Call Management Applications
The Unified Communications Teams can support departments and individuals understand their requirements to optimize the management of all their unified communications inbound and outbound.
The University has various platforms to help support engagement with people across a range of voice and digital channels for frictionless customer conversations.
Automations & Self-service
We can design intelligent automations across your voice and digital channels to help your customer self-serve and take pressure off your agents.
We can use automations to drive effective self-service through tailored IVR and chatbots.
- Customised speech bot
- Custom IVR dialogues
- Agent omnichannel queuing & routing
- Call and chat routing
- Build your own custom chatbot
- Integrated callback
Teams Call Queuing and Auto Attendant
Call queues in Microsoft Teams provides a method of routing callers to people in your team who can help with a particular issue or question. Those incoming calls will be distributed one at a time to agents in the queue.
Call queues in Microsoft Teams features
- A greeting message.
- Music while people are waiting on hold in a queue.
- Call routing – in First In, First Out (FIFO) order – to agents.
- Handling options for queue overflow and timeout.
Netcall Liberty
Liberty is a more complex call management platform with real-time reporting, custom dashboard, supervisor management of inbound calls and call recording.
How do I get Liberty software?
- Login to Liberty
- Download Liberty Software
- From the Company Portal/software Centre on your desktop you can select and download Liberty Converse Client.
- Any issues with this download needs to be logged with IT Service Desk servicedesk@ulster.ac.uk
- To login select Sign in with Work Account.