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Univw

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Office & Productivity

Introduction

Univw is a CRM software that manages customer information and improves sales cycle.

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Univw Product Information

Univw CRM & Operational Platform is a comprehensive solution designed for startups and small to medium-sized businesses to streamline sales, service, and post-sale operations. It combines custom dashboards, real-time analytics, automated QA, external automations, and AI-assisted coaching to boost efficiency, data visibility, and customer outcomes. The platform emphasizes security through resource-based access control, seamless data integration from multiple sources, and versatile workflow automation to model bespoke business processes.

Key Capabilities

  • Custom Dashboards, Reports and Analytics
  • Actionable reporting on critical call centre metrics
  • Automated Call QA with script adherence monitoring
  • External Automations (Emails, Webhooks, and more) to connect with your tools
  • AI-based Agent Coaching, personalised based on performance
  • Notes and Summaries for meetings, calls, and activities
  • Workflow Engine to model and automate business processes
  • Datalake & Visualization for unified data exploration and storytelling
  • Integrated Cloud Telephony with click-to-call and PII protection
  • Data import from External Sources (WebHooks, CSV, ETL via Zapier, marketing sources like Google, Facebook, LinkedIn, etc.)
  • Resource Hierarchy-Based Data Access for secure, efficient data governance
  • Bird-eye geo-location tracking for on-field agents and operations

How It Works (High-Level)

  • Model your custom business flows using the Workflow Engine with automated work creation, assignments, progress tracking and timely responses.
  • Bring data from transactional systems, calls, chats, and geolocation into a single Datalake for visualization and analysis.
  • Use Integrated Cloud Telephony for recording/history and transcription to evaluate call quality and drive insights.
  • Connect external data sources via WebHooks, CSV, and ETL tools to enrich CRM data and enable comprehensive reporting.
  • Leverage AI-powered coaching and notes to improve agent performance and consistency.

Use Cases and Outcomes

  • Sales: Accelerate revenue growth with a feature-rich CRM, automated workflows, and performance analytics.
  • Automation: Modernize post-sales with customer retention features and streamlined operations.
  • Services: Boost customer loyalty through efficient service tracking and proactive management.
  • Customer Support: Reduce resolution times and increase CSAT with improved visibility and QA.

Core Features

  • Custom Dashboards, Reports and Analytics tailored to roles and pipelines
  • Actionable reporting on critical call centre metrics (AHT, CSAT, occupancy, etc.)
  • Automated Call QA with script adherence and quality scoring
  • External Automations: Emails, webhooks, CSV imports, and more to connect apps
  • AI-based Agent Coaching with personalized, data-driven guidance
  • Notes and Summaries to capture context and decisions
  • Flexible Workflow Engine to model and automate business processes
  • Datalake & Visualization for unified data analysis and storytelling
  • Integrated Cloud Telephony with click-to-call and robust PII protection
  • Data Ingestion from External Sources (WebHooks, CSV, ETL tools, marketing platforms)
  • Resource Hierarchy-Based Data Access for secure data sharing
  • Location & Geo tracking to monitor on-field activities

How to Use Univw (Typical Workflow)

  1. Define your organizational data access rules using the Resource Hierarchy to ensure users see only what they need.
  2. Connect data sources (CRM, telephony, marketing platforms) via WebHooks, ETL, or CSV imports.
  3. Build custom Dashboards and Reports to monitor key metrics and trends.
  4. Model your business processes with the Workflow Engine and automate tasks, assignments, and timelines.
  5. Enable Automated Call QA to ensure call scripts are followed and to surface coaching opportunities.
  6. Use AI-based Coaching and Notes/Summaries to elevate agent performance and consistency.
  7. Visualize data in the Datalake dashboards to derive insights and inform decisions.

Safety, Compliance & Data Security

  • PII protection through integrated telephony features and access controls.
  • Resource-based data access ensures users only interact with permitted data.
  • Data lineage and auditing capabilities to track data usage and changes.

Core Benefits

  • Increases sales and service efficiency with unified data and automation
  • Improves decision-making with actionable analytics and AI-assisted coaching
  • Enhances agent performance and customer outcomes through QA and coaching
  • Scales securely with resource-based access and data integration from multiple sources

Related Resources

  • Solution Resources, Company & Pricing, Book Demo
  • Case studies highlighting improvements in sales, automation, services, and support

Notes

  • The platform emphasizes an integrated approach to CRM, analytics, automation, and coaching to drive end-to-end business outcomes.

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