Features
One platform. Every channel. Zero friction.
Explore the full stack of capabilities that power Union Contact Hub — from ACD to AI, IVR to insights.
Seamless Amazon Connect integration
Deploy on AWS in hours, not months. Native pairing with Connect, Lex and Contact Lens — zero infrastructure to manage.
AI-powered analytics
Real-time sentiment, transcript search and predictive insights that surface what matters — automatically.
True omnichannel
Voice, chat, email and SMS threaded into a single agent view — with unified customer history across every touchpoint.
Customizable IVR
Drag-and-drop IVR builder with dynamic branching, natural-language menus and A/B testing built in.
Real-time dashboards
Live KPIs, wallboards and SLA alerts. Custom views for supervisors, agents and executives — all with export.
Automatic Call Distribution
Skills-based routing with priority queues, callback and overflow — powered by predictive load models.
Voice
Enterprise-grade voice, without the tower.
Global PSTN reach, sub-100ms latency, native support for HD codecs and end-to-end call recording. All powered by Amazon Connect's carrier-grade backbone.
- PSTN reach in 150+ countries
- In-call whisper, barge and coach
- Encrypted recording with retention policies
- Post-call ML transcription in 30+ languages
Intelligence
AI that helps agents — and coaches them.
Contact Lens sentiment, real-time intent detection and generative summaries. Deliver next-best-action prompts while the customer is still on the line.
- Real-time sentiment and topic tagging
- Auto-generated post-call summaries
- Search transcripts by intent and keyword
- Guided flows with policy-safe suggestions
Ready when you are
Talk to a specialist.
Ship a modern contact center.
Book a personalized walk-through of Union Contact Hub — including a working sandbox environment tailored to your workflows.