Microsoft Azure

Cloud PlatformUD Voice Contact Center

Azure's enterprise-grade cloud infrastructure offers powerful computing, analytics, and AI services, elevated even further through integration with UD Voice Contact Center.

Azure's enterprise-grade cloud infrastructure offers powerful computing, analytics, and AI services, now extended through integration with UD Voice Contact Center.

Key Features

• Seamless Authentication & Identity Management Leverage Azure Active Directory SSO for secure, role-based access to UD Voice Contact Center.
• Cloud-Native Reliability & Scalability Run UD Voice Contact Center across Microsoft Azure's robust, geographically distributed data centers.
• Data-Driven Routing & Personalization Connect Azure-hosted databases, CRMs, or analytics engines with intelligent call routing and screen pop tools.
• Omnichannel Integration Voice, chat, SMS, email, and social media engagement, all centralized and routed through Azure cloud resources.

Benefits

• Unified Infrastructure Simplify your tech stack by hosting both your customer data and your communications platform in Azure.
• Enhanced Security & Compliance Maintain industry-specific compliance with Azure's built-in security and HIPAA, PCI, and SOC 2-compliant communications.
• Reduced IT Overhead Use centralized provisioning and monitoring through Azure to streamline deployment and management of UD Voice Contact Center across your organization.
• Faster Time to Value Enable seamless communication workflows between customer support, field services, and sales without switching platforms.
• Cross-Industry Agility Support use cases across healthcare, education, government, finance, retail, and more with dynamic communication campaigns and self-service automation.

• Launch Intelligent IVR Routing via Azure Logic Apps: integrate Azure-hosted data triggers to dynamically route inbound calls to agents based on customer behavior, location, or account type.
• Trigger Mass Notifications via Azure Events: use Azure Event Grid or Function Apps with the Contact Center Dynamic Notification feature to automatically send voice, SMS, or email alerts during outages, policy updates, or public notices.
• Enable Secure Self-Service for Customers: pair Azure SQL or Cosmos DB with the IVR so users can check order statuses, account balances, or appointment times without agent intervention.
• Automate Workforce Activities: connect Azure Automation with agent status APIs to trigger schedule changes, activity logging, or call forwarding rules based on predefined workflows.
• Centralize Analytics & Reporting: pipe interaction data into Azure Synapse or Power BI for real-time dashboards on queue performance, agent efficiency, and customer sentiment.
• Note: highlighted features are derived from a data review and may not reflect the precise, real-time functionality of the application.

Our on-shore team handles setup and supports it long after go-live.

How it works