Unified Contact Center (UCC) Applet

Executive Overview

The Unified Contact Center (UCC) Applet is BigLedger’s flagship customer engagement solution that revolutionizes how businesses communicate with their customers. By consolidating all communication channels into a single, intelligent platform, UCC enables businesses to deliver exceptional customer service while dramatically improving operational efficiency.

Why UCC is Essential for Modern Business

The Challenge

• Customers expect instant responses across multiple channels
• Managing separate apps for WhatsApp, Facebook, Email is inefficient
• Lost conversations and context when switching between platforms
• Difficult to track customer service performance
• Manual order processing through chat is time-consuming

The UCC Solution

• One Platform, All Channels: Manage every conversation from a single interface
• Intelligent Routing: Automatically distribute conversations to the right agents
• Integrated Commerce: Process orders and payments directly in chat
• Real-time Analytics: Monitor and optimize performance instantly
• Automation Tools: Reduce response time with smart templates and bots

Core Capabilities

📱 Supported Communication Channels

Instant Messaging Platforms

• WhatsApp Business API

  • Send/receive messages, images, videos, documents
  • Broadcast messages to multiple contacts
  • WhatsApp catalog integration
  • Quick reply buttons and lists

• Facebook Messenger

  • Page inbox management
  • Messenger bot integration
  • Rich media support
  • Persistent menu options

• Telegram Business

  • Bot and channel management
  • Group chat support
  • File sharing up to 2GB
  • Custom keyboard options

• WeChat Work

  • Official account integration
  • Mini-program support
  • QR code engagement
  • Red packet integration

• LINE Official Account

  • Rich messages and cards
  • LINE Pay integration
  • Coupon distribution
  • Member card management

• Instagram Direct

  • Story replies management
  • Post comment responses
  • Shopping tags support
  • IGTV interaction handling

Traditional Channels

• Email Integration

  • POP3/IMAP support
  • HTML email templates
  • Attachment handling
  • Auto-responders

• SMS Gateway

  • Bulk SMS sending
  • Two-way messaging
  • Short codes support
  • Delivery reports

• Live Chat Widget

  • Website embedding
  • Proactive chat triggers
  • Co-browsing capability
  • File transfer support

Module Architecture

1. 📥 Inbox Module - Centralized Conversation Hub

Unified Message View

• All-in-One Interface: See all messages from all channels in one screen
• Channel Indicators: Visual tags showing message source (WhatsApp, FB, etc.)
• Conversation Threading: Maintain context with complete message history
• Real-time Sync: Instant message updates across all agent screens

Smart Conversation Management

• Priority Queuing: Urgent messages appear first
• Status Tracking: New, In Progress, Resolved, Pending
• Agent Assignment: Manual or automatic distribution
• Conversation Transfer: Seamless handover between agents

Rich Media Handling

• Image Gallery: View and send images with compression options
• Video Support: Stream videos up to 100MB
• Document Sharing: PDF, Excel, Word, PowerPoint support
• Voice Notes: Play and send audio messages
• Location Sharing: Maps integration for addresses

Quick Actions Toolbar

• Templates: One-click responses for common queries
• Translation: Real-time message translation (50+ languages)
• Notes: Internal comments not visible to customers
• Tags: Categorize conversations for reporting
• Shortcuts: Keyboard commands for power users

2. 📊 Dashboard Module - Real-time Performance Monitoring

Key Performance Indicators (KPIs)

• Response Metrics

  • Average first response time
  • Average resolution time
  • Messages per conversation
  • Customer satisfaction scores

• Agent Performance

  • Conversations handled per agent
  • Response time by agent
  • Customer ratings by agent
  • Active/idle time tracking

• Channel Analytics

  • Message volume by channel
  • Peak hours heatmap
  • Channel preference trends
  • Conversion rates by channel

Visual Analytics

• Live Activity Feed: Real-time conversation flow
• Performance Charts: Graphs and trends visualization
• Comparison Reports: Period-over-period analysis
• Export Options: PDF, Excel, CSV reports

