VOICE FOR CONTACT CENTERS
Smarter conversations.
Better experiences.
All-in-one customer experience platforms designed for growth and flexibility. Connect your people, channels and customers with VOICE AGENT.
Explore the datasheets ↓EXCELLENT CUSTOMER CONTACT
Every channel.
One connected experience.
Enrich your InForm Voice communication platform with VOICE AGENT, an integrated omnichannel contact center solution. Deliver professional, effective customer connections locally and globally, with a shared environment for contact center and back-office teams.
Channels, automation and integrations depend on the selected package and licences.
VOICE AGENT
Where all channels
come together.
Unify voice, email, SMS and chat in one seamless experience. Intelligent routing directs each enquiry to the right department or specialist, helping teams deliver efficient, consistent service.
Fully scalable for organisations of different sizes, VOICE AGENT supports private cloud and hosted environments. A web browser gives agents access to their customer service workspace.
Explore VOICE AGENT →PEOPLE & TECHNOLOGY
Empower your team.
Make service personal.
Engaged employees remain central to outstanding customer contact. Smart tools and virtual assistants can streamline routine tasks through automated flows on chat, WhatsApp and voice, reducing workload and freeing teams to focus on complex questions with a personal touch.
With technology handling straightforward enquiries, your organisation can grow while keeping the attention and service that customers value.
CUSTOMER EXPERIENCE
Meet growing expectations.
Customer experience spans the entire journey, from purchase to service delivery, online, on mobile and through the contact center.
As digital interactions expand, the contact center remains a critical touchpoint for complex issues. Effective support strengthens trust and protects your organisation’s reputation.
VOICE AGENT QUALITY MONITOR
Understand every interaction.
Improve every experience.
Turn customer interaction data into clear insights. Evaluate service objectively against your organisation’s goals, standards and values, and identify where improvements will make a difference.
See what matters
Make sense of different data sources and reveal service strengths, weaknesses and trends.
Coach with insight
Use detailed reports to target employee coaching and respond more effectively to customer needs.
Keep improving
Turn insights into practical actions and continuously refine processes and service quality.
RESOURCES
Explore the solution.
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VOICE AGENT Datasheet
Explore VOICE AGENT contact center editions, capabilities and options.
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Redesign Communications with InForm Voice
Discover the IFV unified communications platform and its capabilities.
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Read VOICE AGENT Datasheet — text version
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ENRICH your IFV communication platform with VOICE Agent — the complete, all-in-one OMNI CHANNEL CONTACT CENTER solution that empowers your organization to deliver seamless, professional, and highly effective customer connections, both at home and across the globe. While technology opens endless possibilities, we believe that happy and engaged employees remain the true key to outstanding customer contact. By leveraging smart tools and virtual assistants — such as automated flows on chat, WhatsApp, and voice — you can streamline routine tasks, reduce workload, and give your team the freedom to focus on complex questions with a genuine, personal touch. We are already shaping the future of customer service: intelligent technology handling the simple queries, so your organization can grow faster while delivering exceptional service. VOICE AGENT - WHERE ALL CHANNELS COME TOGETHER VOICE Agent is an advanced integrated communication platform, the ideal solution for contact centre and back offices. It helps you exceed customer expectations and elevate your service quality by unifying all channels — voice, email, SMS, and chat — into one seamless experience. Every inquiry is handled efficiently and with a strong customer focus. Fully scalable, VOICE Agent adapts perfectly to organizations of any size and runs smoothly in private cloud or hosted environments. All you need is a web browser. Thanks to intelligent routing, every call, email, SMS, or chat is instantly directed to the right department or specialist. “ VOICE AGENT HANDLES THE ROUTINE YOUR TEAM HANDLES THE MAGIC ” comtelinternational.com
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AGENT One Solution, Three Editions Grow from CORE pack, add agents, supervisors and add-ons such as call recording, wallboard or Teams integration, or upgrade to Professional for more channels, on the same platform. PREMIUM pack allow you to build your complete omnichannel solution easily while ADAVACED is the ultimate solution for AI engines.
