Next GenerationContact Center Solutions

About us

We are a great team focused on developing solutions to help contact centers toimprove their service, increase productivity and reduce costs.

Present at 14 countries of Latin America and the Caribbean, we operate withcustomers with 5 to more than 1,000 positions, adjusting ourselves to everycompany’s operations.

WE ACCOMPANY YOUR GROWTH

3

Unified Contact is an All-in-One Solution

for the Unified Management

of Contact Centers.

Multiple Channels, Single Solution

General Features

Technical Features

System Users

AgentUnified Inbox Desktop

Main features:

• Agent 100% Web. • Unified Inbox - Notification center• Management of states (pauses, breaks, and more).• Call recording full or on demand.• Create custom campaigns.

ACTIVITIES CONTROL Configurable status

INTEGRATEDCustom Data Capture

HOT DESKINGIntegrated softphone

UNIFIED INBOXAll the interactions in one

place.PRODUCTIVITY

Internal chat, SMS, Transfers, History,, all

in one place

TIMELINEAll the activities done by the

agent.

MOTIVATIONEach agent displays metrics

that help improvemotivation and

productivity.

CONTROLTime in actual status.

BEHAVIOREvolution of contacts per

channel.

SupervisorReal time monitoring

Main features:

• Real-time monitoring.• Listen: spy, coaching, barge• Dynamic configuration of dashboards.• Reports of control.• Online alerts, via email and SMS.• Recording for: Audio and Screen.• Quality management.

FOLLOW UPSpy, coaching and intervention

of the call in real time.

REAL TIMEReal-time statistics for each campaign

INDIVIDUAL MANAGEMENTReal-time display of the

performance of each agent.

ALERTSCall alerts and states in graphic

form.

FILTERSFilter state in graphical form

and quantities.

COLLABORATIONInternal chat and voice calls between agents

and supervisors.

OVERVIEWMain indicators at a glance

EVOLUTIONEvolution of interactions per channel

AdministratorFriendly user interface

Main features:

• Unified Management.• Agents.

• Carriers.• Campaigns.• Reports.

• Business Intelligence.• Security.• Audios.• Dial Plan.

QUALITYRating and reviews of each

recording.

FILTERSMultipes filters for an exact

search

LISTENListen online and add

multiple comments

DOWNLOADIndividual and mass

download in MP3 format

FILTERSPerform dynamic

searchesUNIFIED

Manage all settings in your contact center in one

placeCUSTOMIZATION

Change the style of eachscreen

FORMATSDisplay and simple export to

PDF and Excel

REPORTSAll information management in over

160 predesigned reports and the ability to easily create new reports

DESIGNDesign reports in graphical

and intuitive format.

uContact Tools

Key Features:

• Create communication workflow dinamically.

• Drag & Drop.

• Use intuitive for non-technical users.

uContact Designer

Key features:

• Creating screens and workflow custom information capture.

• Extremely easy to use, without having to learn any proprietary language.

• Integrated 100% with uContact Agent allowing events such as pop-up on incoming calls, dial contacts directly from a button on the form, managing outbound campaigns based on the form.

• Statistical reports and operational information generated.

uContact Forms

Key features:

• Complete set of pre-designed reports (+160)

• Powerful tool for creating reports.

• Reports communications combined with system information management.

uContact Reports

Business Solutions for Different Needs

Some of our customers

Coming soon: Gamification

www.integraccs.com

INTEGRA CCS@INTEGRACCS