3. 👥 Contacts Module - Complete Customer Intelligence

Customer Profile Management

• 360° Customer View

  • Contact information
  • Conversation history
  • Purchase history
  • Support tickets
  • Notes and tags

• Custom Fields

  • Industry-specific data
  • Preference tracking
  • Birthday/anniversary dates
  • VIP status indicators

• Segmentation Tools

  • Smart lists based on behavior
  • Custom filters and searches
  • Bulk actions support
  • Import/export capabilities

Integration Points

• CRM Sync: Automatic customer record creation
• Sales Data: Order history from sales module
• Support History: Previous tickets and resolutions
• Marketing Lists: Segmentation for campaigns

4. 📢 Broadcast Module - Mass Communication Center

Campaign Management

• Message Campaigns

  • Promotional broadcasts
  • Service announcements
  • Event invitations
  • Product launches

• Audience Selection

  • Contact list targeting
  • Tag-based filtering
  • Custom segments
  • Exclusion lists

• Scheduling Options

  • Immediate sending
  • Scheduled broadcasts
  • Time zone optimization
  • Recurring campaigns

Template Library

• Pre-approved Templates: WhatsApp Business approved messages
• Rich Media Templates: Images, videos, documents
• Variable Placeholders: Personalized content insertion
• Multi-language Support: Templates in multiple languages

Compliance & Delivery

• Opt-in Management: Subscription preferences
• Delivery Reports: Read receipts and analytics
• Failed Message Handling: Automatic retry logic
• Regulatory Compliance: PDPA, GDPR compliance tools

5. ⏰ Task Queue Module - Intelligent Work Distribution

Queue Management

• Smart Routing Rules

  • Skill-based routing
  • Language preferences
  • VIP prioritization
  • Round-robin distribution

• SLA Monitoring

  • Response time targets
  • Escalation triggers
  • Alert notifications
  • Performance tracking

Workload Balancing

• Capacity Management: Agent availability settings
• Load Distribution: Even work distribution
• Overflow Handling: Backup queue management
• Break Management: Scheduled offline periods

6. ⚙️ Configuration Module - System Setup & Integration

Channel Configuration

• WhatsApp Business Setup

  • API credentials
  • Phone number verification
  • Business profile setup
  • Catalog integration

• Facebook Integration

  • Page connection
  • Permissions setup
  • Webhook configuration
  • App review process

• Other Channels

  • Step-by-step setup guides
  • Testing tools
  • Troubleshooting help
  • Connection status monitoring

Business Rules

• Operating Hours: Channel-specific schedules
• Auto-responses: Out-of-office messages
• Routing Rules: Conversation distribution logic
• Escalation Policies: Supervisor involvement triggers

7. 🛍️ E-Commerce Integration - Sell Through Chat

Product Catalog Sharing

• Visual Catalogs: Share product images and details
• Real-time Inventory: Stock availability checking
• Price Lists: Dynamic pricing display
• Product Search: Help customers find products

Order Processing

• Cart Management

  • Add/remove items in chat
  • Quantity adjustments
  • Discount application
  • Shipping calculation

• Payment Processing

  • Payment link generation
  • Multiple payment methods
  • Payment status tracking
  • Receipt generation

Order Management

• Order Creation: Convert chat to sales order
• Status Updates: Automated order notifications
• Tracking Information: Shipping updates
• Returns/Exchanges: Process through chat

8. 🤖 Automation & AI Features

Chatbot Integration

• FAQ Automation: Instant answers to common questions
• Lead Qualification: Automated information gathering
• Appointment Booking: Calendar integration
• Order Status Bot: Automated tracking responses

Smart Suggestions

• Response Recommendations: AI-powered reply suggestions
• Sentiment Analysis: Detect customer emotions
• Language Detection: Automatic language switching
• Intent Recognition: Understand customer needs

9. 👤 My Profile & Personalization

Agent Settings

• Personal Preferences

  • Notification settings
  • Interface language
  • Theme selection
  • Keyboard shortcuts

