Welcome to Unique Integrated Communications
Unique Integrated Communications offers you the ability to provide the highest level of patron telephone based customer service. By integrating with your library, we become a seamless extension of your physical presence. Totally hosted, with pricing based solely on usage, our service offers the ability to cost-effectively address your current and future service needs.
UIC exists to allow your library to focus resources on your mission rather than the less efficient task of answering routine phone calls. By answering patron calls on the Library’s behalf, UIC enables the Library to improve and extend patron service and solve challenges related to changing physical environments and staff structure. As a sister company of Unique Management Services, it is a partner you can trust and feel comfortable working with to meet shared service goals.
UIC is 100% dedicated to EXCELLENCE IN CUSTOMER SERVICE. UIC carries on the tradition of our sister company, Unique Management Services, Inc., in providing top level service to the library industry. UMS has a long history of operation as Library Specialists in material recovery – working with over 1,500 libraries around the world. UIC provides assistance to patrons with utmost adherence to library policies and procedures customized to a library’s exact specification.
UIC has yet to meet a phone system with which we cannot integrate. In addition, due to strong existing relationships UIC has with ILS vendors, seamless integration of the process is possible. UIC utilizes a combination of Session Initiation Protocols (SIP) and vendor-native Application Programming Interfaces (API), clients, and custom programming. Calls are routed to UIC through local or toll-free number(s), depending on existing library infrastructure.
HOW THE UIC PROCESS WORKS
UIC provides assistance to patrons with detailed adherence to library policies and procedures. Our representatives study and record all relevant policies during project implementation. That information is then entered into our internal interface thus enabling all UIC agents to be EXPERTS in library policy.
Routing
Call is routed to UIC – Any existing structure can be used
Answer
Call answered as Library - Using greeting defined during implementation process
Library Policy
Patron Policy Interface – Specific policies and procedures defined by Library
ILS
On-site ILS – Integrate directly with patron accounts using the same system as Library.
Why UIC
As a sister company of Unique Management Services (UMS), Unique Integrated Communications is a partner you can trust and feel comfortable working with to meet shared service goals. The Unique family of companies have proven expertise is in library service and we have been providing service for over 20 years to 1,500+ public libraries throughout the United States, Canada, United Kingdom, Australia, and New Zealand. UIC is an extension of that excellent patron service libraries have grown to know and trust with a shared leadership team yet specialized callers differing from the core UMS business.
UIC is completely customizable to fit your library’s needs. Whether it is an Overflow, Switchboard Application, “All Calls, All the Time”, eMedia Support or a specific application service, we would fit any library’s call handling needs and budget. Our service is available for one library location or many within the library system.
In addition to improved service, UIC also has the potential for significant cost savings. Because the service is invoiced solely on usage, if there are no calls, there is no cost! Our fully-hosted system eliminates the need for typical centralized call center costs, such as:
• ACD (Automatic Call Distribution) switch
• Workforce Management Tools
• Software integration
• Call recording/QA monitoring tools
• Accommodation
• Call center staff training Unique Integrated Communications
Other potential for cost savings include:
• Tighter integration with existing library communication channels.
• Hold/Overdue messaging that allows routing directly to live party and increases in fine payment
• Holds returned to circulation sooner
• Patron issues addressed quicker/easier.
• Time is money! Decreased notification costs.
• Understanding why your patrons call the library
UIC provides assistance to patrons with utmost adherence to library policies and procedures. Our representatives study and record all relevant policies during project implementation. That information is then entered into our internal interface, thus enabling all UIC agents to be EXPERTS in library policy and answer questions in a very precise manner.
We offer total transparency with every call available for download with our convenient UIC Answers interface and a real-time dashboard to monitor your library activity. UIC promises a high degree of service, giving the Library tools to audit our efforts to ensure that these claims are guaranteed.
Calls are recorded and tagged for call type, date, time, and duration and are available for monitoring via mp3 download and a searchable database. Comprehensive reporting is available on a monthly or ad-hoc basis, to help mine this data and monitor when and why patrons are contacting the library.
