Unified Contact Center (UCC)

Transform Your Customer Service Operations

BigLedger’s Unified Contact Center (UCC) is a comprehensive omnichannel communication platform that consolidates all customer interactions into a single, powerful interface. Manage conversations from multiple channels, provide superior customer service, and drive sales - all from one unified platform.

Core Features

🔄 Omnichannel Communication

• Multi-Platform Support: WhatsApp, Facebook Messenger, Telegram, WeChat, Line, Email, SMS
• Unified Inbox: All conversations in one centralized location
• Real-time Messaging: Instant message synchronization across all channels
• Channel-specific Features: Support for rich media, voice notes, location sharing

💬 Advanced Conversation Management

• Smart Routing: Automatically route conversations to the right agents
• Queue Management: Intelligent distribution based on agent availability and expertise
• Conversation History: Complete interaction history across all channels
• Context Preservation: Maintain conversation context when switching agents

🛒 Integrated E-Commerce

• Shopping Cart Integration: Send product catalogs and process orders directly in chat
• Payment Links: Generate and send secure payment links
• Order Status Updates: Real-time order tracking and notifications
• Product Recommendations: AI-powered suggestions based on customer preferences

📊 Dashboard & Analytics

• Real-time Metrics: Monitor agent performance and customer satisfaction
• Response Time Tracking: Measure and optimize response times
• Conversation Analytics: Insights into customer behavior and preferences
• Custom Reports: Generate detailed reports for management review

Key Modules

1. Inbox Module

Central hub for all customer conversations with features like:

• Unified message view
• Quick reply templates
• File and media sharing
• Message translation
• Conversation tagging

2. Contacts Management

• Customer Profiles: Comprehensive view of customer information
• Interaction History: Complete timeline of all interactions
• Custom Fields: Add business-specific customer data
• Segmentation: Group contacts for targeted communication

3. Broadcast Center

• Mass Messaging: Send promotional messages to multiple contacts
• Campaign Management: Create and track marketing campaigns
• Template Library: Pre-approved message templates
• Scheduling: Plan broadcasts for optimal timing

4. Task Queue System

• Automatic Assignment: Distribute tasks based on rules and availability
• Priority Management: Handle urgent requests first
• SLA Monitoring: Track and meet service level agreements
• Escalation Rules: Automatic escalation for unresolved issues

5. Configuration & Settings

• Channel Setup: Easy integration with messaging platforms
• Business Hours: Define operating hours and auto-responses
• Agent Management: Roles, permissions, and team structure
• Workflow Automation: Custom rules and triggers

Integration with BigLedger Modules

CRM Integration

• Automatic customer record creation
• Lead capture from conversations
• Sales opportunity tracking
• Customer service ticket management

Learn more about CRM Module →

Sales & Order Management

• Quote generation within chat
• Order processing from conversations
• Invoice sending via messaging apps
• Payment collection through chat

Learn more about Sales Module →

E-Commerce Integration

• Product catalog sharing
• Real-time inventory checks
• Order status updates
• Abandoned cart recovery

Learn more about E-Commerce Module →

Support & Ticketing

• Automatic ticket creation from conversations
• Issue tracking and resolution
• Knowledge base integration
• Customer satisfaction surveys

Use Cases

Retail & E-Commerce

• Handle product inquiries
• Process orders through chat
• Send order confirmations and tracking
• Manage returns and exchanges

Customer Support

• Technical support across channels
• FAQ automation with chatbots
• Ticket creation and tracking
• Escalation management

Sales & Marketing

• Lead generation through conversations
• Product demonstrations via video chat
• Promotional campaigns via broadcast
• Customer feedback collection

Service Industries

• Appointment scheduling
• Service reminders
• Status updates
• Payment collection

Benefits

For Your Business

• Increased Efficiency: Handle more conversations with fewer agents
• Higher Conversion: Convert chat conversations into sales
• Cost Reduction: Lower customer service operational costs
• Better Insights: Data-driven decision making

For Your Customers

• Convenience: Contact you through their preferred channel
• Faster Response: Quick resolution of queries
• Personalized Service: Context-aware interactions
• 24/7 Availability: Automated responses outside business hours

Getting Started

Step 1: Enable UCC Applet

Access the UCC applet from the BigLedger Applet Store:

Access UCC Applet →

Step 2: Connect Channels

1. Navigate to Configuration → Channel Setup
2. Select messaging platforms to integrate
3. Follow platform-specific setup guides
4. Test message flow

Step 3: Configure Teams

1. Create agent accounts
2. Define roles and permissions
3. Set up team structure
4. Configure routing rules

Step 4: Customize Workflows

1. Set up auto-responses
2. Create quick reply templates
3. Define escalation rules
4. Configure business hours

Best Practices

Response Time Management

• Set realistic SLA targets
• Use auto-acknowledgment messages
• Implement priority queuing
• Monitor response metrics

Agent Training

• Product knowledge training
• Platform feature familiarization
• Customer service best practices
• Regular performance reviews

Conversation Quality

• Use templates for consistency
• Maintain professional tone
• Personalize interactions
• Follow up on unresolved issues

Data Security

• Implement access controls
• Regular data backups
• Compliance with data protection laws
• Secure payment processing

Pricing & Plans

UCC is available as an add-on module with flexible pricing:

Support Resources

• Documentation: Comprehensive setup and user guides
• Video Tutorials: Step-by-step visual guides
• Training: Agent training programs available
• Support: Dedicated support team

Related Resources

• UCC Applet Details
• CRM Module Integration
• E-Commerce Integration
• API Documentation

Ready to transform your customer service?