net2phone/uc-roadmap

uc-roadmap's Issues

elearning - Supervisor

e-learning tutorial videos to train users on the uContact product and its various roles.

These videos will be a valuable resource for those interested in learning more about the product and its use, offering an interactive and visual learning experience.
Additionally, these tutorials will be accessible online, meaning that users can access them anytime and anywhere that is convenient for them.

These videos will provide a comprehensive understanding on how to effectively utilize the features of uContact to carry out their role.

In summary, the e-learning tutorial videos will be a powerful tool to help users understand and make the most of the uContact features.

Outlook Email Integration

Using the Microsoft Graph API, an integration will be developed to be able to create email campaigns that use Microsoft outlook services, both for business and personal accounts.

Reference link: https://learn.microsoft.com/en-us/graph/
Email API link: https://learn.microsoft.com/en-us/graph/outlook-mail-concept-overview

Documentation available in:

Integration - Teams

Infobip SMS

CRM

Objective
To create a tool that enables the client to efficiently manage their customers.

Overview
Building a Cloud CRM where the client can store their customers' contact information, notes, interactions, and based on this data, provide a range of actions such as call campaigns by filtering specific data, bulk SMS/Whatsapp messaging, initiating a Contact Journey from a leads list, among others.

Tasks

Beta Give feedback

1. Define CRM requirements and workflows based on business needs.
2. Develop CRM solution that aligns with your requirements
3. Migrate existing customer data to the new CRM system
4. Train employees and provide support during the CRM launch

Development tools - Simple IVR

Simple IVR

Tool that allows the user or the onboarding specialist to generate IVRs that do not involve complex issues.

The creation of IVRs through the flow designer offered by uContact becomes an accessible task for users with medium qualifications and some technical experience. This combination of factors is certainly not common among the system's users, and the process of obtaining the knowledge for correctly creating the IVRs with reduced risk for the platform involves instances of training, consultancy, reviews, and support.

Main Functionalities:

Intuitive IVR design view
Basic options configuration of each activity to limit complexity
Standard telephony flow to mitigate platform out-of-service risks
IVR design storage in JSON format
Available activities:
Define language (setLanguage)
Play audio (playback)
Ask user for option (read)
Transfer to Campaign (queue)
Overflow call (dial)
End call (hangup)
Direct assignment of IVR to campaign

Contact Journey

Objetivo

El objetivo es poder generar una estrategia automatizada de contacto con una lista de clientes y que la misma pueda ser configurada fácilmente desde un diseñador.

Justificación

Cada vez es más común el requerimiento por parte de los clientes de desarrollar metodologías de contacto automáticas y que aprovechen los distintos medios de contacto que proporciona uContact.
Al mismo tiempo creemos que es una herramienta que agrega valor agregado a la plataforma para abordar tanto clientes cuyos objetivos de contacto apunten a actividades comerciales, cobranzas, entre otros y favorece la comercialización de licencias omnicanal para el uso completo de la herramienta.
La herramienta es especialmente útil para empresas que generan leads a partir de Páginas Web, formularios de contacto, redes sociales, entre otros. Adicionalmente, la flexibilidad permitirá abordar negocios que no se plantean en la actual justificación.

Ventajas

Permite el contacto automatizado por distintos canales.
Permite al cliente gestionar su propio flujo de trabajo con sus contactos
Permite a nuestra área comercial ofrecer licencias omnicanal para el uso de la herramienta
Permite atender distintos tipos de negocios dada su esperada flexibilidad.

Instagram DM

Using the Gupshup API, the possibility of creating campaigns and assigning them an instagram-type provider will be added to the current and future version. This will allow you to reply from uContact to messages that arrive in your Instagram direct message box.

Reference link https://www.gupshup.io/channels/instagram-messenger-api

Documentation available in: https://integra-scm.atlassian.net/wiki/spaces/UCEN/pages/2619998215/Instagram

New Integrations

Tasks

Beta Give feedback

1. Identify popular and relevant integrations based on user demand and market trends.
2. Evaluate integration options and prioritize based on feasibility and value
3. Document integration processes and provide support for users.

AI documentation

Tasks

Beta Give feedback

1. Generate a Bot inside uContact that can be asked in natural language
2. Train the model in uContact X

Twitter DM

Gmail

elearning - Agent

e-learning tutorial videos to train users on the uContact product and its various roles.

These videos will be a valuable resource for those interested in learning more about the product and its use, offering an interactive and visual learning experience.
Additionally, these tutorials will be accessible online, meaning that users can access them anytime and anywhere that is convenient for them.

