CX Connect
UCC Networks' advanced contact center and customer experience platform — omnichannel voice, SMS, chat, email and social, connected in one workspace.
Omnichannel Engagement
Every channel, one inbox
CRM Integration
Connect CRM seamlessly
AI-Powered Intelligence
Instant AI insights
Live Supervisor Visibility
See it all in real-time
More than a call queue
CX Connect brings advanced routing rules and queue intelligence directly into your daily communications setup.
Advanced Call Queues
Sophisticated queue structures for high call volumes
Intelligent Call Routing
Route calls based on rules and context
Skills-Based & Language-Based Routing
Match customers to the right agent automatically
Agent Availability & Status
Real-time visibility into who is ready
Queue Reporting
Detailed performance data per queue
Call Recording & Monitoring
Capture and review every interaction
Call Transfers & Escalation
Smooth hand-offs when issues need to move up
Real-Time Queue Visibility
Live view into what's happening right now
Every channel, one workspace
CX Connect brings customer conversations into a single agent view, so your team can respond faster without switching between disparate tools.
SMS Queues
Inbound customer texts routed directly to agents, not personal devices.
Email Queues
Inbound emails integrated into contact center queues and assigned to the right agent.
Chat Queues
Live website chat conversations routed to available agents.
Social Messaging
Inbound messages from channels like Facebook Messenger pulled directly into the contact center.
Queue Callback
Customers can request a callback instead of waiting on hold.
Custom Wait Treatments
Custom hold music and automated announcements while customers wait.
Connect CX to your CRM
Eliminate tab-switching and give agents full customer context the moment an interaction begins.
Customer 360° Context
View complete customer details and past interactions at the exact moment of connection.
Screen Pops
Open the caller's matching record instantly when an inbound voice call or digital message arrives.
Click-to-Call
Dial any phone number directly from your CRM contact or deal records in one click.
Interaction History
Log every call, text message, and web chat to the customer timeline without manual entry.
Call Disposition Tagging
Categorize interaction outcomes and wrap-up notes for reporting and pipeline handoffs.
Automated Workflows & Data Sync
Keep contact profiles and deal stages synchronized across systems automatically.
Integrates with Microsoft Dynamics 365, Salesforce, ServiceNow, and enterprise clouds.
Talk to an integration specialistAI-Powered Customer Service
Apply intelligence across every voice and digital conversation to identify customer sentiment, capture key actions, and improve agent guidance.
AI Conversation Intelligence
Automated analysis across large volumes of calls to surface trends and insights.
Real-Time Sentiment Analysis
Detect satisfaction, frustration, and emotional trends as conversations happen.
Automated Transcription & Summarization
Every conversation captured and summarized automatically.
Post-Call Surveys
Automated CSAT collection right after each interaction.
Total visibility, real-time control
Give supervisors the live tools to monitor active queues, guide agent conversations, and keep service levels on track.
Supervisor capabilities
Direct oversight and interaction tools designed for immediate operational action.
All metrics update in real time with configurable SLA alert thresholds and historical archival.
Ready to talk to our team?
Let's discuss how CX Connect can transform your customer experience.
What our customers say about CX Connect
Real teams share how unified customer queues and native Teams integration streamline daily operations.
“CX Connect brought our voice, chat, and email queues into one view inside Teams. Our agents stopped juggling five different tools.”
Michael Torres
Director of Customer Support, Meridian Financial Group
“The CRM screen-pop alone saved our team minutes on every single call. Routing is smarter and our first-call resolution has never been higher.”
Sarah Chen
VP of Customer Experience, Northbridge Retail Group
“Supervisor visibility into live queues changed how we manage peak periods. We can see bottlenecks and reroute before customers ever notice.”
James Whitfield
Contact Center Manager, Alliance Healthcare Partners
CX Connect in action
Watch how unified routing, customer records, and direct Teams integration bring every conversation into one view.
CX Connect platform overview
HD DemoExplore core features, contact center queues, and caller history.
Key platform moments
Click any feature to explore highlights
Latest insights from CX Connect
Clear perspectives on cloud contact centers, Teams integration, and modern customer experience.
Frequently asked questions
Everything you need to know about CX Connect, channel support, and integrations.
Have a question that is not covered here?
Talk to our teamReady to connect your customer experience?
UCC Networks delivers an integrated portfolio across Unified Communications, Contact Center, Connectivity, AI, and Professional Services to help you engage customers on every channel.