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Call Center Technology

A call center is used for a central number to receive and transmit telephone calls to a multiple agent area with call reporting capabilities.


UNIFIED COMMUNICATIONS FOR BUSINESS (UCB)

UCB is a desktop system designed to route incoming calls evenly to available personnel. UCB allows the following functions:

  • View the availability of staff
  • Make staff easier to locate and contact
  • Increase staff’s professionalism and efficiency through call and agent management
  • Applications include custom announcements, access to over 150 standard reports and offers callers the option to receive a call back without losing their position in the queue
  • Allows agents to log in and out of system at any UCB station and answer calls for their department
  • Provides a single number for customers to call
  • Enables supervisors to monitor current call activity for training and quality assurance purposes

Open a ticket with the Help Desk Ext. 25200 to request a meeting to discuss whether UCB would be an effective system for your Department.

Based upon the design, cost would include:

  • System and queue numbers for programming: each @ $5.72 monthly / $28.55 one-time installation
  • D-Grade numbers: each @ $5.72 monthly / $28.55 one-time installation
  • 12 button digital or VoIP telephone equipment: $41.97 total monthly / $85.63 one-time installation


REPORT AND AGENT REFERENCE GUIDES AVAILABLE

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