These videos will provide a comprehensive understanding on how to effectively utilize the features of uContact to carry out their role.

In summary, the e-learning tutorial videos will be a powerful tool to help users understand and make the most of the uContact features.

It will help you get an overview of an agent's workspace in our solution.

English
https://integra-scm.atlassian.net/wiki/spaces/elearningucontact/pages/2558951425/The+Agent+s+Interface

Español
https://integra-scm.atlassian.net/wiki/spaces/elearningucontactesp/pages/2559934465/Interfaz+del+agente

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Wallboards

Creation of customizable wallboards for uContact new version.

These wallboards will display real-time and historical data in an easily digestible format, allowing supervisors and managers to monitor the performance of their team in real-time.

The wallboards will be fully customizable, giving users the flexibility to choose which data points they want to display and how they want to display them. This will provide a personalized and tailored experience, helping users to quickly identify trends and make data-driven decisions.

The wallboards will be designed for ease of use, with intuitive navigation and an engaging user interface. Overall, these customizable wallboards will be a valuable addition to the uContact product, providing users with the insights they need to improve their performance and drive success.

HeyNow

Sentiment Analytics

Tasks

Beta Give feedback

1. Explore various sentiment analysis techniques and tools.
2. Develop a sentiment analysis model or integrate with existing solutions
3. Implement sentiment analytics across relevant channels or touchpoints.
4. Continuously monitor and improve the accuracy of sentiment analysis.
5. uContact full integration for multichannel support not only voice.

Observability Platform (Traces, Log, Metrics, Health)

Tasks

Beta Give feedback

1. Conduct research and gather requirements for the observability platform.
2. Design and develop the necessary infrastructure for data collection and monitoring.
3. Implement logging, metrics, and tracing capabilities for comprehensive observability.
4. Test and refine the platform to ensure accurate and actionable insights.

Flow Designer

elearning - Administrator

e-learning tutorial videos to train users on the uContact product and its various roles.

These videos will be a valuable resource for those interested in learning more about the product and its use, offering an interactive and visual learning experience.
Additionally, these tutorials will be accessible online, meaning that users can access them anytime and anywhere that is convenient for them.

These videos will provide a comprehensive understanding on how to effectively utilize the features of uContact to carry out their role.

In summary, the e-learning tutorial videos will be a powerful tool to help users understand and make the most of the uContact features.

Español
https://integra-scm.atlassian.net/wiki/spaces/elearningucontactesp/pages/2562654209/Interfaz+del+Administrador

ucontactCode

Dialers

This goal focuses on enhancing the dialers and telephony features within the uContact product.

The aim is to provide users with multiple dialing options and channels to communicate with their customers. These options will include, but not limited to, predictive dialing, power dialing and manual dialing.
The added channels will include support for voice, SMS and email channels, providing users with a comprehensive suite of tools to reach their customers.

This will provide users with an efficient and flexible communication solution, helping them to reach their customers more effectively and achieve better results.

Calendar

net2phone SMS

Integration the uContact product with the Net2Phone SMS provider.

The integration with Net2Phone SMS provider will bring added value to the uContact product by providing users with an efficient and reliable SMS communication solution.

Documentation available: https://integra-scm.atlassian.net/wiki/spaces/UCEN/pages/2604302341/Net2PhoneSMS

Integration - Zoho

Construir una integración base con Zoho CRM para permitir al usuario ver información de Contactos y Leads en uContact.
Descripción

La integración consta de 2 formularios:

1. Formulario de Configuración
Este formulario permite al usuario configurara las particularidades de la integración como por ejemplo:
campos retornados por la API de Zoho CRM que desea que sean visibles en uContact en la vista del agente
campos retornados por la API de Zoho CRM que desea que sean visibles para seleccionar el contacto a gestionar en caso de ocurrencias multiples en llamadas entrantes
parámetros generales de autenticación
configuración de la entidad de Zoho a utilizar según la campaña

2. Formulario para gestión del Agente
Este formulario presentan 4 secciones.
Sección de Información donde se presentan los datos del contacto o lead
Sección de tipificación para la llamada
Sección de Notas registradas en Zoho CRM para el contacto o lead
Sección de Log de llamadas para el contacto o lead
Como funcionalidad adicional el formulario envía a Zoho CRM el registro de la llamada para guardarlo en el log de actividad del contacto o lead.
Adicionalmente la integración cuenta con un Plugin de Zoho que agrega un botón al vista de Leads y Contactos que al presionarlo realiza una llamada a través de uContact.

Development tools - BotJson

Improve query efficiency dialers