Predictive Dialler
Sophisticated and efficient, the Ultra predictive dialler maximizes outbound contact centre productivity. The predictive dialler adjusts to call patterns, call length, number of agents, complies with ‘silent calls’ legislation, and provides you with a complete set of automatic call detection capabilities. The Ultra predictive dialler provides you with industry leading performance guaranteed to help you maximise agent performance. The Ultra Predictive Dialler is a fully functional, top performing, location independent contact centre solution capable of operating on a per campaign basis, in various modes from full predictive, power dialling and preview modes. More..

Automatic Call Distribution (ACD)
The Ultra ACD system's versatility meets the demands of modern call centres. From traditional routing based on agents waiting to skill based routing based on an agent’s skill set, and from dynamic routing to delivering real-time customer announcements, the Ultra ACD system allows you to have a bespoke solution with rules set by you. More..

Inbound Call Management
Combined with the facilities of the ACD the solution provides a sophisticated service, interfacing with existing agent applications to display callers' details and integration to your current databases for smooth and professional call handling. More..

Call Blending
Included within the Inbound and Outbound dialing solutions to provide effective call blending for the ultimate call centre utilisation and management. This facility enables many benefits for the management of the agent FTE and can give very cost effective contact centre operations for businesses of any size but in particular for SME’s.

Voice Recording (VR)
Recording transactions and interactions with customers is part of call centre life. Driven by legal and client obligations as well as proving to be a significant training tool, Ultra’s VR includes powerful functionality including multiple search criteria, automatic and manual options, retrieval in seconds, recording in two formats for resilience – and the best part is, Ultra’s VR functionality is included as standard within the Ultra Complete Call Centre Solution package. Ultra’s VR includes full library listings of calls, secure online access to recordings and long term storage availability. More..

Interactive Voice Response (IVR)
With Ultra’s Interactive Voice Response (IVR) capabilities you can automate some or all of your customer interactions. IVR gathers customer information and matches it with data from back-office systems to fulfill customer enquiries or requests without the need to transfer to a live agent. Your customers can find quick answers to basic questions and avoid long hold times and your agents are afforded more time to handle complex, potentially revenue generating interactions. More..

Voice Over Internet Protocol (VoIP)
VoIP offers you versatility for the deployment of remote agents, such as home workers or multi-site call centres, together with sizable cost savings. This is because call centre transactions are transferred across the internet rather than the traditional telephony network systems. Easy to integrate and deploy with minimum disruption, VoIP is a significant component in modern call centres.

Home-Working Ultra’s Network contact centre services’ enable contact centres and businesses to have access to the use of home-workers. These home agents can operate as if they were in your office. The provision of remote monitoring enables complete control.
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Call Live Integration (CLI)
For inbound calls CLI can be used with a customer database to bring useful and relevant information to the screen to enhance the customer experience. For outbound calls, CLI enables customers to be confident of the caller’s identity.

Computer Telephony Integration (CTI) All Ultra technology allows interactions on a telephone and a computer to be integrated or coordinated. The following functions can be implemented using CTI: Call information display on answer, with or without using calling line data. Automatic dialling and computer controlled dialling i.e. predictive dialling. Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests – to name a few.