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GROWING EXPECTATIONS IN CUSTOMER EXPERIENCE Customers today expect more than a single way to contact an organization, and there are many reasons behind this shift. Expectations around Customer Experience (CX) have significantly risen, driven in part by large enterprises that continue to set increasingly high standards—pushing others to reassess and improve their own CX strategies. Today, CX covers the entire customer journey, from the initial purchase to service delivery, across every channel online, mobile, and through the customer contact centre (CCC). While digital interactions are expanding rapidly, the contact centre remains a critical touchpoint for shaping and preserving an organization’s reputation. In fact, the volume of customers reaching out to contact centre is still growing, particularly for more complex matters such as resolving digital issues or clarifying unclear situa- tions. Handled effectively, these interactions can strength- en an organization’s reputation; managed poorly, they can quickly damage it. VOICE AGENT: QUALITY MONITOR Measuring means understanding—but turning customer data into clear, well-founded insights is not always straight- forward. Different systems generate different kinds of data, and their outputs are often difficult to compare. We help you make sense of it all, cutting through the complexity to highlight what really matters and where improvements can be made. In the end, meeting customer expectations is what counts most. With quality monitoring, you can evaluate customer interactions in an objective way, aligned with your organiza- tion’s goals, standards, and values. Detailed reports reveal strengths, weaknesses, trends, and actionable areas for improvement. They also support targeted employee coach- ing, you can guide staff more effectively, adapt to customer needs, and continuously refine your processes. AGENT
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AGENT AGENT COMTEL International Marathon 2, 3rd Floor 1213 PH Hilversum, The Netherlands E-mail info@comtelinternational.com comtelinternational.com © Copyright 2026. All Rights Reserved. Database > SQL Server 2016/2017/2019/2022 > Express ** > Standard or Enterprise > Azure SQL database **SQL Server Express only allowed for UCS Express Edition IT INFRASTRUCTURE COMPATIBILITY System Requirements > Processor Quad-core CPU ≥2.5 GHz > Memory (RAM) Minimum 16 GB > Storage Requirements Minimum 500GB > Network Card At least one Eth 1Gbps or up, full duplex Additional Storage (Operational Data): > UCS Database: grows ~6GB per 1 million calls It is possible to run the system in a virtual environment such as VMware ESX or Microsoft Hyper V. The minimal require-ments for such a virtual environment are the same as for a non virtualized system. UCS should run as single application with no other applications sharing the same processor. Server Operating System > Windows Server 2016 Standard or Essentials > Windows Server 2019 Standard or Essentials > Windows Server 2022 Standard Feature / Module Core Professional Advanced Voice Channel — CC Flow / Routing Included Included Included Mobile App Included Included Included Webchat Channel — Included* Included Email Channel — Add-on Included SMS Channel — Add-on Included WhatsApp Channel — Add-on Included Concurrent Agent per License Included Included Included Concurrent Supervisor per License Included Included Included WebWallboard per Configuration Add-on Add-on Add-on Advanced Routing (calendar / skill-based) — Add-on Add-on Outbound Campaign Module — Add-on Add-on Emergency / SOS Module Included Included Included Virtual Assistant — — Add-on Calendar Integration Included Included Included Out-of-the-box ERP / CRM / KVS Integrations Add-on Included Included Custom ERP / CRM / KVS Integrations — Add-on Add-on Customer Satisfaction Survey (Interview) — Included Included Microsoft Teams Integration Module Add-on Add-on Add-on Webservices API Add-on Add-on Add-on Real-Time Call Transcription — Add-on Add-on Automatic Call Summarisation — Add-on Add-on Ad Hoc Announcements / Prompts — Included Included Call Recording Module Add-on Included Included BI4Connect Add-on Included Included Quality Monitoring — QM Webcoach — — Add-on Knowledge Management / FAQ — Included Included Workforce Management (WFM) Integrations — Add-on Add-on Included — Add-on ROUTING Included as standard Not available in this package Available as a paid add-on in this package CHANNELS LEGEND * Webchat is included in Professional; the channel be exchanged for Email, SMS or WhatsApp. PRODUCTIVITY & QUALITY USER LICENSES BUSINESS INTEGRATION & INTELLIGENCE Packages and features v.23.08.26
Read Redesign Communications with InForm Voice — text version
