uContact

4.3 (51)
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Beautiful Contact Center Solution - Omnichannel - All in One

About uContact

uContact is a comprehensive contact center system that offers inbound, outbound, and blended Call/Contact Centers a single and centralized platform from which to control the multiple channels involved in managing sales, collections, and customer service interactions in call centers. Incorporating automatic call distribution (ACD), interactive voice response (IVR), recording, dialers, web chat, call reporting, and live monitoring, uContact aims to provide users with an all-in-one contact center solution.

With uContact, users can manage all voice campaigns, generate customized SMS campaigns, handle customer inquiries automatically with IVR and create communication workflows easily with a drag and drop interface. To further enhance call center operations, users have access to preview, power, and predictive dialers as well as web chat, voice broadcast, and integrated email features. uContact also facilitates scheduling, reporting analytics, social network management, and coaching technology, allowing users to send scheduled emails, create custom or pre-designed reports, manage Twitter and Facebook customer interactions and monitor live customer calls. Besides simply managing audio and screen recordings, users can manage the quality of recordings as well by inputting ratings and comments.

The solution includes distinct benefits for the different staff roles in a Contact Center. For the call center agent, uContact provides a unified multichannel inbox, an integrated telephone and notification center, an activity timeline as well as gamification and badges. Meanwhile, for contact center supervisors, uContact offers specific features designed to manage and oversee agent operations such as audio recording, agent coaching, and real-time monitoring. To improve call center administration, uContact enables users to manage campaigns, reports, security, and dial plans all from a single platform.


Key benefits of uContact

  • Users can monitor operational data in real time, enabling users to track contact center campaigns and individual agent performance carefully.
  • uContact incorporates coaching tools, permitting supervisors to spy, coach and intervene on customer calls in real time.
  • uContact facilitates reporting analytics, allowing users to design custom reports in graphical and intuitive formats easily.
  • Users have access to advanced functionalities such as virtual hold, providing users with the technology to generate call backs to abandoned calls and collect customer satisfaction surveys when a call ends automatically.
  • uContact includes voice broadcast capabilities, automating outbound contact with customers with customized messages.

  • Images

    uContact Software - Unified Inbox: handle all your interactions in the same place and provide better CX through every channel. WhatsApp Business, social media, WebChat, email, SMS & more!
    uContact Software - Chat Bot & Automations: Low-code Workflow Designer: automate & manage your interactions in a visual and user-friendly way by creating your own workflow.
    uContact Software - Analytics & Wallboards: Experience the power of real-time data. You can track performance and make quick decisions to steer your contact center toward success. Get a clear view of agent availability, call volumes, wrap-up times, and more!
    uContact Software - Auto-dialers: put your Contact Center on auto-pilot using our automated dialers –Predictive, Powerdialer, Progressive, Reverse Progressive & Preview!
    View 5 more
    uContact video
    uContact Software - Unified Inbox: handle all your interactions in the same place and provide better CX through every channel. WhatsApp Business, social media, WebChat, email, SMS & more!
    uContact Software - Chat Bot & Automations: Low-code Workflow Designer: automate & manage your interactions in a visual and user-friendly way by creating your own workflow.
    uContact Software - Analytics & Wallboards: Experience the power of real-time data. You can track performance and make quick decisions to steer your contact center toward success. Get a clear view of agent availability, call volumes, wrap-up times, and more!
    uContact Software - Auto-dialers: put your Contact Center on auto-pilot using our automated dialers –Predictive, Powerdialer, Progressive, Reverse Progressive & Preview!

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    Reviews

    Overall rating

    4.3 /5
    (51)
    Value for Money
    4.3/5
    Features
    4.4/5
    Ease of Use
    4.3/5
    Customer Support
    4.7/5

    Already have uContact?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 51
    Juan Carlos
    Juan Carlos
    Overall rating
    • Industry: Entertainment
    • Company size: 1,001–5,000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Amazingly complete product, great Price, and the best service.

