U-Reach Call Center Solution
Build a Smarter, More Efficient Call Center
Your call center is the front line of your business. Long wait times, missed calls, and inefficient routing can lead to lost opportunities and frustrated customers. A modern cloud based phone system ensures your team can handle calls efficiently while delivering a professional customer experience.
Contact Unify Marketing & Technology Solutions today to deploy the U-Reach Call Center Solution and transform your communication workflow.
U-Reach Cloud PBX
Call Center Solution
Make it simple for your call center agents and supervisors to deliver greater customer experience.
What Is the U-Reach Call Center Solution?
The U-Reach Call Center Solution is a powerful communication platform built on a cloud based phone system. It provides advanced call handling, real-time analytics, and scalable infrastructure to support high-volume call environments.
This solution allows your business to:
- Manage inbound and outbound call traffic
- Improve agent efficiency
- Reduce wait times
- Enhance customer experience
- Monitor performance in real time
Powered by modern cloud VoIP systems, it delivers flexibility and reliability without the need for complex on-site hardware.
Advanced Hosted PBX Features for Call Centers
The U-Reach Call Center Solution is built on a hosted PBX, providing advanced features designed specifically for call center environments.
Key features include:
- Intelligent call routing and distribution
- Call queues and wait time management
- Auto attendants and IVR systems
- Call recording and monitoring
- Real-time analytics and reporting
- Supervisor dashboards and controls
These features ensure calls are handled efficiently and routed to the right agents at the right time.
Unified Agent and Supervisor Workspace
Provide all the tools your agents and supervisors need in one single web-based interface. The intuitive Queue Panel allows you to monitor queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, and parking with simple clicks.
- Active & waiting call activities in one view
- Drag & drop call management
- Complete view of agent availability & performance data
- Real-time queue performance metrics tracking and display at individual, group or aggregated level
- Role-based feature access control
Better Customer Service with Call Center PBX
Connect customers to agents
- Automatic call distribution with skill-based routing, priority queue, and more.
- Set flexible queue strategies (Rrmemery, liner, etc.)
- Provide automatic call back option during busy times
- Monitor active call traffic anytime at a glance
Enhance call waiting experience
Efficiently assist customers in the queue by providing helpful information like their position, estimated wait time, callback instructions, holiday greetings, and other personalized prompts. This ensures a smooth and enjoyable experience for them.
Fine tune the call flow
Easily spot queue traffic trends with a quick glance at the web-based Queue Panel, efficiently dispatch calls by simply drag-and-drop actions, and optimize agent staffing in real-time to maximize call center efficiency.
Coach agents with ease
Implement missed call follow-up
A call center solution that never lose track of a missed call. With intuitive queue missed call list, easily label the follow-up status of your missed calls using tags, and enable agents to call back your customers with one click.
Set SLA for quality assurance
Auto-monitoring 17 key call center performance metrics and your predefined Service Level Agreement (SLA) on Wallboard. Receive real-time alerts when it reaches the threshold.
Conduct satisfaction survey
Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys, customer satisfaction reports, and comprehensive per queue/agent performance reports.
Real-time Performance Tracking
Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are automatically calculated in real-time, daily, weekly, or monthly intervals for your in-depth call center monitoring, management & optimization.
- Track sum of all queues or statistics of individual queue
- 17 Key Performance Metrics
- Real-time Monitoring
- Flexible Calculation Time Frame
- Customizable Widgets
- Multi-screen Display
Intuitive Reports,
Easier Management
Get access to 8 advanced call center reports. Easily spot issues and opportunities in your call center with comprehensive view of agent-specific operational metrics, call parameters, and panoramic queue statistics.
You can run targeted analysis of your call center data by customizing timeframe, agent, or queue selection. Share the real-time or historical reports with your team in graphical, downloadable formats, and schedule reports to be run periodically in the future.
More for greater customer experience
Omnichannel Messaging
Provide customers more ways to get in touch with live chat and integration with WhatsApp, Facebook, and SMS. Access and repond to messages from multiple channels in one place.
CRM Integration
Rich ready-made CRM/helpdesk integrations to automate repetitive tasks, keep a central record of customer interactions, and elevate agent productivity.
Outbound Call Center
Maximize your proactive outreach by running outbound call campaigns. Enable dialing automation, improve connect rates, and create more revenue opportunities.
All-inclusive Inbound Call Center Features
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Skill-based Routing
Priority Queue & Acceleration
Ring Group
Queue Callback
Queue Panel
Queue Call Logs
Missed Call Disposition
Queue Manager
Dynamic & Statistic Agents
Call Recording
Call Monitoring
Call Whisper & Live Coaching
Call Transfer (Cold/Warm)
Three-way Calling
Custom Voice Prompts
Music on Hold
Queue Position Announcement
Estimated Wait Time Announcement
Linkus Softphones
Computer Telephony Integration (CTI)
Wallboard & Real-time Analytics
SLA Monitoring
Post-Call Surveys
Agent Performance Reports
Queue Performance Reports
Satisfaction Survey Report
CRM Integration
Helpdesk Integration
Omnichannel Support
Voicemail Transcription
More in the brochure
Upgrade Your Call Center Today
Unify Marketing & Technology Solutions delivers advanced communication solutions designed to improve efficiency and performance.
Our U-Reach Call Center Solution provides:
- Reliable cloud based phone system infrastructure
- Advanced hosted PBX features
- Scalable cloud VoIP systems
- Real-time monitoring and analytics
- Ongoing support and optimization
Your call center should be a competitive advantage, not a bottleneck. A modern cloud based phone system gives your team the tools they need to deliver exceptional service.
Contact Unify Marketing & Technology Solutions today to implement the U-Reach Call Center Solution and improve your communication performance.
Frequently Asked Questions
What is the U-Reach Call Center Solution?
It is a cloud-based communication platform designed to manage high call volumes and improve call center efficiency.
What is a cloud based phone system?
A cloud based phone system uses internet-based technology to handle calls without requiring on-site PBX hardware.
What is a hosted PBX?
A hosted PBX is a cloud-managed phone system that provides advanced call routing, voicemail, and communication features.
Can agents work remotely?
Yes. The system supports remote agents, allowing them to access the call center from anywhere..
How does reporting help my business?
Real-time reporting provides insights into call performance, helping you improve efficiency and customer experience.
Is the system scalable?
Yes. The solution is designed to grow with your business, allowing you to add users and expand functionality easily.
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