UNIVERGE BLUE ENGAGE
Packages
UNIVERGE BLUE ENGAGE is a leading Contact Center Software as a Service solution (CCaaS) combining the most robust suite of features with carrier-grade reliability and world-class deployment and support services that provides a best-in-class customer experience.
Find out which ENGAGE package is right for your business!
ENGAGE
ADVANCED
Cloud PBX phone system with team chat, presence, and core video conferencing capabilities
ENGAGE
COMPLETE
A full communication and collaboration suite with extensive video meeting capabilities and sophisticated cloud storage
Compare ENGAGE Packages
Get customizable, scalable cloud-based services for your business backed by NEC Stress-Free Cloud Experience.
Find out which ENGAGE package is right for your business!
| Packages | ENGAGE ADVANCED | ENGAGE COMPLETE |
|---|
| Features | ||
| CC License Type | Concurrent Seats* | Concurrent Seats* |
| UC Bundling with CONNECT | Sold with CONNECT or standalone | Sold with CONNECT or standalone |
| Access to Integrated Employee Collaboration and Advanced Call Handling within CONNECT | ||
| Admin Portal | ||
| Admin Portal | ||
| Supervisor App | ||
| Real-Time Agent Status | ||
| Inbound Voice Channel Queues | ||
| Automatic Call Distribution (ACD) | ||
| Position in Queue & Estimated Wait Time Messages | ||
| Supervisor Functions (Monitor, Whisper, Barge-in) | ||
| Real-Time, Historical & Graphical Reports | ||
| Real-Time Dashboards | ||
| Analytics Queue Productivity Dashboard | ||
| Analytics Agent Dashboard | ||
| Call Recording | ||
| Pre-Built Integrations (Dynamics, Salesforce, Zendesk, Slack)1 | ||
| Agent Desktop & Web Application | ||
| Scheduled & Custom Reports | ||
| Customizable IVR | ||
| Skill-Based Routing | ||
| Geo-Routing | ||
| Advanced Rules-Based Routing(Last agent, Preferred agent etc.) | ||
| Custom Agent Status | ||
| Real-Time Customizable Threshold Alerts | ||
| Queued Callback & Queued Voicemail | ||
| Emergency Queue Bulletins | ||
| Post-Call Surveys | ||
| Text-to-Speech | ||
| Call Scripting | ||
| Outbound Voice & Blended Channel Queues | ||
| Outbound Dialer(Scheduled Power Dialing) | ||
| Elastic Demand Support2 | ||
| Chat Channel Queues | Add-on | |
| Email Channel Queues | Add-on | |
| SMS/WhatsApp Channel Queues | Add-on | |
| Dynamic Notification (Voice, Email & SMS) | Add-on | |
| Schedule Manager | Add-on | |
| AI Sentiment Analysis | Add-on | |
| AI Evaluator4 - QA Templates and Scoring - Identifies conversation topics and sentiments, pinpoints keywords for quick insights, and analyzes agent behavior for coaching |
Add-on | |
| AI Transcription5 - AI Transcription Redaction - AI Sentiment Analysis - AI Interaction Summary |
Add-on | |
| Screen Recording | Add-on | |
| Custom CRM Integration | Prof. Services | Prof. Services |
| Custom WFM Integration | Prof. Services | |
| Custom EHR Integration | Prof. Services | |
| Custom IVR Integrations & Self Service Applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.) | Prof. Services | |
| Speech Recognition Integration | ||
| CONTACT CENTER CONCURRENT SEAT USAGE | ||
| Inbound Domestic (Contact Center Usage) | Unlimited | Unlimited |
| Outbound Domestic (Contact Center Usage/Dialer)3 | 6,000 mins/month per concurrent seat | 6,000 mins/month per concurrent seat |
| Toll-free Inbound/Outbound | As per toll-free bucket/minute | As per toll-free bucket/minute |
| ARCHIVE ACCOUNT LEVEL | ||
| Store, search, retrieve, and export ENGAGE voice calls, call logs, call recordings, voicemails, chats, SMS, emails, screen recordings, transcriptions, and sentiment. Note: Any Add-On automatically applies to all ENGAGE user licenses on the account. | ||
| 1,3,7 or 10 years (Rolling retention) | Add-on | Add-on |
*Number of users signed in
1. Advanced and COMPLETE includes SFDC Classic, Lightning (no click-to-call), Dynamics, Zendesk, and Slack integrations.
2. CC Bursting is limited to 50% of subscribed seat capacity. Billing will be for peak concurrent sign-ons during the period - no minimum usage duration, which will be reflected in the next bill cycle. ‘Burst & release’ model – billing in advance for the next period reflects the subscribed seat count (not the previous period's peak). Does not apply to CONNECT named user services.
3. Charges only apply to minutes in excess of the pooled bundles per customer account AND not-included destinations, premium and specialty numbers. Those will be charged on a pay-per-use basis. Call rate tariffs can be obtained at https://univerge.blue/rates
4. AI Evaluator, powered by UNIVERGE BLUE PULSE artificial intelligence, is separately licensed.
5. AI Transcription, powered by UNIVERGE BLUE PULSE, is separately licensed. When the transcription license is enabled, AI Transcription Redaction, AI Sentiment Analysis, and AI Interaction Summary are included and enabled as well.