ICaaS

ICaaS ™©

With this comprehensive and detailed ICaaS solution, businesses can truly transform their communication landscape. The integration of advanced AI, robust security, and omni-channel capabilities provides a future-proof platform that benefits all stakeholders.

This solution not only addresses current communication challenges but also positions organisations to adapt and thrive in an increasingly digital and interconnected business environment.

Features

Customisable virtual agents

Industry-specific knowledge bases for tailored responses
Ability to learn and improve over time through machine learning
Seamless handoff to human agents when needed

Advanced AI-powered capabilities

Natural Language Processing (NLP) for understanding and responding to complex queries
Sentiment analysis to gauge customer emotions and adjust responses accordingly
Predictive analytics to anticipate customer needs and behaviour

Comprehensive contact center features:

Wall boards
Inbound and outbound auto dialler
Agent control
Call volume management
Workforce management

Intelligent IVR (Interactive Voice Response)

Dynamic menu options based on customer history and context
Voice biometrics for authentication
Natural language understanding for conversational interactions

Advanced analytics and reporting

Customer journey mapping
Predictive analytics for forecasting trends
A/B testing capabilities for optimising communication strategies
Custom dashboards and report generation.

Comprehensive features:

CRM Integration
HR management options
Expense Management
Marketing Campaign Manager
Social Media integration

Enhanced video conferencing

High-definition video with adaptive quality based on network conditions
Virtual backgrounds and noise cancellation
Breakout rooms for small group discussions
Live transcription and translation services

Advanced security measures

Biometric authentication options (facial recognition, voice recognition)
Blockchain technology for secure record-keeping
AI-powered anomaly detection to identify potential security threats
Secure File Transfer Protocol (SFTP) for sharing sensitive documents

Extensive integration capabilities

Skills-based routing
Queue management and callback options
Real-time and historical reporting
Quality management and call recording
Calendar Control and bookings
Invoicing and purchase ledger

Benefits

Benefits for businesses

Enhanced customer insights:

Deep understanding of customer preferences and behaviour patterns
Ability to anticipate and proactively address customer needs

Improved brand reputation:

Consistent, high-quality customer interactions across all channels
Demonstrated commitment to innovation and customer service

Increased agility:

Rapid deployment of new communication strategies
Easy adaptation to changing market conditions or customer preferences

Global reach:

Multi-language support for international operations
Follow-the-sun customer service capabilities

Reduced environmental impact:

Decreased need for physical office space and commuting
Lower energy consumption through efficient cloud-based operations

Benefits for business owners

Strategic advantage:

Access to cutting-edge communication technology without significant upfront investment
Ability to compete with larger enterprises on customer experience

Improved decision-making:

Real-time access to key performance indicators and business insights
Ability to identify trends and opportunities quickly
Enhanced business continuity:
Robust disaster recovery and failover capabilities
Reduced risk of communication outages or data loss

Streamlined vendor management:

Single provider for multiple communication and security needs
Simplified billing and support processes

Benefits for employees

Skill development:

Exposure to advanced technologies enhances employee skill sets
Opportunities to focus on higher-value tasks as AI handles routine Enquiries

Improved collaboration:

Seamless communication across departments and locations
Enhanced ability to share knowledge and best practices

Personalized work environment:

Customisable interfaces and workflows to suit individual preferences

AI-assisted task prioritisation and time management

Reduced stress:

Automated handling of repetitive tasks
Improved work-life balance through flexible communication options

Benefits for customers

Hyper-personalised experiences:

Interactions tailored to individual preferences and history
Proactive suggestions and solutions based on predictive analytics

Increased autonomy:

Self-service options powered by AI for quick issue resolution
Easy access to information and support across multiple channels

Enhanced accessibility:

Multi-language support and translation services
Accommodations for various disabilities (e.g., speech-to-text, text-to-speech)

Transparent communication:

Real-time updates on enquiry status
Clear explanations of processes and policies from AI agents

Time savings:

Reduced wait times through efficient routing and AI-assisted responses
Asynchronous communication options for non-urgent matters

Licences

Every Uniti ICaaS™ license comes packed with a comprehensive suite of features designed to elevate your business operations. Enjoy advanced automation capabilities that streamline routine tasks and workflows, saving time and reducing manual effort. Our intelligent voice routing (IVR) system efficiently directs calls to the appropriate departments or agents, enhancing your customer service. Real-time analytics provide instant access to crucial data and insights, enabling informed decision-making. Seamlessly integrate with nearly all CRMs, centralising customer interactions and data for a cohesive experience. Custom branding allows you to tailor the platform to reflect your brand’s unique look and feel, ensuring consistency across all customer touchpoints. Our scalable solutions support your business growth, easily accommodating increased workloads. Robust security features protect your data, ensuring compliance and peace of mind. The user-friendly interface simplifies management tasks, while 24/7 support provides continuous assistance and resources. Additionally, enjoy cost efficiency by reducing operational expenses through optimised workflows. With Uniti ICaaS™, you get all these extensive features, empowering your business for success.

Standard Features on all Licences

User Portal

Call Forward
Call History
Call Origination
Call Recording
Call Waiting
Do Not disturb
Follow Me
Messages
Presence.
Visual Voicemail
Voicemail Greetings Management.
Voicemail Recordings
Voicemail.

