Within the UCS system, several distinct roles and responsibilities are defined.

Administrator

The Administrator is responsible for configuring the UCS system. In some cases, this responsibility is divided into two areas: technical and functional. The technical aspect typically interfaces with the PBX and IT infrastructure, while the functional aspect serves as the liaison between the UCS system and its users.

Supervisor

The Supervisor is responsible and accountable for managing communication between external parties (such as customers) and internal departments. While this role is often recognised solely within the contact centre environment, it is equally important in managing communication across back-office functions. In some organisations, the Supervisor role is focused more on daily operations, with an additional Manager assuming overall responsibility for accessibility and reachability.

End Users

The third role concerns the actual use of the UCS system. End users include both back-office staff and contact centre agents. They are responsible for handling calls and often also manage email, text messages, social media, and webchat enquiries.

Back-office vs Contact Centre

Traditionally, organisational focus on accessibility has centred around the contact centre and how to manage inbound call flows. The introduction of tools such as Interactive Voice Response (IVR) menus and skills-based routing enabled automatic redirection of callers to the appropriate department or qualified agent in a timely manner.

However, as business processes have grown more complex, communication flows have extended beyond the contact centre. What was once a straightforward order process now involves multiple departments—such as sales, order intake, logistics, planning, and finance. Today’s customers are increasingly inclined to make contact via phone or email when they have a query or require support. They expect prompt, high-quality service. Meeting these expectations can foster loyalty, while failing to do so may drive customers towards competitors.

As a result, there is growing recognition that delivering exceptional customer service extends beyond the contact centre—it requires active participation from back-office teams as well.

The UCS system supports this approach by offering modular solutions that engage all departments across the organisation. Its open architecture and adherence to open standards allow seamless integration with customer-specific applications. This creates a unified platform that includes presence information for all users, thereby enhancing communication and productivity across the board.

The UCS system includes contact centre functionality that enables flexible routing strategies, directing calls to either contact centre agents or back-office users, while factoring in opening hours and queue configurations. Several client applications offer intuitive, practical features—such as enabling users to send messages or emails to colleagues with a single click, even when they are busy.