UCx Contact Center includes customizable call routing, automatic call-backs, built-in call recording and dynamic reporting. The new offer joins UCx Call Center as part of the UCx portfolio.
Jamie Minner, vice president and head of TPx’s UCx line of business, tells Channel Partners that UCx Contact Center will allow his company’s partners to “unlock new opportunities and larger customers.”
“By adding advanced features like audio call-backs and whisper paging, we now have a platform that is on equal footing with traditional hardware-based, premises-based PBXs,” he said. “What’s more, throughout this year and beyond, we’ll be able to add new functionality to UCx Contact Center, including email and chat queues, outbound dial campaigns, speech recognition and even workforce optimization.”
One of the messages TPx heard “loud and clear” from partners was the need to package more functionality into a unified bundle, “and we’ve listened,” Minner said.
“First we started with the TPx Complete bundles that include everything a small office needs, from voice services to phones, to managed security and SD-WAN, all for a flat monthly rate,” he said. “Now, we’ve expanded this philosophy to contact center, combining agent queueing, dashboards, a user-friendly client interface, call recording, call routing and more — all into a single contact center agent bundle for a flat monthly price.”
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UCx Contact Center is well-suited for any company that experiences fluctuations in call volumes, Minner said.
“One very timely example is tax-preparation firms,” he said. “With seasonal demands, the ability for callers to leave a call-back number rather than wait in queue or call the next firm can mean the difference between making ends meet and being truly successful in this busy season, all without the hassle of hiring and training temporary staff.”
UCx Contact Center now is available to customers of TPx’s UCx service.
“This translates to a significant advantage over similar offerings from companies like InContact, Five 9s and MiTel, which have maintained a largely static feature set for the past several years,” Minner said.
Last month, TPx announced it is combining with Pensare Acquisition Corp. in a $343 million transaction to become a Nasdaq-listed public company. Jim Delis, TPx’s senior vice president of national channel development, said going public will fuel growth for partners.