Workforce Features

1 on 1 instant messaging
Ability to open multiple chat windows
Animated GIF support
Call recording
Presence detection
Quality management
Screen recording
Search past conversations with disabled users
Snooze conversations
Speech transcription and analytics
Team messaging
Threaded messages

Conference Features

Audio sharing
Breakout Rooms
Cascaded routing
Closed Captions
Conference Call-in
Conference Call-out
Controller mode
Emoji reactions
End to end encryption
Flip meeting
Group chat
HD video and audio conferencing
Join from desktop web browser
Meet now

Conference Features Continued

Meeting live streaming
Meeting Summary
Meetings analytics
Moderation controls
Participant controls
Personalised virtual spaces
Private Chat
Push to talk mode
Raise your hand
Screen sharing
Secure passcodes
Set availability status
Spaces
Tile view
Transcriptions

Support

24/7 Support
Self-service support portal
Extensive knowledgebase
Basic online training
Advanced online or on-site training
Elite touch implementation services
Professional services

Licences Choices

IC-1 Voice

Features

Unlimited local calling for UC phone
Audio Conferencing
Authorisation Codes
Busy Lamp Field (BLF) Support.
Call Back
Call Forward (busy, no answer, unconditional).
Call Reporting
Call Recording
Call Recordings Access
Call Transfer (blind, attended).
Call transfers
Call waiting
Caller-ID.
Chat.
Create new contact from active call
Dictation.
Direct Inward Dial Numbers (DIDs).
DND (Do Not Disturb).
Emergency services
Extension to extension calling
Extensions
Features Categories
Feature Codes
Filter calls recordings and voicemails
Flip calls
Find Me /Follow Me
Follow Me
HD quality voice
Highlight to dial phone numbers
Hold music
Hunt/Ring Groups.
Inbound Route

Languages.
Low bandwidth
Multi Party Calls
Multiple Devices per User.
Music on Hold.
Music on Hold. Streaming
Night Modes
Notifications disabled when 'DND' status is on
One Number Reach
Outbound Route
Personal Call Log
Personal Extension Settings.
Personal IVR.
Phone Directory
Phone paging
Pickup Groups
PSTN replacement program
Record Voicemail Greetings
Remote Call Pickup
Remote Substitution
Remote Users
Ring groups / Hunt groups
Screen Sharing.
Secure voice calls (TLS and SRTP)
Shared Notes
Speed Dialling
Tier 1 phone number & extension
Time Conditions.
Transfer calls directly from the chat roster
UC call recording
User Portal

User Portal: Access to Voicemail, Recordings, etc.
Video Conference.
Visual Voicemail
Voicemail
Voicemail indicators
Voicemail Broadcast Groups
Voicemail Broadcast
Voicemail to Email
Voicemail with transcription
Web browser click-to-dial
Web Phone
Work Desktop app
Work for Web

Purchase

Included in all packages

Analytics

Active calls Report
Business hours report
Call detail records report
Calls by DID Report
Device Status Report
Extension summary Report

Security

Call encryption (SIP TLS, RTP).
Data-in-motion encryption with SIP over TLS and SRTP
EU GDPR compliance
HTTPS.
Intrusion detection and blocking
ISO 27001:2013 and ISO 9001

IC-2 Voice +

Inc all features of IC-1

Unlimited local calling for UC phone
Announcements
Auto attendant
Auto-Attendant/IVR.
Automatic Route Selection
Barge, monitor, whisper
Black List
Blacklist callers
Boss/Secretary
Boss/Secretary - Whitelist.
Call Conditions
Call Flow Control
Call Monitoring
Call Parking
Call Pickup
CID Modifiers
Class of Services
Conferencing
Conference Rooms

Custom Application
Custom Context
Custom Destination
Customer Account Code
Dial Restriction Rules
Geo routing
Hot desking
IP agnostic access
Paging and Intercom.
Parking.
Personal Assistance (IVR).
Personal Assistant
PIN List
Queue Priorities
Queue VIP
Queues.
Queues Call Back

Purchase

IC-3 Voice and Contact Centre

Inc all features of IC-1 and IC-2

ACD/IVR
Agent login in/log out.
Agent Workspace
Barge.
Call queues.
Call recording.
Call Reporting
Caller Name Lookup.
CC media 'cold' storage (current)
CC voice recording
CDR (Call Details Record).
Contact Centre VoIP softphone
Dynamic Routing
Dynamic Destination.
Dynamic Extensions
Geo Firewall.

Hot-desking.
Hunting groups.
Interactive voice response (IVR)
IVR / Auto-attendants.
IVR Statistics
Phone Books
Phone Provisioning
Post call survey
Push Notifications.
Queue Call Back
Queues
Queued callback
Secure Pay
Time Conditions TZ Setting.
Web callback
Whisper to agent.

Purchase

Features included in IC-3

a man sitting in front of a laptop computer

Administration

Call Detail Reporting.
Email Notifications.
Extensions Status Management.
Feature Codes Management.
Global Search.
Multiple Language Support.
Status Reports.
Phone Directory.
Remote Administration.
SIP-Open Standards.
Soft-Phone Support.
Storage Monitoring.
System Settings (Time, Notifications, Storage).
System Status Dashboards.
User-friendly Web interface.
Users (add , modify, remove)