Core Concepts
As a Contact Center administrator, understanding and utilizing the fundamental concepts of uContact is essential for effectively managing and configuring your Contact Center. These core concepts provide the foundation for setting up and maintaining all aspects of the Contact Center, from creating and managing customer interactions to configuring and integrating with other tools and systems.
What is a Contact Center?
A Contact Center is a centralized system used by organizations to manage interactions with customers and users through a variety of communication channels, such as telephony, social media, email, and text messaging.
There are different types of Contact Centers, each with specific objectives depending on the industry. For example, banks focused on collections primarily engage in outbound communication, while companies selling internet plans also emphasize outbound communication. Other examples include emergency mobile services, hospitals, government agencies, support lines, and more.
Contact Centers consist of three distinct user roles:
- Administrators: Administrators are responsible for configuring and maintaining the Contact Center. They handle the creation and configuration of users, campaigns, connectors, automations, and more.
- Supervisors: Supervisors oversee the status of campaigns, agent performance, and Contact Center metrics using various tools provided by the system to enhance the user experience.
- Agents: Agents handle and create interactions, meaning they interact with customers. They use tools that allow them to access customer interaction history, provide quick and accurate responses to inquiries, and record important details about each interaction.
What is uContact?
uContact is an omnichannel system designed specifically for Contact Centers aiming to maximize their performance and improve the speed and efficiency of customer service. It covers all stages of the workflow in a Contact Center, eliminating the need for third-party systems and allowing you to manage everything from a single platform. uContact provides powerful tools to establish effective communications, creating memorable experiences for your customers.