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InForm Voice, IFV, is the ultimate, open and flexible software engine offering any kind of organization the ideal stack to model their business communication tools around the operational business needs. IFV goes beyond UCC, pulling back voice in the heart of the communication with customers and partners, enhanced by the most advanced messaging, video, collaboration and AI enriched options. Designed for flexibility and maximum availability, IFV operates transparently in cloud, hybrid and on-prem environments, making communication tools available everywhere and on any device. comtelinternational.com Thanks to its innovative concept, IFV offers employees the chance to operate effortlessly from any location ensuring high productivity levels along with the modern work styles (smart, remote, hybrid). The native service- oriented architecture (SOA) and the availability of open web services interfaces facilitate total integration in the business processes, easily managed by powerful system administration and monitoring tools. CONNECT InForm Voice enables instant connection across your organization. Using the integrated company directory and presence indicators, colleagues can see real-time availability and reach one another quickly whether inside the office or working remotely. Collaboration has never been faster, easier, or more connected. COMMUNICATE Users benefit from a single contact number that works across multiple devices, with seamless call transfers between public mobile and enterprise networks, ensuring uninterrupted communication while on the move. COLLABORATE Fully interactive collaboration is just seconds away with video conferencing, shared whiteboards, and screen sharing available at the click of a button. Experience real-time teamwork, now! InForm voice REDESIGN COMMUNICATIONS
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comtelinternational.com SYSTEM CAPACITY Total System Capacity1 > Up to 60.000 lines with any combination of registered station and trunk2 > Up to 30.000 UC enabled user seats > Up to 20 Unified Communications Manager (UCM) server nodes > Up to 1.000.000 Busy Hour Call Attempts > Up to 5.120 media server sessions used for any combination of: voicemail, auto attendant, call monitor/ barge, callrecording. > Up to 20.480 concurrent mobility calls3 > Up to 2.000.000 contact entries in the 3C system UC MANAGER SERVER CAPACITY Per UCM Server Node4 > Up to 6.000 lines5 with any combination of registered station and trunk. Including up to 999 C-link trunks6 > Up to 3.000 UC enabled user seats > Up to 50.000 Busy Hour Call Attempts Voicemail, auto attendant, call monitor/barge, call recording > Up to 1.024 concurrent mobility calls 1. This varies based on the number and class of servers utilized as well as the range of devices and UC client applications utilized. 2. Stations are SIP based line registrations, hard or soft, including IP Phones and analog phones connected through a media gateway. Trunks are per bearer channel registra- tions, hard or soft, including tie lines and PSTN connections of various types including analogue, digital and SIP based. 3. Mobility calls are calls to/from outside phone numbers, assigned to users, either on the PSTN or on another PBX connected over a tie-line. 4. This varies based on the class of servers utilized as well as the quantity of UC client applications hosted per server, the amount of reserve capacity set aside for fail over scenarios, among others. > RFC2833 > RFC3261 > RFC326210 > RFC3263 > RFC3264 > RFC3265 > RFC3311 > RFC3325 > RFC3326 > RFC3428 > RFC3515 > RFC3581 > RFC3665 > RFC3725 > RFC3842 > RFC3891 > RFC4028 > RFC4411 > RFC4412 5. In case of a redundant multi node network, capacity is reserved for fail-over purposes. If one node fails, lines can be spread over the other nodes. In case of “n” nodes, each node can have a primary capacity of ((n-1)*6.000)/n lines, while each backup node will reserve 6000/n lines on behalf of a fail over situation. Examples: - 2 nodes can support 3.000 primary lines while 3.000 lines will be reserved for fail-over purposes. - 11 nodes in a redundant network can support 5.455 primary lines and has 545 lines reserved for a fail over situation. 6. C-link is a proprietary protocol used to trunk to traditional NEC PBX systems. COMMUNICATIONS Work Anywhere Unified Communications Advanced Features Simplified Connectivity HQ Home Office Customer Premises Mobile PSTN ISDN SIP Trunks Call Management Call Centre Contact Centre Call Recording Hospitality IP DECT Alarm Mass Notification Music on Hold WiFi Door Phones Paging Analogue Mobile Door Switch Presence Softphone Web video Branch Office Premises Based Hybrid Option WINDOWS UBUNTO SESSION INITIATION PROTOCOL (SIP) SUPPORT The following SIP and SIP related standards are supported on the UNIVERGE 3C system9: SIP Stations SIP Trunks The core standards document for SIP trunking is RFC3261. Originally defined in RFC2543, the current standard is contained largely in RFC3261 and RFCs 3262-3265.
