Net2Phone uContact — Omnichannel Contact Centre (CCaaS)
Cloud contact centre bringing voice, digital and blended interactions into a single unified inbox, with native IVR, ACD, a full dialer suite, chatbots, quality monitoring and real-time dashboards — customisable to the point of being a development platform.
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Key Features
One inbox instead of one tool per channel
Voice, email, web chat, SMS, WhatsApp and Facebook Messenger all land in the same unified inbox. The alternative most contact centres live with — a separate interface and separate reporting per channel — is what produces the disparities that make performance impossible to measure.
Dialers, plural
Preview, progressive, reverse business, power, predictive and voice broadcast dialing are all native. Outbound teams usually need more than one mode across campaigns, and having them in the platform avoids bolting on a second vendor.
IVR with text-to-speech
Native IVR built with text-to-speech, so menus and prompts can be changed without recording sessions, and intelligent ACD routes each call to the right agent or department.
Automation before escalation
Native customisable bots handle digital interactions, and chatbot automation absorbs routine contacts, which lowers response time without cutting service levels.
Supervision that works in real time
Real-time dashboards and KPIs, omnichannel reporting, automatic alerts, and quality monitoring that scores and evaluates both voice and digital interactions.
Customisation as a platform, not a settings page
uContact is positioned as a development platform rather than a fixed product — almost any function can be tailored. This is the reason it suits BPOs and businesses whose process does not fit a standard template.
Scales by the day
Users can be added or removed within minutes, and implementation is measured in days rather than months. For seasonal peaks and BPO campaign wins, that elasticity is usually the deciding factor.
Queue behaviour callers tolerate
Virtual hold with queue callbacks lets a caller hang up without losing their place, alongside estimated wait time, priority routing and after-hours handling.
Frequently Asked Questions
Common questions about Net2Phone uContact from Net2Phone.
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