U-Contact
Contact & customer-service operations
A customer conversation creates work that needs ownership and follow-through. U-Contact brings interactions, cases, complaints and follow-up into one operating environment for teams and their supervisors.
What can you do with it?
The core capabilities and how they fit the scope of your project.
Customer interactions
Record customer interactions in the operating environment. When an interaction needs action, it can be handled in the same context that holds cases, complaints and follow-up work.
Cases and complaints
Manage cases and complaints that need a response or resolution. The customer's issue becomes part of the team's tracked work instead of remaining in a separate conversation that is difficult to revisit.
Follow-up workflows
Cover the follow-up steps needed to carry a case forward. Workflows are prepared around the service process, helping the team identify the next step and the work still required.
Task routing
Route work to the people responsible for completing it. This connects the customer's requirement with the role or team that needs to take it forward inside the operating environment.
Supervisor visibility
Give supervisors visibility of work in progress across the team. They can review ongoing activity and understand work allocation without relying only on collecting individual updates from every agent.
Restaurant orders
Cover order taking and order follow-through for restaurant operations, connecting with U-Serve within the agreed implementation. The order stays in the context of the interaction that initiated it.
How it fits into the working day
An example workflow to configure around your operation.
- Record the interaction, case, complaint or restaurant order.
- Route the work and follow the required steps.
- Review work in progress and complete the handling of the case.
Tell us what your business needs.
We will help you choose the right modules and a practical starting point.