Univerge Blue Engage

A highly customizable cloud-based contact center solution


UNIVERGE BLUE ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services.

  • Highly flexible solution including easy deployment for remote / home workers.
  • Scalable from the smallest call-centric teams to large multi-channel environments.
  • Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience.
  • Reduces response time and improves service quality along with caller and agent experiences.
  • Compatibility with most CRM and ERP systems and collaborative apps ensures easy adoption and minimizes disruptions.


Real-time monitoring and permission-based activity reports bring transparency to agent and contact center performance.

  • Contact monitoring includes phone, email, and chat interactions.
  • Centralized performance data results in more accurate call center reports and analysis.
  • Call monitoring can be analyzed by skill set, group provisioning, and agent profile.
  • Artificial Intelligence-powered interaction analysis with sentiment tagging and automated alerts for key phrases
  • Flexible agent-controlled multimedia recordings can be stored for easy, permission-based online retrieval.
  • deliver heightened visibility and assist in the efficient fielding of interactions.


Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

  • Faster, more appropriate, and efficient resolution of calls, with multi-channel options like chat and e-mail to take the conversation beyond voice.
  • A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.
  • The agent-client is configurable to specific requirements or frequent caller requests.
  • Calls can be answered via a built-in smartphone application, a traditional desktop telephone, or over a VoIP connection.
  • Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.
  • Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates.
  • Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand.


UNIVERGE BLUE ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

  • Automatic call distribution can be synchronized based on select function, region, time of day, and by organization – or industry-specific criteria.
  • Customized voice prompts allow callers to self-manage their call, retrieving information needed, reaching a specific department or individual, and contacting an agent when required. Easy-IVR wizard makes set up crazy simple!
  • Silent mode along with phone and web-based conversation prompts allows supervisors to monitor agent activity to check performance and ensure calls are handled correctly.
  • A secure widget-based dashboard provides easy access to real-time reporting on all activity for total transparency.
  • Outreach tools power two-way conversations and extend contact center reach while respecting audience preferences

Unlock More With

Drive even more employee efficiency and a superior customer experience by accessing advanced call features within CONNECT. CONNECT and ENGAGE – more powerful combined together.

  • Unified with CONNECT – Seamlessly access advanced call handling in CONNECT to manage customers and get back to collaborating with peers when done.
  • Greater Flexibility – Effortlessly give CONNECT users access to call queues without needing to onboard them to a different application.
  • Unified Presence & Collaboration – Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while on calls.
  • Advanced Call Handling – Access advanced customer call capabilities within CONNECT including Dialout, Automatic Scheduled Dialout campaigns, Inbound Voice Interactions, Callbacks, Relevant Caller Information, and Call Classifications.

Automate Your Sales Cycle
And Gain Insights On Every Call

  • Automate workflows and maximize employee efficiency
  • Drive customer retention: Personalize contacts with screen pops
  • Save time switching between apps, eliminate misdials, take notes on calls
  • Easy to use and deploy integration, no heavy training or implementation costs

Univerge Blue Connect Bridge
your Bridge To The cloud

Engage As A Service

Contact center call management solution

Choosing Contact Center Software

Your guide to choosing the best contact center software

Connect & Engage FAQ

Outstanding alone, even better together

Engage Core

Supervisor functions, analytics and call recording

Engage Advanced

Skills and rule-based routing, scheduled and custom reports, queued callbacks and voicemails

Engage Complete

Custom integration, schedule manager, built-in-omni-channel and dynamic notifications

Contact Center Reports

Aggregate Data into Actionable Insights

Interactive Voice Response

Optimize the flow of your customer interactions, in minutes

Patient Experience

Providing healthcare organizations with contact center tools that simplify and improve the patient experience

Compliance Standard

Providing contact center tools that help maintain high compliance standards

Engage Mortgage Brokers

Helping mortgage brokers to differentiate based on service, rather that just pricing and margins

Engage Credit Unions

Helping credit unions differentiate where it matters, by creating exceptional customer experience for its members

Engage Dynamic Notification

Contact your customers by using outbound voice, SMS, or email notifications

Pin It on Pinterest

Share This