CCaaS is a cloud-based platform that enables businesses to manage customer interactions across channels like voice, chat, email, and SMS—without needing onsite infrastructure.

The Voice plan supports traditional voice-based queues with the option to add-on other channels, while the Omni plan includes support for voice, chat, WhatsApp, and email—ideal for businesses looking for an omni-channel contact center.

Yes. It includes pre-built integrations for Salesforce, Dynamics, Zendesk, and Slack, and also supports custom integrations through professional service engagements.

Traditional call centers often rely on legacy, voice-only technology with limited functionality and on-premise hardware. UCx Contact Center is a cloud-native platform that allows businesses to support not only voice, but also chat, SMS, email, and WhatsApp—all managed through a single interface. With UCx, your agents and supervisors can work from anywhere, ensuring maximum flexibility for hybrid and remote work models. No complex infrastructure, no hardware headaches.

UCx streamlines agent workflows by combining all customer interactions into one easy-to-use desktop or browser-based app. These capabilities reduce handling time, increase first-contact resolution, and keep agents fully focused on delivering exceptional service. Key productivity features include:

• Skill-based routing to ensure the right agent handles each inquiry.
• Dynamic queue prioritization to manage fluctuating demand.
• Post-call wrap-up tools to minimize downtime.
• Real-time agent status management.
• Desktop notifications, contextual call transfers, and disposition tagging.

UCx Contact Center includes Envision Analytics, offering:

• Real-time dashboards with live queue, agent, and service level metrics.
• Shareable wallboards for teams and supervisors.
• Comprehensive historical reporting with multi-format exports.
• Executive dashboards for CX leaders.
• Pre-built reports for call summaries, agent performance, productivity, and queue analytics.
• Scheduled report delivery to automate ongoing monitoring.

Supervisors get full visibility into contact center operations, empowering data-driven management decisions.

Supervisors have full control with built-in features such as:

• Live monitoring, whisper coaching, and barge-in across voice and digital channels.
• Authorized user management and role-based access.
• Grouping agents by location, skillset, or queue.
• Configurable alerts with automated escalation rules.
• Customizable IVR flows and call distribution logic.
• Active agent management to adjust staffing on-the-fly

Admins can manage the platform entirely through a secure, web-based portal.

• Omnichannel engagement (SMS, WhatsApp, chat, email).
• AI-powered Agent Evaluator for agent coaching and sentiment analysis.
• Workforce management tools (vacation management, shift adherence, performance scoring).
• Archiving and compliance retention for up to 10 years.
• Dynamic outbound dialers with list-based campaign management.
• Real-time voice notifications, proactive customer outreach, and blended inbound-outbound queues.
• Extended CRM integrations with Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, healthcare platforms, and more.

Learn more in our UCx Contact Center Datasheet.

UCx is a modern contact center as a service (CCaaS) solution designed to create frictionless, personalized customer journeys. It helps businesses deliver better experiences by:

• Giving customers multiple channels to engage on their terms.
• Seamlessly transferring interactions across channels with full context.
• Providing proactive communication via queued callbacks, appointment reminders, and real-time updates.
• Offering personalized service by integrating customer history from CRM and business systems.

The result: faster resolutions, fewer transfers, and consistently high satisfaction.

Yes. UCx is a secure contact center as a service (CCaaS) platform designed for organizations that require strong security and compliance. Features include:

• Role-based access controls and permissions.
• Spam filtering and protection services.
• Secure call recording encryption.
• Legal hold and audit reporting.
• WORM-compliant storage for long-term retention.
• Secure integrations with CRM, healthcare, and financial systems.

Whether you’re in healthcare, financial services, legal, or retail, UCx can help you meet regulatory standards confidently.

Yes! UCx Contact Center from TPx is built for integration flexibility, making it easy to connect your contact center as a service (CCaaS) with the tools your business relies on. It offers pre-built and customizable connectors for:

• Microsoft Teams
• Salesforce
• Microsoft Dynamics 365
• ServiceNow
• Zendesk
• Slack
• Healthcare systems like Epic, Cerner, AthenaHealth, and more.

For specialized environments, custom integrations and API access are available through TPx’s professional services team, ensuring your hosted contact center works seamlessly within your existing technology ecosystem.