Compare Unity4’s outsourced contact centre with the standard offering

Features hover text Standard Unity4
Staff selected from a national labour pool Our at home agent model is geographically agnostic, enabling us to hire talent irrespective of location.
Staff attrition in single figures With our staffing model, we maintain the industry’s lowest level of staff turnover. This reduces costs and improves quality.
Advanced Scripting and Interaction Management systems Our RapportCMS platform enables us to deliver complex campaigns thorough the browser to support agents in their call handling
Online Reporting, accessible by clients at real time Unity4 provides its client with ‘live’ access to our online reporting. Clients can run a suite or reports across their activity from convenience of their web browser
100% Call Recording As standard and at no additional cost, Unity4 provides its clients with online access to 100% of call recordings. This provides total transparency over all the work we do for our clients.
Flexible Scheduling Unity4′s at home model enables flexible staffing, ensuring that staffing is provided when you need it. Flexible shift structures enable more accurate staffing to demand
Rapid Deployment Through the RapportCMS platform, Unity4 is able to draw on a ‘catalogue’ of previous projects, With a few ‘clicks’ we are able to generate a template for your project in our system. This leads to faster development times and reduced costs
Skill based & Intelligent routing Unity4′s inbound capabilities include full traditional ACD functions as well as full skill based routing and our proprietary Intelligent routing    
PCI Compliance Both Unity4 Contact Centre Outsourcing and Unity4 Contact Centre Technology is PCI DSS compliant and externally tested
Presence tracking of all activity Unity4 utilises the RapportCMS ‘presence’ engine to track all agent and non agent activity. This enables a 100% auditable history of events and ensures the highest levels of quality assurance. It also enables automated payroll and billing
Outbound Preview and Predictive Dialling Unity4 uses our RapportCMS dialling technology to enable full predictive, preview and power dialling

 

What others say about Outsourcing