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comtelinternational.com SECURITY11 Transport Layer Security Encryption (TLS) > Call control with SIP > Application sessions with HTTPs > Configuration file and firmware download with HTTPs Secure Real-Time Transport Protocol (sRTP) Encryption > Audio media streams > Video Media streams Real-Time Messaging Protocol Encryption (RTMPE) > InForm Voice Web Conferencing: • Web browser audio media streams • Web browser video Media streams • Web conferencing content sharing User Authentication > Uniform user credentials with Active Directory authentication Security Certifications 9. NEC does not claim to support all aspects of these standards, and does not ensure full interoperability with any SIP device. NEC does ensure the features and functions for certified SIP stations. See the NEC product manuals for full details. 10. Llimited support for RFC3262. 11. Capabilities vary based on selected endpoints. 12. Supported codecs and media format vary by endpoint. Certain media services may restrict codec use. Refer the UNIVERGE 3C system requirements for details. MEDIA SESSIONS AND CODECS SUPPORTED Unified Communications Manager Audio12 Encoding: > AMR-WB > iLBC > T.38 > RTMP > CLEARMODE > G711a (PCMA) > telephone-event > G.722 > G711u (PCMU) > v150fw > G.722.1 > SIREN14 > NoAudio > G.729 > SIREN22 Video > H261 > H263-1998 > MPEG4_QVGA > RTMP > H263 > H264 > MPEG4_VGA Resolutions: > HD: 1280x720, 1920x1080 > CIF: 352x288 > 240x144 (8 fps) > 320x192 (20 fps) > VGA: 640x480 > QCIF: 176x144 > 256x154 (10 fps) > 640x384 (20 fps) > QVGA: 320x240 Bit Rates: > 128 kbps > 512 kbps > 1472 kbps > 50 kbps > 512 kbps > 256 kbps > 768 kbps > 1920 kbps > 100 kbps > 1000 kbps > 384 kbps > 1024 kbps > 2048 kbps Frame Rates: > 10 fps > 15 fps > 30 fps > 8 fps > 10 fps > 20 fps Web > http/https Chat > XMPP > http/https COMMUNICATIONS > US Department of Defense Joint Interoperability Test Command Unified Capabilities Requirements: • Information Assurance • PBX level 1 • Local Session Controller UPGRADES FROM EXISTING NEC PLATFORMS Existing customers with Univerge SV platform can expand and grow their architecture toward a full IFV system and retain most of the applications and most of the legacy hardware for the best revaluation of the investments. COMTEL cares about their customers and partners with taiolored solutions thanks to along history and strong knowledge in Voice over IP, data networks and the esclusivity in maintainig and expanding previosus NEC systems
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SW200-- | v.05.03.26 OPERATING SYSTEMS AND ENVIRONMENTS Unified Communications Manager Server > Microsoft® Windows® Server 2022 64-bit • Standard or Datacenter w/GUI - English > Microsoft® Windows® Server 2019 64-bit • Standard or Datacenter w/GUI - English IFV – UCM UBUNTU Version > Ubuntu 22.04 LTS Desktop- Required • 8GB Ram • 4 CPU Cores • 250GB SSD/HD Desktop UC Client > Microsoft Windows 11 > Microsoft Windows 10 > Apple Mac OS X 10.6 or later Outlook Connect add-in > Microsoft Outlook O365 > Microsoft Outlook 2019 > Microsoft Windows 11 > Microsoft Windows 10 Mobile UC Client > iPhone versions iOS 15.0 and higher > Android 9.0 and higher (required) • 1Ghz or higher processor (required) • Screen resolution 480 x 800 pix (recommended) • Screen size 4” (recommended) InForm Voice brings together the best in Unified Communications to drive performance and agility. Current NEC UNIVERGE SV customer can now easily upgrade and migrate to InForm Voice, preserving existing assets while unlocking next generation capabilities. COMMUNICATIONS © Copyright 2026. All Rights Reserved. COMTEL International Marathon 2, 3rd Floor 1213 PH Hilversum, The Netherlands E-mail info@comtelinternational.com comtelinternational.com IT INFRASTRUCTURE COMPATIBILITY Virtualized Server Support > Microsoft Windows Hyper-V Server 2019 v10.0.17763.1 > Microsoft Windows Hyper-V Server 2016 v6.2 > VMWare v7.0 or higher The Host as well as Guest Operating Systems require the same operating systems as the listed in the section ‘Operating Systems and Environments’ of this document Microsoft Active Directory Integration > Windows 2016 or 2012 Schema > Single Forest & Multiple Forest integration > User authentication > User information and details > Directory search Microsoft Exchange Integration > Microsoft O365, Exchange 2019 > Voicemail Messaging / Unified Messaging > Global Address List Search > Calendar Presence Network Services > Dynamic Host Configuration Protocol (DHCP) > Domain Name Services (DNS) > Multicast IGMPv2 (optional) High Availability > UCM Servers • Primary UCM Server: 1+1 Active/Standby using virtualization and automated live migration • Secondary UCM Servers: N+1 Active/Active • Periodic database replication to all secondary servers > Media Gateways Automated failover/failback to designated UCM servers > IP Phones Automated failover/failback to designated UCM servers
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