Contact Center Powered by UD Voice
As businesses look to the future, Contact Centers need a product with 99.999% uptime, AI readiness, true omnichannel support, a single-app design ready made for multi-site and WFH, with superior customer service and technical knowledge to service your team for the long haul.
Your business needs a Contact Center that only UD Voice can provide.
More Productivity & Simplicity
Our integrated Communications and Contact Center platform makes it easier to collaborate and manage customer calls in one app.
Greater Customer Convenience
Let customers call, text, chat, and email, or give them self-service options.
Personalization & Insights
Integrate your CRM for better interactions and use analytics and reporting to improve services.
Revenue & Engagement
Send timely notifications automatically via SMS, voice, and email.
The Benefits Speak for Themselves
Increased Productivity
UD Voice Contact Center includes easy to use agent statuses for queue routing and adherence tracking. True omnichannel support is built right into a single unified app experience, saving you precious troubleshooting time. Our product supports all major SSO providers.
Rich Reporting
Our solution features true cradle to grave reporting and real-time tools to improve your operational efficiency. Call transcripts and AI Sentiment work together to show you what customers are saying and how they feel, so supervisors can spot issues early, coach agents with real examples, and keep service levels high.
Compare Contact Center Plans
Two plans, both built on UD Voice. Start with Pro for voice-first teams, or go Elite for a full omnichannel contact center.
Pro
Everything a voice-first team needs: smart routing, a drag-and-drop IVR, supervisor tools, call recording, and real-time reporting.
- Unlimited inbound domestic calling
- Chat, email, and WhatsApp available as add-ons
Elite
Everything in Pro, plus every digital channel, automated outreach, and AI-powered quality tools built in.
- Unlimited inbound domestic calling
- Chat, email, WhatsApp, Dynamic Notifications, AI Agent Evaluator, and screen recording included
| Features | Contact Center Pro | Contact Center Elite |
|---|---|---|
| License typePay for agents signed in at the same time, not every named user. | Concurrent Seats* | Concurrent Seats* |
| How it's sold | With UD Voice or standalone | With UD Voice or standalone |
| Inbound domestic calling | Unlimited | Unlimited |
| Outbound domestic calling (incl. dialer) | 1,000 min/mo per seat | 2,000 min/mo per seat |
| Toll-free inbound & outbound | Per toll-free bucket | Per toll-free bucket |
| Elastic demand support (seat bursting)¹Add agents during busy periods without changing your plan. | ✓ | ✓ |
| Works with UD Voice or inside Microsoft Teams | ✓ | ✓ |
| Agent desktop and browser-based apps | ✓ | ✓ |
| Flexible audio options (desk phone, mobile, headset) | ✓ | ✓ |
| Web-based admin portal | ✓ | ✓ |
| Softphone-only agents and remote (telagent) options | ✓ | ✓ |
| Contact Center support documentation access | ✓ | ✓ |
| Agent status (real-time and custom) | ✓ | ✓ |
| Live queue dashboard | ✓ | ✓ |
| Join and leave queues | ✓ | ✓ |
| Auto-return to available status | ✓ | ✓ |
| Desktop alerts for new interactions | ✓ | ✓ |
| Classification and disposition codes | ✓ | ✓ |
| Flag interactions for supervisor review | ✓ | ✓ |
| Create tasks from the agent interface | ✓ | ✓ |
