Simple to use, feature-rich cloud based unified communications
Firstcom’s Universe is a unified communications solution that brings together chat, voice, video and online collaboration in the one place.
These services are accessed by your choice of device. This may be fixed line phones, mobile handsets or computers
Universe has an advanced set of features: Call recording, call transfer, call centre functionality, SIP internet connectivity, IVR call handling, call queuing and much more.
Universe is a cloud-based service. This means that you have no equipment to look after. All upgrades are free and automatic. You can locate your staff where they need to be, in remote offices, at home or on the move.
Everything you need all in one place
The cloud is your office
One sign-on for everything. Use any device to share whatever’s on your screen with a colleague or client
Your computer is your phone
Make and answer calls on your computer with our intuitive Universe Softphone application
You only need one number
One number that rings across all your devices means that you never miss a call again
Record every call
Recordings are always ready for playback when you need them
Safeguard your business data by adding an extra layer of Universe SAFEGateway security
Tracking the performance of your service.
Universe Hosted VoIP has an amazing number of rich features
The future may bring challenges but managing your telephony should not be one of them.
Universe has all the features that your business uses every day. Call groups and pick up, transfer and short-dials, voicemail, call recording. Unified communications from anywhere.
for Windows & Mac
computer into a desk phone
Our softphone solution lets you make and answer calls on your computer. Fully integrated with our Universe phone system, the softphone application delivers a fully featured unified communications system that runs on your PC, Mac or Android device.
Simple to use: answer and make calls with the click of a mouse. Transfer calls by dragging the caller’s icon to another user’s icon. The intuitive interface means you can easily see a colleague’s status.
Extend the reach of your phone system with our softphone for mobile application.
Use your mobile just like a desk phone. Developed for your Apple or Android device, you get a fully featured communications tool wherever you go.
Your Universe softphone will make, receive and transfer calls. High quality all the way.
It will show your colleagues presence, let you set your caller id, your group membership and forward any of your devices to anywhere you want. It will let you manage the company’s call flow right at your fingertips.
As part of a unified communications solution, the softphone will makes your life easier.
Flexibility and choice: you get three installations of the Universe softphone when you subscribe. These can be deployed on any combination of desktop or mobile devices.
Easy to deploy: Users are provided with an easy to install download when their subscription is set up.
Superior call quality: feature rich VoIP with allows you to be professional and responsive from any location.
Intuitive user interface: no complicated menus to navigate, just simple drag-and-drop shortcuts and visual prompts.
Mobile App FAQ's
Universe + Microsoft Teams Calls
The combination of the two brings all your users under one collaboration platform with a seamless experience when chatting, sharing and calling.
Use Microsoft Teams clients for Desktop and Mobile and gain full communication mobility.
Use Universe and host the entire phone system in the cloud. Management is easy and you can start your service without costly infrastructure and set-up charges.
- Universe telephone features in Microsoft Teams.
- Universe simple calling plan for Microsoft Teams.
- Universe feature packed monthly subscription.
- Universe no-tech “Do it yourself” – IVR.
- Teams softphone on your mobile and desktop.
- Teams users communicate as usual.
- Keep your 3rd party apps and add them to Teams.
Simple user level call recording
As part of the Universe product you receive an on-demand call recording feature. You can add Call Recording Pro to relevant Universe users that records all their calls. The solution is easy to set up and financially attractive for businesses large and small.
Recording and playing back calls gives you an insight into customer behaviour. You can pinpoint any areas of misunderstanding. A recording can help settle a dispute or can act as a business transaction.
A recording is a 100% accurate representation of an event that you can use to improve your business and customer experience. Listen to your calls and remove any element of doubt.
Recordings are ready for playback if you need them. You no longer need to worry about taking notes and can give the customer your full attention.
Record calls in stereo: isolate one speaker in turn to establish precisely who said what. Crucial in dispute resolution.
Easy access and playback: Find and playback the most relevant conversations in your call logs. Forward calls to colleagues as email attachments.
Completely secure: Keep recorded data secure and available. Archive older recordings to free up space.
Simple to set up and manage: Administrators can set up automatic and on-demand call recording to user accounts from their portal log-in
Call Recording FAQ's
Encrypted IP telephony
Safeguard your business data by adding an extra layer of security. Calls made over the Internet are vulnerable to remote wire-tapping. We are experts in secure IP telephony and can help you implement affordable call encryption solutions to give you complete peace of mind.
We provide a SAFEGateway device as part of our call encryption solution. The device acts like a firewall to encrypt calls between your phone system and Firstcom’s network. We were the first UK service provider to offer fully encrypted cloud telephony.
Security to comply with Industry standards
The General Data Protection Regulation levies significant fines for businesses who fail to protect their data.
If you transmit personal data over the telephone you should take steps to encrypt this as part of your overall data protection exercise.
We understand call security and can help you take care of this as part of your journey towards compliance and best practice.
Tracking Instantly enhance the caller’s experience using
Universe Screen Popper
Knowing more about inbound calls helps your team answer them with confidence. Universe screen popper is a feature that allows your team to know a caller’s information and serve them better. When the agent receives an inbound call, a pop-up appears, and Universe takes them directly into the CRM.
Screen pops have two primary benefits – improved customer experience and increased agent efficiency. With screen pops, the agent knows the customer right away, can personalize the call, and get right down to business.
Greet callers by name. No more fumbling around to find simple data; just one click and your agents are into your CRM. In seconds they have access to the company name, who the caller last spoke to and more. Being able to resolve issues quickly and without having to ask callers to repeat themselves leads to better agent-caller interactions and boosts customer satisfaction.
Tracking the performance of your service
Part of the standard Universe unified communications service, “Statistics” are included that show the waiting time in the queue for calls (Maximum, Total and Average), the Answered Calls, Lost Calls and Average Talk Time. This is presented for you on charts by relevant time period from Today, 7 days, 14 days to one month.
Universe also enables you to see real time information as to how your calls are being answered with the “Wall Display” option. This includes all the information in Statistics, for a particular day, plus shows the agents that are available, busy or absent and how many calls are waiting in real time. You can choose to see multiple queues at once.
For outbound calls you can monitor the types of calls are being made and the destination of these calls for a particular period that you specify. This can be by company or by agent and can be downloaded onto a spreadsheet.