Inbound Contact Centre

Deliver a cohesive and comprehensive customer experience with Ultracomms’ fully featured cloud-based inbound contact centre solutions.

Simple to install and integrate with third party systems, with infinite capacity, immediate scalability and a secure and reliable platform, Ultracomms’ cloud-based inbound contact services can increase productivity and streamline your reporting processes at a lower cost to your business.


Intelligent Call Routing

Enhance customer experience by routing your calls more effectively.

Ultracomms’ intelligent call routing ensures that your callers are always greeted by the most qualified available agent, regardless of their physical location.

Routing calls to the right advisor first time ensures you deliver a seamless experience to your customers and enables you to handle calls more effectively and improve overall advisor productivity.


Interactive Voice Response (IVR)

Provide a smooth and repeatable experience for your customers with dynamic Interactive Voice Response.

Our configurable Interactive Voice Response (IVR) application enables clients to create multi-tiered automated menus which can direct inbound callers to specific advisors, groups, designated sub-call flows, pre-recorded information messages, or even automated customer surveys.

When calls are transferred out of the IVR service to an advisor, information gathered can be made available to the advisor and transferred to other team members, streamlining data collection, allowing you to protect and enhance customer experience.


Call Queue Management

Give your customers a choice.

When inbound call volumes are high, Ultracomms’ SmoothQ service, enables customers to leave a message and have their call returned at a convenient time. The resulting call back is seamlessly integrated with existing inbound call centre services and outbound dialling campaigns so that the next available advisor is automatically allocated the call.

Calls can be routed based on agent skills, priority groups, number dialled, customer’s own number, first available advisor or to automated resources depending on individual customer needs.


Call Scripting Service

Increase first call resolution and reduce call handling times.

Our HTML-based call scripting service is fully customisable and can be integrated with a wide range of third-party products (including Microsoft® Dynamics CRM, SAP applications and Salesforce CRM), ensuring calls are handled in the most effective way possible.

Our call scripting supports dynamic branching to ensure agents always have the right information to handle each part of customer interaction, maximising productivity, and helping you deliver the best experience for your customers.


Call Recording Service

Record phone calls & access them whenever.

Ultracomms call recording stores 100% of calls to give you complete insight into your contact centre performance for quality management and compliance.

Securely stored on multiple servers, across multiple locations, Ultracomms’ call recording supports multiple search criteria such as name, date, CLI and advisor name, so you can retrieve your recordings in a variety of formats, from any location, within seconds.

With full encryption and DTMF clamping to ensure PCI-DSS compliance, your organisation can remain fully compliant with the FCA, DMA, Ofcom, ICO and other key regulatory bodies.

Virtual Receptionist

Route callers to the most appropriate resource.

Ultracomms call routing service identifies the caller’s telephone number or account information,  entered via an IVR, and integrates the Virtual Receptionist with your CRM to locate and route the call to the most suitable advisor.

By avoiding the manual routing of calls, your customers are connected to the most appropriate team immediately, allowing you to enhance customer experience, and maximise your advisor resources.

Real-Time Monitoring

Unique real-time performance monitoring, as part of the service.

Our team of experts proactively monitor campaign performance, alerting clients about potential opportunities to improve productivity, or when they identify performance issues such as long call queues and lost connections to internal systems.

Providing a comprehensive view of your contact centre KPIs such as campaign performance, abandonment rates, number of calls waiting, and average wait times, the web based UltraLive real time wallboard dynamically monitors the status of your contact centre activity.

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