| Post-call wrap-up time | ✓ | ✓ |
| Agent chat (direct and group) | ✓ | ✓ |
| Broadcast messaging | ✓ | ✓ |
| Custom chat nickname | ✓ | ✓ |
| Context-aware conference and transfer | ✓ | ✓ |
| Live SLA monitoring | ✓ | ✓ |
| Active agent management | ✓ | ✓ |
| Custom SLA alerts with escalation rules | ✓ | ✓ |
| Live call monitor, whisper, and barge | ✓ | ✓ |
| Call bursting | ✓ | ✓ |
| AI Supervisor Assist: evolving customer sentiment analysis | AI Advanced add-on | AI Advanced add-on |
| AI Supervisor Assist: call summary and topics | AI Advanced add-on | AI Advanced add-on |
| AI Supervisor Assist: call transcription | AI Advanced add-on | AI Advanced add-on |
| Call overflow handling and missed call treatment | ✓ | ✓ |
| Queued callbacks and voicemail | ✓ | ✓ |
| Queue-specific audio bulletins | ✓ | ✓ |
| Voicemail-to-email delivery | ✓ | ✓ |
| Inbound call context (caller ID, queue, skill) | ✓ | ✓ |
| Recording retention settings | ✓ | ✓ |
| Simultaneous agent ringing | ✓ | ✓ |
| Pre-ring device alerts | ✓ | ✓ |
| Proactive and reactive chat modes | Add-on (+$) | ✓ |
| Chat personalization and branding | Add-on (+$) | ✓ |
| Mobile-responsive chat experience | Add-on (+$) | ✓ |
| Customizable Interactive Chat Response (ICR) | Add-on (+$) | ✓ |
| Visitor-accessible transcripts | Add-on (+$) | ✓ |
| Custom web chat form fill | Add-on (+$) | ✓ |
| Automatic focus for new chat interactions | Add-on (+$) | ✓ |
| Routing by keyword, default routing, and last-agent routing | Add-on (+$) | ✓ |
| Agent-initiated email composition | Add-on (+$) | ✓ |
| Suspend and resume emails | Add-on (+$) | ✓ |
| Response templates by team or queue | Add-on (+$) | ✓ |
| Multi-channel outreach (SMS, email, voice) | Add-on (+$) | ✓ |
| Customizable notification templates | Add-on (+$) | ✓ |
| Campaign scheduling and throttling | Add-on (+$) | ✓ |
| Campaign reporting | Add-on (+$) | ✓ |
| Connect to an agent | Add-on (+$) | ✓ |
| Embedded links (SMS and email) | Add-on (+$) | ✓ |
| Notification acknowledgement and confirmation | Add-on (+$) | ✓ |
| Blended outbound dialing | ✓ | ✓ |
| List-based dialing campaigns | ✓ | ✓ |
| Contact import wizard | ✓ | ✓ |
| Multiple list support | ✓ | ✓ |
| Campaign segmentation | ✓ | ✓ |
| Campaign throttling | ✓ | ✓ |
| External ID support | ✓ | ✓ |
| Agent-initiated campaign entries | ✓ | ✓ |
| Flow Studio: design custom interaction flows visually | ✓ | ✓ |
| AI Intent Routing (voice, chat, SMS, WhatsApp) | Voice included; other channels add-on | ✓ |
| Skills-based routing to the best-fit agent | ✓ | ✓ |
| Skill proficiency levels | ✓ | ✓ |
| Dynamic queue prioritization | ✓ | ✓ |
| Preferred or last agent routing | ✓ | ✓ |
| Touch-tone (DTMF) input for routing, data entry, payments, and self-service | ✓ | ✓ |
| CRM and database integration to personalize routing and responses | Add-on (+$) | ✓ |
| Multi-language support | ✓ | ✓ |
| In-queue messaging (wait time, position, and updates) | ✓ | ✓ |
| Custom error handling and fallback actions | ✓ | ✓ |
| Escape to agent option | ✓ | ✓ |
| Prior call summary (before the interaction) | AI Standard add-on | ✓ |
| AI-powered knowledge retrieval by chat | AI Standard add-on | ✓ |
| Real-time AI transcription | AI Advanced add-on | AI Advanced add-on |
| Real-time AI sentiment analysis | AI Advanced add-on | AI Advanced add-on |
| Automated suggestions | AI Advanced add-on | AI Advanced add-on |