    Reviewed on 2018/04/23

    Pros

    After doing a very lengthy research and several RFPs we ended up with Integra and its U Contac Solution, it's extremely complete I wanted a CRM (which is adaptable to our needs) several channels (Chat, E-mail, telephone and eventually social media) also the ability to adapt it and flexible solutions, it meets all. In addition it has the best price in the market product-features.
    I have been working in the industry for over 15 years and I must say the setup and transition was smooth and really supportive, as any setup there are minor glitches and adjustments that come up, however they were quickly corrected or adapted to our needs, best product you can have for your call center.

    Response from Net2Phone

    Juan Carlos, thank you very much for your comments about uContact!

    Verified Reviewer
    Overall rating
    • Industry: Financial Services
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    uContact x Net2Phone

    Reviewed on 2023/06/22

    uContact, by allowing our customer outreach via various channels to be centralized in one location,...

    uContact, by allowing our customer outreach via various channels to be centralized in one location, has greatly improved our Contact Center experience and made it possible to connect with many new and returning customers. As the company and uContact x Net2Phone continues to grow, I believe that we'll be able to accomplish many more feats as the years go by.

    Pros

    uContact customization of not only the IVR but also forms, reports, bots, bot functionality, social media integration and database makes it one of the best telephony software out there. By giving the admin the ability to customize these aspects provides endless possibility of creativity to suit whatever cutomer needs may arise.

    Cons

    Some additional tutorial and more indept breakdown of the Workflow would be an big pro.

    Response from Net2Phone

    Great feedback. We appreciate it.

    oscar
    Overall rating
    • Industry: Banking
    • Company size: 51–200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Effective

    Reviewed on 2023/06/22

    the problem is that it freezes when being used a lot.

    the problem is that it freezes when being used a lot.

    Pros

    Information is straight forward when using it .

    Cons

    it freezes when you are using it a lot throughout the day.

    Shamika
    Overall rating
    • Industry: Fund-Raising
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    uContact Usage

    Reviewed on 2023/06/22

    When utilizing uContact there is little to no hassle, like any computer software there are...

    When utilizing uContact there is little to no hassle, like any computer software there are occasional glitches however those can be quickly addressed, and the support team is always on standby, quick to respond.

    Pros

    I appreciate that it allows for contact with customers through various communication methods.

    Cons

    The occasional glitches may be a bit inconvenient at times.

    Response from Net2Phone

    Shamika, thank you very much for your comments about uContact!

    Verified Reviewer
    Overall rating
    • Company size: 1,001–5,000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    A high quality, easy to use program that's a fantastic addition to our current workflow.

    Reviewed on 2018/05/06

    Pros

    We love and appreciate the fact that uContact integrates easily and has an intuitive interface. It's got lots of features for a well priced contact center solution. Reports are powerful & there are lots of variables to choose from when pulling results.

    Cons

    While reports are powerful & allow us to track productivity, outbound call volume reports take some time to generate. With that said, uContact is such a pleasure to use, that it becomes an incredibly mild inconvenience.

    Showing 5 reviews of 51 Read all reviews

    uContact FAQs

    Below are some frequently asked questions for uContact.

    uContact offers the following pricing plans:

    • Starting from: US$59.99/month
    • Pricing model: Subscription
    • Free Trial: Not Available

    uContact offers 2 plans. Voice (Basic Call Center): $59,99 Omni (Advanced Contact Center): $89,99 Users receive price reductions based on volume. For more information, visit www.ucontactcloud.com

    uContact has the following typical customers:

    2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    uContact supports the following languages:

    English, Portuguese, Spanish

    uContact supports the following devices:

    uContact integrates with the following applications:

    Freshsales, Google Chrome, HubSpot CRM, Microsoft Teams, Pipedrive, Salesforce Platform, Slack, Zapier, Zendesk Suite, monday.com

    uContact offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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