Voice services & telephony

#The phone is still the most important channel

For urgent, complicated or emotional matters, people pick up the phone. Chat and messaging change little about that. That is why voice at Univerx is not an extra module but part of the base.

How calls reach the network is your decision. Univerx offers three paths, and none excludes the others.

#Three paths to telephony

Many organisations mix: the pilot starts on platform numbers, head office stays with the current carrier for now, and the old system is replaced site by site via telephony integration.

#Calling from the browser

Employees make and take calls directly on the desktop in the browser. A headset is enough. Those working from home have the same functions as in the office: queues, transfer, consultation, conference and recording where permitted and consented to.

Calls then pass through the same call distribution as every other contact. The IVR and the voicebots build on the same voice layer.

#One network, one set of reports

Because every call runs over the same platform, calls appear in the same reports as chat and email. There is no second telephony statistic that someone has to reconcile with the channel reports.

#Built for peaks and exceptions

Cloud telephony grows when things get tight. A storm, an outage, a deadline: when many people call at once, you need no extra lines in the basement. Announcements, callback offers and self-service absorb the peak before it reaches the team.

Continuity plans get simpler too. If a site goes down, employees sign in from home and keep working with the same numbers and flows.

#How to start

1. Take stock. Record numbers, carrier contracts, sites and systems.
2. Choose the path. Decide per site: platform numbers, your own carrier or later replacement.
3. Switch on a pilot. One team calls through Univerx; everything else keeps running unchanged.