| Immediate, editable AI Recap | AI Advanced add-on | AI Advanced add-on |
| AI Recap for supervisors (read-only) | AI Standard add-on | ✓ |
| AI sentiment analysis (post-call) | AI Standard add-on | ✓ |
| AI transcription (post-call) | AI Standard add-on | ✓ |
| AI transcription redaction (PII, PHI, PCI) | AI Standard add-on | ✓ |
| Evaluate voice, chat, and external work | Add-on (+$) | ✓ |
| Custom evaluation templates | Add-on (+$) | ✓ |
| Scheduled evaluations | Add-on (+$) | ✓ |
| Pass/fail, N/A scoring, and auto-fail logic | Add-on (+$) | ✓ |
| Collaboration mode with agent acknowledgment | Add-on (+$) | ✓ |
| Automated call assignment based on keyword | AI Standard add-on | ✓ |
| Integrated playback with transcription | AI Standard add-on | ✓ |
| Inline transcription annotations | AI Standard add-on | ✓ |
| Evolving sentiment for customer, agent, and overall tone | AI Standard add-on | ✓ |
| Sentiment tagging by transcript line | AI Standard add-on | ✓ |
| Keyword and agent behavior analysis | AI Standard add-on | ✓ |
| Post-call surveys: auto-connect after the interaction | — | ✓ |
| Survey opt-in rules | — | ✓ |
| Surveys organized by agent | — | ✓ |
| Customizable survey questions | — | ✓ |
| Survey reporting | — | ✓ |
| Vacation and holiday management | Add-on (+$) | ✓ |
| Shift trading | Add-on (+$) | ✓ |
| Adherence monitoring and alerts | Add-on (+$) | ✓ |
| Skills-based scheduling alignment | Add-on (+$) | ✓ |
| Screen recording | Add-on (+$) | ✓ |
| Real-time dashboards, wallboards, and executive views | ✓ | ✓ |
| Agent, queue, call summary, and call detail dashboards | ✓ | ✓ |
| Analytics dashboard for supervisors | ✓ | ✓ |
| Historical reports with advanced filters | ✓ | ✓ |
| Pre-built templates and custom reports | ✓ | ✓ |
| Scheduled delivery and multi-format exports | ✓ | ✓ |
| 30-day retention (voice, SMS, chat, email, screen recordings) | ✓ | ✓ |
| Extended retention (up to 10 years) | Add-on (+$) | Add-on (+$) |
| WORM (tamper-proof) storage | ✓ | ✓ |
| Full search and filtering | ✓ | ✓ |
| Document viewer with playback | ✓ | ✓ |
| Transcription and sentiment metadata tagging | ✓ | ✓ |
| Role-based access (agent, manager, admin) | ✓ | ✓ |
| Legal hold and audit logging | ✓ | ✓ |
| Embedded experience in Microsoft Teams | ✓ | ✓ |
| CRM integrations (Salesforce, ServiceNow, Zendesk, Microsoft Dynamics 365, ConnectWise, and more) | Add-on (+$) | ✓ |
| EHR integrations (athenahealth, Epic, eClinicalWorks, MEDITECH, NextGen, Oracle, Veradigm) | — | Add-on (+$) |
| Payment processing integrations (Authorize.net, OpenEdge, Adyen) | Add-on (+$) | ✓ |
| Custom integrations (based on your system's API availability) | Add-on (+$) | ✓ |
| Triple Guard Security™ | ✓ | ✓ |
| End-to-end encryption | ✓ | ✓ |
| Secure data centers | ✓ | ✓ |
| Multi-factor authentication (MFA) | ✓ | ✓ |
| Role-based access controls (RBAC) | ✓ | ✓ |
| Regular security audits | ✓ | ✓ |
✓ Included Add-on (+$) Available for a fee AI add-on Included with the AI Standard or AI Advanced add-on — Not available
* Concurrent seats are billed by the number of agents signed in at the same time. ¹ Bursting is limited to 50% of your subscribed seat capacity and billed at peak concurrent sign-ins for the period. Features and packaging may change as the product evolves; ask our team for the most current details.
See Contact Center in Action
Explore an interactive demo for your industry, or talk to our team about your call center.