CloudUC is a cloud-based call center solution created by PanTerra. Users can manage and monitor inbound calls from any device with an internet connection, giving call center employees the ability to telecommute.
Call center seats include, CRM Integration, internal Instant Messaging, Unified Command Center, Video Conferencing, Web Meetings, Automated Call Distribution Queue, and Detailed Reporting. Supervisory modes include Silent Monitor, Whisper, and Barge-in. CloudUC’s analytics allows users to measure queue lengths, call talk time, missed calls, idle time, handled calls and more. The software includes multiple call routing algorithms such as ring all, round robin, longest-time idle, random, next available, fewest calls, and skills-based. Supervisors can set Key Performance Indicators (KPIs) for agents based on their organization’s unique priorities.
CloudUC can be utilized by small to large businesses across a wide variety of industries, including accounting, consulting, financial services, software and IT, healthcare, and more.