Presence
- View real-time status of the whole company
Presence gives you a bird’s eye view of the organisation by providing real-time information
on the whereabouts and availability of staff regardless of their location.
Your ability to quickly find the company ‘expert’ you require to close a sales call or resolve a customer
service enquiry can be the difference between a satisfied customer and a disgruntled one. Presence
makes first call resolution a reality, improving the quality of your external interactions.
• Presence allows users to view the status of all other users within the organisation.
• Users enable their own Profile status so that when they are in the office, their availability is
recognised and displayed (‘At my desk, ‘Away from my desk’) for all users across the network.
• A user is seen to be available if they use their mouse, keyboard or telephone. After 10
minutes (or a configurable period) of inactivity, the user is considered to be away.
• Users can request return notification for any other Presence user. This activates a
screenpop to notify the user when the person they wish to speak to becomes available.
• If a user’s current profile is ‘forwarded’ (ie., the user’s phone is diverted to Voice
Messaging) and their Presence is detected, the user receives a reminder screenpop
so they can update their Profile status (eg. change it to ‘In the office’ so that they
can receive calls at their desk).
• Presence users can choose to display the subject of their active Microsoft® Outlook
appointment for other users to view. This is particularly useful for keeping operators and
receptionists informed of staff whereabouts and availability.
• Presence allows users to access Global, Personal and Microsoft® Outlook
Contacts buttons for one-touch and speed dialling.
Solutions for Knowledge Workers
- Increase reachability and productivity
The frustrations of phone tag, constant interruptions and an overloaded inbox are well known to most knowledge workers. UCB increases the efficiency and productivity of knowledge workers by allowing them to streamline and intelligently manage all their communications using a single desktop application. How do I collaborate more effectively with colleagues?
• Presence gives you an immediate view of the current status and availability of all staff
• Presence helps you avoid phone tag, it alerts you when the person you require gets off the phone or returns to his/her desk
• Presence lets you view a person’s Microsoft® Outlook Calendar appointment and scheduled return time
How do I take control of who I speak to and when?
• Take advantage of new call alert with option to answer, display details or redirect to voice messaging
• Customise how you redirect specific callers that reach your voice messaging
• Benefit from mobility with one number to reach you anywhere, anytime, when you choose
• See who has called even if they don’t leave a message, and return missed calls with a single click
How do I ensure that I always communicate in a professional manner?
• Your incoming calls have screenpop caller details
• Your greeting can automatically change based on your Microsoft® Outlook Calendar appointments
• Pre-recorded voice messaging greetings handle every scenario
• Customise your greetings based on who’s calling you
How do I work smarter and more productively?
• Access voice messaging, e-mail, fax and telephony functions all from within Microsoft® Outlook
• Send and receive faxes from your PC
• Use the telephony toolbar to make advanced functions faster and easier to use
• One-touch access to global, personal and Microsoft® Outlook contacts directories
Users have the ability to manage all of their contacts from within Microsoft® Outlook.
Screenpops of caller details allow you to prioritise and personalise your communications.
Solutions for Console Operators
- Superior call handling
Your operator is often the first point of contact that a caller has with your organisation – leaving a lasting
impression of your business.
They are expected to efficiently handle a large volume of calls ranging from time-consuming routine inquiries to urgent high-value transactions. UCB gives your operator superior call-handling abilities – ensuring that every caller’s first impression of your organisation is a positive one.
How do we process calls faster and more efficiently?
• Operators can see how many calls are waiting and who the callers are
• Calls can be sent to backup operators based on call wait time and priority
• Operators can log on from any PC anywhere in the organisation
• ‘Point and click’ telephony functionality speeds up call processing
• ‘Drag and drop’ recognised calls to extensions without having to answer them
How do we personalise the service we give to our callers?
• Operators can prioritise waiting calls based on caller ID or number dialled
• Screenpops allow operators to view caller details before answering
• Presence keeps operators informed on staff whereabouts, availability and expected time of return
Are there other ways we can optimize the level of service we provide?
• Play customised announcements to callers on hold
• Change call forwards and voice messaging greetings from the console
• Distribute fax and voice messages to individual staff for follow up via centralised control
• Transfer callers to a user’s voice messaging even when the user’s extension is not forwarded to Voice Messaging
• Distribute voice messages and faxes efficiently to individual staff for follow up
UCB functionality
UCB is a single solution for enabling UC on one appliance, using one application and one administration interface.
