamic and customizable reports deliver the business metrics that matter most to you. You’ll have the valuable data you need to optimize your customer’s experience, right at your fingertips.

An All-Inclusive Solution

UCx-CC includes all the features you really need – such as call recording, custom reporting, and much more – all in one simple bundle at one reasonable price.

Why Choose the UCx Contact Center?

With a powerful web-based portal, UCx-CC enables the agent to place and receive calls from any computer. Not only can you offer your agents more flexibility in where they work, but you’ll also have a great business continuity strategy right out of the box.

UCx-CC keeps track of all of your customer’s interactions with your business. During each interaction, the customer’s history is displayed to the agent so they can deliver the best possible customer service.

Customize your call routing to balance call loads across sites, teams, and agents – regardless of their location. The drag-and-drop call flow builder is intuitive and easy to use.

With built-in call recording at no additional cost, you can review exactly what your agents are saying to your customers. Agents can pause recordings to avoid capturing sensitive information such as credit card numbers – and the recording can automatically resume after a specified length of time, just in case the agent forgets to turn it back on.

Dynamic and customizable reports deliver the business metrics that matter most to you. You’ll have the valuable data you need to optimize your customer’s experience, right at your fingertips.

UCx-CC includes all the features you really need – such as call recording, custom reporting, and much more – all in one simple bundle at one reasonable price.

Ready to create your perfect Contact Center solution?

Contact us to schedule an interactive demo with one of our Contact Center experts.

Let's Get Started!

You’ve Got Options

UCx Contact Center is well-suited for large or complex organizations, or those that need advanced reporting capabilities. If you need a simpler way to route inbound calls to a queue of agents, consider our UCx Call Center service.

Not sure which one to choose? Ask your TPx representative for guidance on the solution that’s the best fit for your business.