• Signature Management

  • Email signatures
  • Chat closing messages
  • Personal templates
  • Quick replies

Performance Tracking

• Personal Dashboard: Individual metrics
• Goal Tracking: Target vs achievement
• Feedback History: Customer ratings
• Training Records: Skill development

Implementation Guide

Phase 1: Initial Setup (Week 1)

Day 1-2: System Configuration

1. Enable UCC Applet

   • Access Applet Store
   • Search for “Unified Contact Center”
   • Click Install and accept permissions
   • Initial configuration wizard

2. Team Structure Setup

   • Create agent accounts
   • Define roles (Agent, Supervisor, Admin)
   • Set up teams and departments
   • Configure permissions

Day 3-4: Channel Integration

1. Primary Channel Setup

   • Start with most used channel (usually WhatsApp)
   • Complete verification process
   • Test message flow
   • Configure business profile

2. Additional Channels

   • Add secondary channels
   • Configure channel-specific settings
   • Test cross-channel routing
   • Set up fallback options

Day 5-7: Process Configuration

1. Business Rules

   • Define operating hours
   • Create auto-responses
   • Set up routing rules
   • Configure escalation policies

2. Templates & Resources

   • Create response templates
   • Upload product catalogs
   • Set up knowledge base
   • Prepare training materials

Phase 2: Team Training (Week 2)

Basic Training (All Agents)

• Platform navigation
• Message handling basics
• Using templates
• Customer data access
• Basic troubleshooting

Advanced Training (Power Users)

• Complex routing setup
• Report generation
• Bot configuration
• Integration management
• Performance optimization

Phase 3: Pilot Launch (Week 3)

Soft Launch Strategy

1. Limited Rollout

   • Start with one channel
   • Select pilot team
   • Handle specific query types
   • Monitor closely

2. Feedback Collection

   • Daily team debriefs
   • Customer feedback
   • System performance
   • Process refinement

Phase 4: Full Deployment (Week 4+)

Scale-up Process

1. Gradual Expansion

   • Add more channels
   • Include all agents
   • Expand service hours
   • Increase automation

2. Optimization

   • Analyze metrics
   • Refine processes
   • Update templates
   • Enhance training

Best Practices & Tips

Response Time Optimization

Quick Win Strategies

1. Use Canned Responses: Save 70% typing time
2. Enable Quick Reply Buttons: Guide customer responses
3. Implement Chat Routing: Right agent, first time
4. Set Up Auto-acknowledgment: Instant customer reassurance

Quality Assurance

Maintaining Service Excellence

1. Regular Template Reviews: Keep responses current
2. Conversation Monitoring: Random quality checks
3. Customer Feedback Loop: Act on satisfaction scores
4. Continuous Training: Weekly skill updates

Scale Management

Handling Growing Volume

1. Progressive Automation: Start with simple queries
2. Tier-based Support: L1, L2, L3 structure
3. Peak Hour Management: Flexible staffing
4. Channel Prioritization: Focus on high-value channels

Use Cases by Industry

Retail & E-Commerce

• Product Inquiries: Instant catalog sharing
• Order Processing: Complete sales in chat
• Delivery Updates: Automated tracking
• Returns Management: Streamlined RMA process
• Loyalty Programs: Points and rewards tracking

Healthcare

• Appointment Booking: Calendar integration
• Prescription Refills: Automated requests
• Test Results: Secure document sharing
• Health Reminders: Medication schedules
• Emergency Triage: Priority routing

Banking & Finance

• Balance Inquiries: Secure information access
• Transaction Alerts: Real-time notifications
• Loan Applications: Document collection
• Fraud Alerts: Immediate response
• Investment Updates: Portfolio information

Hospitality

• Reservations: Table/room booking
• Concierge Services: Request handling
• Feedback Collection: Post-stay surveys
• Loyalty Management: Member services
• Event Coordination: Group bookings

Education

• Admission Queries: Program information
• Student Support: Academic assistance
• Parent Communication: Updates and notices
• Event Registration: Workshop signups
• Fee Reminders: Payment notifications

