Uniconnect Edge
Overview
Uniconnect Edge is a cutting-edge softphone solution tailored specifically for contact center agents. It is designed to enhance agent performance, simplify workflows, and minimize distractions through an optimized user interface (UI). With a focus on efficiency and usability, Uniconnect Edge equips agents with powerful tools to manage their communications effectively.
Inbound and Outbound Calls
Uniconnect Edge supports efficient handling of both incoming and outgoing calls, ensuring smooth communication channels for agents.
Multiple Transferring Options
Agents can seamlessly transfer calls with options such as:
Transfer calls directly without prior consultation.
Transfer calls after consulting with the recipient.
Initiate a new call during an active session for added flexibility.
Conferencing
Enable multi-party conferencing to facilitate collaboration and effective communication during calls.
Call Controls
Uniconnect Edge includes intuitive controls to manage calls:
Combine multiple calls into a single conference.
Place calls on hold temporarily.
Silence the microphone as needed.
Auto Answer and Availability Status
Agents can enhance efficiency by:
A compact mode to support multitasking without losing access to key functionalities.
Pins the softphone to the desktop, keeping it always visible and readily accessible.
Benefits
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Optimized Agent Performance
The streamlined UI and intuitive controls reduce distractions, allowing agents to focus on delivering exceptional customer service.
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Enhanced Security
Features like 2FA and DTMF support safeguard sensitive customer data.
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Improved Collaboration
Conferencing and call merging empower teams to work together effectively in real time.
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Flexibility
Multi-account support and robust call transfer options enable agents to adapt to various scenarios seamlessly.
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Accessibility
Minimized and dock modes ensure the softphone remains unobtrusive yet accessible, even during multitasking.
Use Cases
1
Improve agent efficiency and reduce handling times with robust call control features.
2
Enable remote agents to manage calls securely with features like 2FA and minimized mode.
3
Switch effortlessly between accounts to manage communications for different clients.
4
Use conferencing and call merging to resolve complex customer issues with input from multiple team members.
Get Started with Uniconnect Edge
You can download the Uniconnect Edge app from the Microsoft Store using following link
