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UNIVERGE BLUE ENGAGE
A highly customizable intelligent cloud-based contact center solution.

GREATER RESPONSIVENESS

UNIVERGE BLUE ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services and UNIVERGE BLUE PULSE™ artificial intelligence (AI) capabilities.

INCREASED CONTROL

Real-time monitoring and permission-based activity reports bring transparency to agent and contact center performance.

  • AI Call and Voicemail Transcription & Redaction transcribes inbound/outbound calls and removes sensitive information.
  • AI Evaluator auto-assigns calls that mention key phrases to supervisors and allows them to read transcripts and summaries.
  • AI Sentiment Analysis with sentiment and keyword search tags calls as positive, negative, or neutral and lets supervisors search by sentiment.

EFFICIENT HANDLING

Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

TAILORED SERVICES

UNIVERGE BLUE® ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

UNLOCK MORE WITH CONNECT

Drive even more employee efficiency and a superior customer experience by accessing advanced call features within CONNECT. CONNECT and ENGAGE – more powerful combined together.

TAKE PATIENT EXPERIENCE
TO THE NEXT LEVEL

AUTOMATE YOUR CUSTOMER EXPERIENCE
AND GAIN INSIGHTS ON EVERY CALL

MOVE YOUR CONTACT CENTER TO THE CLOUD AND
EXCEED YOUR CUSTOMER EXPECTATIONS