Phone systems are often the unsung heroes in an organization but are undoubtedly one of the most vital aspects of a business.
Ultatel empowers your organization with an AI-driven Contact Center designed to enhance every customer interaction, optimize agent workflows, and deliver a clear return on investment. Explore our solutions.
Best for: Businesses needing core CCaaS, foundational AI tools, and essential manual QA for agent performance & customer understanding.
Best for: Â Growing contact centers seeking robust omnichannel, advanced AI insights, flexible manual QA, and enhanced agent coaching tools.
Best for:Â Demanding contact centers requiring the most advanced AI augmentation & automation, comprehensive manual & AI-driven QA, deep analytics, and enterprise control.
Have a question? Call 844-858-2835 |  Essential |  Premium |  Ultimate |
|---|---|---|---|
| Core Contact Center (For Agents) | Â | Â | Â |
| IVR (Interactive Voice Response) |  (Multi-Level) | (AI Speech Recognition option) | (AI-Powered, Dynamic & Personalized Flows) |
| ACD (Automatic Call Distribution) | (Skills-Based option) | (Advanced Skills-Based, Priority Routing) | (AI-Enhanced Predictive Routing, Business Rules) |
| In-Queue Callback | | | |
| Call Recording (Voice) | (Standard, 90-day storage, Accessible for QA) | (Automatic, 1-year storage, Searchable, QA Integration) | (Compliance Grade, Unlimited Storage, Redaction, Full QA Access) |
| Screen Recording | Optional Add-on | | |
| Silent Monitoring, Whisper Coaching, Barge-in | | | |
| Manual Quality Assurance (QA) Module | Â | Â | Â |
| Call Listening & Playback for QA | | | |
| Predefined QA Scorecard Templates ( CS, Sales) | (Access to standard library) | (Access to standard library) | (Access to standard & advanced libraries) |
| Manual Call Scoring (Agent Evaluations) | (Basic scoring interface) | (Flexible scoring, section weighting) | (Advanced scoring, calibration features) |
| Dynamic QA Scorecard Template Creation | Â | (Create & customize templates, sections, questions) | (Advanced template builder, version control, sharing) |
| QA Reporting & Analytics | Basic Score Reports | (Agent performance trends, QA dashboards) | (Comprehensive QA analytics, calibration reports, dispute resolution workflows) |
| Agent Feedback & Coaching Notes within QA Module | | | (Integrated coaching workflows) |
| AI-Powered Tools For Agents | Â | Â | Â |
| AI Call Transcription (Post-Call) | | (Real-Time Option) | (Real-Time, Highly Accurate, Speaker Diarization) |
| AI Sentiment Analysis (for Agent Review) | (Post-Call, Basic) | (Real-Time Option, Sentiment Scoring) | (Real-Time, Trend Analysis, Supervisor Alerts) |
| AI Topic Identification (for Agent Review) | Basic | (Automated, with Categorization) | (Advanced, Trend Analysis, Intent Recognition) |
| AI Call Summaries (for Agent Efficiency) | Optional Add-on | (Automated) | (Automated, Action Items, CRM Sync) |
| Company Dictionary / Custom Moments (AI) | Basic | | (Advanced, AI learns continuously) |
| AI-Driven Quality Assistance (Augments Manual QA) | Â | Â | Â |
| AI Live Coach Cards & Real-Time Agent Assist | Â | Optional Add-on | (Contextual Guidance, Compliance Prompts) |
| AI Auto-Scorecards (AI Suggests Scores/Flags) | Â | Optional Add-on | (AI assists human QA, can auto-score % of calls) |
| AI CSAT Prediction / Analysis (Agent Focused) | Â | Â | |
| Omnichannel Capabilities (For Human Agents) | Â | Â | Â |
| Email Channel | Optional Add-on | | |
| Web Chat Channel | Optional Add-on | | |
| SMS/MMS Channel (2-way) | Â | Optional Add-on | |
| Social Media Messaging (Facebook, WhatsApp) | Â | Â | (Selected Channels) |
| Unified Agent Desktop | | | |
| Integrations | Â | Â | Â |
| Standard CRM Integrations (Zoho, HubSpot) | | | |
| Premium CRM Integrations (Salesforce, Zendesk) | Optional Add-on | (Deeper Integration) | (Advanced Workflow Automation, Custom Objects) |
| Open APIs & Webhooks | Basic | | (Full Enterprise Access) |
| Autonomous Voice AI Agent (Workflow Automation) | Â | Â | Â |
| Option to Integrate Ultatel Voice AI Agents (Handles specific call types/tasks 100% autonomously) | (Voice AI Agent) | (Voice AI Agent) | (Seamless Integration – (Voice AI Agent) |
| Security & Compliance | Â | Â | Â |
| Single Sign-On (SSO) (Okta, Azure AD, Google) | | | |
| Role-Based Access Control | Basic Roles | Customizable Roles | Advanced Granular Permissions |
| End-to-End Encryption (Voice & Data at Rest/Transit) | | | (with options for customer-managed keys) |
| Regular Security Audits & Penetration Testing | (Platform Level) | (Platform Level) | (Platform Level + options for custom audits) |
| Data Masking for Sensitive Information (in Recordings/Transcripts) | Â | Optional Add-on | |
| Compliance Certifications & Adherence (Platform) | SOC1 and SOC2 Type II, ISO 27001 (Data Centers) | SOC1 and SOC2 Type II, ISO 27001 (Data Centers) | SOC1 and SOC2 Type II, ISO 27001 (Data Centers) |
| HIPAA/BAA Option for Healthcare | | | (BAA Available) |
| PCI DSS Compliance | | | (For integrated payment handling) |
| Audit Logs (Admin & User Activity) | Basic | (Detailed) | (Comprehensive, long-term retention) |
| Support & Reliability | Â | Â | Â |
| Uptime SLA | 99.99%Â (Optional higher SLA) | 99.999% (SLA) | 99.999% (SLA) |
| Hours of Operation | 24/7 | 24/7 | 24/7 |
| Knowledge Base, Web, Chat Support | | | |
| GEO Redundancy | | | |
| Phone Support | | (Priority Option) | (Dedicated Line, Priority Routing) |
| Named Customer Success Manager | Â | Optional Add-on | (for qualifying accounts) |
| Onboarding & Implementation | Standard | Premium | Enterprise (Custom Project Plan) |
About us
Copyright 2025 ULTATEL, LLC | All Rights Reserved
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
