Hosted Contact Centre Solutions

Location
All users, whether managers, supervisors, administrators or agents, connect to the Ultra systems and their own environment over the internet.
Users can be located anywhere (in office buildings, in private homes, anywhere in the UK or overseas) from which they have fast, reliable internet service to our systems throughout the UK.

Desktop
Each agent must have his/her own computer and headset, and must be able to connect to the internet.
The following are the minimum requirements needed -

Computer

• Windows PC
• OS = Microsoft Windows 2000 SP4, Windows XP SP2, or Vista
• Web Browser = Internet Explorer 6 or later

All the Ultra solutions will work from any geographic location providing a high level of business continuity and disaster recovery for the contact centre locations. Additionally Client can move or expand to new locations with ease, including outsourcing some call handling activities if required in future; or opening offshore locations where multi-lingual personnel would be easier to recruit to penetrate the wider European market.

The Ultra solutions can service companies, as required, from SME through Enterprise and Government, and into Wholesale customers, both national and multi-national users, due to its true network nature.

Ultra solutions are all developed and maintained in-house in the UK, permitting us to make changes to meet industry regulation and client’s individual needs, such as those provided currently to Ultra’s clients.

A network platform can be made exclusive to one contact centre client (managed service) or partitioned to provide a service for multiple clients (‘multi-tenant’).

The Ultra solutions were built from the start for multi-tenant capacity. The latter shares the costs of the platform and makes the end-user solution less expensive. Note that there are very few multi-tenant solution vendors, especially at the network level.

The supervisor logs into the Ultra solutions platform via a secure internet website and can –

• enable the agents to be used, (only on 1st time)
• for an outbound campaign uploads the dialling pool data to your dedicated environment
• for an inbound campaign configures the inbound rules in real time for the call handling.

Agents log into Ultra's Network dialler via the internet and a secure login area, once logged in contact centre agents are ready to take calls.

The predictive dialler retrieves the dialling pool data and the Ultra network telephony interface calls customer leads.

All the overcall required to reach a live contact is done within the Ultra telephony network – only one PSTN phone line per agent is needed at the contact centre.

When a customer answers, a data pop containing known customer information is sent to the agents screen and Ultra places an inbound call to the available agent to connect customer to agent together.

The conversation is automatically recorded using Ultra's voice recording systems.

After the call has ended between agent and customer, the telephony is ended as is the Ultra charge and the managers tools show the agent in ‘wrap’ status. The agent is ready to receive the next call after the wrap state finishes.

• Automatic call distribution and use of interactive voice response ensures efficient handling of multiple inbound call flows.
• CLI identification and CRM integration will allow the agent screen to data pop with relevant information to permit 1st call resolution.
• Contact centre call peaks can be overflowed to outbound agents/other centres via call blending automatically.
• Available agents that are logged in will receive calls only if they are appropriately skilled.
• Inbound call rules can be changed via website access in real time and from remote if required.

• Real time visual monitoring tools are given for the use of managers and supervisors free of charge
• Wall board functionality allows centre to know agents statuses and inbound call SLA’s second by second.
• Management information reports are available in real time and historical. They can be scheduled to used and group of users.
• Complete suite of MI reports are available and can be personalised.
• Supervisors can monitor all agents in all locations in real time and have comprehensive campaign management information and reporting facilities included as standard.
• Ultra’s unique 24/7/365 comprehensive support gives the contact centre an extension to their current supervisor/IT teams and is an unmetered service.