UNIVERGE BLUE ENGAGE PACKAGES
UNIVERGE BLUE ENGAGE is a leading Contact Center Software as a Service solution (CCaaS) combining the most robust suite of features
with carrier-grade reliability and world-class deployment and support services that provides a best-in-class customer experience.
FIND OUT WHICH ENGAGE PACKAGE IS RIGHT FOR YOUR BUSINESS!
| PACKAGES | ENGAGE ADVANCED | ENGAGE COMPLETE |
|---|
| FEATURES | ||
| CC LICENSE TYPE | Concurrent Seats* | Concurrent Seats* |
| UC BUNDLING WITH CONNECT | Sold with CONNECT or standalone | Sold with CONNECT or standalone |
| ACCESS TO INTEGRATED EMPLOYEE COLLABORATION AND ADVANCED CALL HANDLING WITHIN CONNECT | X | X |
| ADMIN PORTAL | X | X |
| ADMIN PORTAL | X | X |
| SUPERVISOR APP | X | X |
| REAL-TIME AGENT STATUS | X | X |
| INBOUND VOICE CHANNEL QUEUES | X | X |
| AUTOMATIC CALL DISTRIBUTION (ACD) | X | X |
| POSITION IN QUEUE & ESTIMATED WAIT TIME MESSAGES | X | X |
| SUPERVISOR FUNCTIONS (MONITOR, WHISPER, BARGE-IN) | X | X |
| REAL-TIME, HISTORICAL & GRAPHICAL REPORTS | X | X |
| REAL-TIME DASHBOARDS | X | X |
| CALL RECORDING | X | X |
| PRE-BUILT INTEGRATIONS (DYNAMICS, SALESFORCE, ZENDESK, SLACK)1 | X | X |
| AGENT DESKTOP & WEB APPLICATION | X | X |
| SCHEDULED & CUSTOM REPORTS | X | X |
| CUSTOMIZABLE IVR | X | X |
| SKILL-BASED ROUTING | X | X |
| GEO-ROUTING | X | X |
| ADVANCED RULES-BASED ROUTING(LAST AGENT, PREFERRED AGENT ETC.) | X | X |
| CUSTOM AGENT STATUS | X | X |
| REAL-TIME CUSTOMIZABLE THRESHOLD ALERTS | X | X |
| QUEUED CALLBACK & QUEUED VOICEMAIL | X | X |
| EMERGENCY QUEUE BULLETINS | X | X |
| POST-CALL SURVEYS | X | X |
| TEXT-TO-SPEECH | X | X |
| CALL SCRIPTING | X | X |
| OUTBOUND VOICE & BLENDED CHANNEL QUEUES | X | X |
| OUTBOUND DIALER(SCHEDULED POWER DIALING) | X | X |
| ELASTIC DEMAND SUPPORT2 | X | X |
| CHAT CHANNEL QUEUES | Add-on (+$) | X |
| EMAIL CHANNEL QUEUES | Add-on (+$) | X |
| SMS CHANNEL QUEUES | Add-on (+$) | X |
| DYNAMIC NOTIFICATION (VOICE, EMAIL & SMS) | Add-on (+$) | X |
| SCHEDULE MANAGER | Add-on (+$) | X |
| AI – POWERED INTERACTION ANALYTICS | Add-on (+$) | X |
| EVALUATOR (QA TEMPLATES & SCORING) | Add-on (+$) | X |
| SCREEN RECORDING | Add-on (+$) | X |
| CUSTOM CRM INTEGRATION | Prof. Services (+$) | Prof. Services (+$) |
| CUSTOM WFM INTEGRATION | NO | Prof. Services (+$) |
| CUSTOM IVR INTEGRATIONS & SELF SERVICE APPLICATIONS (DB DATA DIPS, INTELLIGENT ROUTING, PAYMENT IVRS ETC.) | NO | Prof. Services (+$) |
| SPEECH RECOGNITION INTEGRATION | NO | X |
| CONTACT CENTER CONCURRENT SEAT USAGE | ||
| INBOUND DOMESTIC (CONTACT CENTER USAGE) | Unlimited | Unlimited |
| OUTBOUND DOMESTIC (CONTACT CENTER USAGE/DIALER) | 6,000 mins/month per concurrent seat | 6,000 mins/month per concurrent seat |
| TOLL-FREE INBOUND/OUTBOUND | As per toll-free bucket/per minute | As per toll-free bucket/per minute |
1. Advanced & COMPLETE includes SFDC Classic, Lightning (no click to call), Dynamics, Zendesk & Slack integrations.
2. CC Bursting limited to 50% of subscribed seat capacity. Billing will be for peak concurrent sign-ons during period- no min. usage duration and wil be reflected on next bill cycle. ‘Burst & release’ model – billing in advance for next period reflects subscribed seat count (not previous period’s peak). Does not apply to CONNECT named user services.