Integration Ecosystem

BigLedger Module Integration

Sales & CRM

• Automatic lead creation from conversations
• Customer history synchronization
• Opportunity tracking
• Quote generation in chat

Inventory Management

• Real-time stock checking
• Product availability updates
• Reserve items during chat
• Low stock alerts

Accounting

• Invoice generation
• Payment reconciliation
• Credit note processing
• Statement sending

Human Resources

• Internal communication
• Leave request handling
• Policy queries
• Employee support

Third-party Integrations

Payment Gateways

• Stripe, PayPal, Razorpay
• Local banks (Maybank, CIMB, etc.)
• E-wallets (GrabPay, Touch’n’Go)
• Buy now, pay later options

Shipping Partners

• Courier service integration
• Real-time rate calculation
• Label printing
• Tracking updates

Marketing Tools

• Mailchimp synchronization
• Google Analytics tracking
• Facebook Pixel integration
• Customer data platforms

Pricing & Packages

Subscription Plans

Add-on Services

• WhatsApp Business API: Based on message volume
• Custom Integration: One-time setup fee
• Training Package: On-site or virtual options
• Custom Development: Specific feature requests

Success Metrics & ROI

Key Performance Indicators

Efficiency Metrics

• Response Time: Reduce by 75%
• Resolution Time: Improve by 60%
• Agent Productivity: Handle 3x more conversations
• First Contact Resolution: Achieve 85%+

Business Impact

• Customer Satisfaction: Increase CSAT by 40%
• Sales Conversion: Improve by 25%
• Operating Cost: Reduce by 50%
• Revenue per Agent: Increase by 200%

ROI Calculator

Cost Savings

• Reduced Headcount: Handle more with less
• Lower Training Costs: Unified platform training
• Decreased Tools Cost: Replace multiple apps
• Improved Efficiency: Time savings

Revenue Generation

• Increased Sales: Better conversion rates
• Higher Retention: Improved service quality
• Upsell Opportunities: Proactive engagement
• New Channels: Reach more customers

Support & Resources

Getting Help

Documentation

• Setup Guides: Step-by-step instructions
• Video Tutorials: Visual learning resources
• API Documentation: For developers
• Best Practices: Industry-specific guides

Support Channels

• Help Center: Knowledge base articles
• Community Forum: Peer support
• Email Support: support@bigledger.com
• Training Programs: Certification courses

Continuous Learning

Stay Updated

• Release Notes: New features and updates
• Webinars: Monthly training sessions
• User Conference: Annual event
• Newsletter: Tips and tricks

Frequently Asked Questions

General Questions

Q: How many channels can I connect? A: Depends on your plan. Starter supports 3, Professional 5, and Enterprise unlimited channels.

Q: Can I use my existing WhatsApp number? A: Yes, but it needs to be upgraded to WhatsApp Business API which requires approval.

Q: Is training provided? A: Yes, we offer comprehensive training programs for all user levels.

Q: Can I integrate with my existing CRM? A: Yes, through our API or custom integration services.

Technical Questions

Q: What’s the message limit? A: Varies by plan. Enterprise plans have unlimited messaging.

Q: How secure is the platform? A: Bank-grade encryption, ISO 27001 certified, GDPR compliant.

Q: Can I export conversation data? A: Yes, in multiple formats including CSV, PDF, and via API.

Q: Is there an API available? A: Yes, comprehensive REST API for custom integrations.

Business Questions

Q: What’s the ROI timeline? A: Most businesses see positive ROI within 3-6 months.

Q: Can I white-label the solution? A: Available for enterprise partners with volume commitments.

Q: Is there a trial period? A: Yes, 14-day free trial available for qualified businesses.

Q: What support is included? A: Varies by plan from email support to dedicated account management.

Ready to Transform Your Customer Service?

The UCC Applet is more than just a messaging platform - it’s a complete customer engagement solution that will revolutionize how you interact with customers.

Last updated: November 2024 | Version 3.0