Unified Communications and Contact Centre

Creating digital experiences

Unified communications

Collaborate securely from anywhere

Enabling an integration of collaboration tools into one platform – such as IP telephone for voice calling, desktop sharing, instant messaging and video conferencing – unified communications are designed to create a seamless user experience that helps businesses and customers work together more effectively.

Partnering with leading vendors such as Cisco and RingCentral, we’re able to select the best platform for your business – whether that’s on-premise, as a service (UCaaS) or hybrid – and help you collaborate from anywhere, streamlining existing processes and:

  • Increasing business efficiencies
  • Positively impacting work productivity
  • Elevating customer experience
  • Reducing gaps in communication
  • Optimising processes
Through reforming communications and utilising one system, unified communications allow businesses to make the fastest possible decisions and transactions with flexibility and mobility.
Contact centre

Customer experience

Contact centres are key to customer experience – customers want to be connected to the right resource using the channels of their choice to get fast, accurate and first-time resolutions.

This leads to:
  • Higher customer satisfaction rates
  • More customer acquisitions
  • Enhanced brand reputation
  • Increased customer conversions
  • Better customer engagement
  • Improved crisis management
  • Heightened customer loyalty and retention

Delivering solutions using Cisco UCCX, Cisco Webex Contact Centre, Amazon Connect and RingCentral provides a rich selection of leading platforms to ensure you have the right tools to engage with your customers in the most efficient way, whilst delivering maximum value to your business. Our experience of building and migrating customers from one platform to another means that you are in safe hands.

Example projects

UCtel solutions

  • Design and Build of new, on-premise Cisco solutions (CUCM, UCCX)
  • Upgrades of on-premise Cisco solutions
  • Migrations from Cisco Unified Communications Manager to RingCentral
  • Migrations of Cisco Unified Communications Manager to Cisco Webex Calling
  • Hybrid solutions of on-premise CUCM and Webex Calling
  • Integrations of third-party applications with CUCM and UCCX to deliver additional business benefit
  • Migration to Amazon Connect with Omningage desktop
  • Integration of Cisco UCM and Webex Calling with Microsoft Teams
Technology

Richcall

Partnering with Richcall, UCtel can bring a mobile and collaborative culture to your business with technology designed to offer the next generation in customer and team experiences.

Offering click-to-call, click-to-video and co-browsing, Richcall is a cost-effective solution that can be easily integrated into your contact centre software or used in a standalone mode. Available for both cloud and on-premise deployments, Richcall establishes a fully interactive, collaborative environment that empowers customers and enables sales agents to work in a blended, cross-channel mode.

Success Story

A fully updated new infrastructure across multiple Dufry offices around the globe

Dufry