1 UC Suite FOR UNIVERGE SV9100 Smart Communications for Small and Medium Business necam.com
2 Contents 4 Streamline Acess to Communications 5 Stay Productive from any Location 6 Handle Calls More Efficiently 7 Run a Smart Contact Center 8 Smart Communications Change the way you work with UC Suite Work together even though you re apart. Communications play an important role in building and maintaining business relationships. Whether a business is small, medium or large, how effectively you communicate with customers, resellers, key suppliers and business partners can be the difference between business won and business lost. In smaller businesses with limited resources, the right communication tools enable you to do more with less resulting in increased efficiency, productivity, and improved customer satisfaction. NEC s UC Suite delivers an integrated unified communications (UC) solution for your UNIVERGE SV9100 Communications Server that enhances your organization s ability to collaborate. Specifically developed for small to medium size businesses, it is a scalable, feature-rich solution that simplifies communications management and enables complete mobility. 2
3 Manage Communications Easily With UC Suite, your employees become more mobile and productive. It offers advanced UC applications such as presence, desktop client, softphone, quick messaging, instant messaging (IM), white boarding, and application sharing that enables your workers to collaborate and provide customers the attention they deserve in today s increasingly mobile world. It also seamlessly integrates with NEC s UNIVERGE SV9100 Contact Center and UNIVERGE InMail/ UM8000 Voic to provide you with all of the features and functionality your business requires. Additionally, you have the option of running UC Suite on an internal server blade on the SV9100, on an external server or in a Virtual Machine environment the choice is yours. You have full functionality no matter which one you choose. UC Applications Include: Innovative application that increase efficiency and productivity Simplified call management through easy-to-use graphical user interfaces User Presence for real-time status and availability of colleagues Instant messaging for quick, real-time conversations Easy capture/upload of profile pictures to be associated with Busy Lamp Field (BLF) and company directory Color customization of main window and instant message window Internet browser access to features through UC Web Client Integration with popular contact and CRM applications, including Microsoft Office Outlook, Goldmine and ACT! Simplified call handling for operators and attendants Seamless integration with UNIVERGE SV9100 Contact Center application for call center functionality Quick access and easy management of messages through the integration with UNIVERGE InMail and UM8000 Runs on either an SV9100 internal server blade, external server or in a Virtual Machine environment full functionality no matter which one is chosen 3
4 Streamline Access to Communications Easy access to communications and information is critical in any size business Unify Your Communications, Messaging and Collaboration NEC s UC Suite delivers on the promise of unifying your business s communications by managing them through desktop clients on your personal computer (PC) or mobile devices. The UC Suite Client allows your employees to get more done in less time by providing them easy access to features such as hold, transfer, conference, enhanced park, page and barge-in. It also provides them with: Call management, speed dialing and contact lookup Access to integrated contact and CRM applications Presence to view colleague s real-time status and availablity Visual voic for quick access to and easy management of inbox and messages Instant messaging capabilities for quick, real-time conversations Attendant console capabilities directly on an operator s PC, allowing them to transfer and manage calls on-screen Detailed call history reports includes incoming calls, outgoing calls, call date and time, call duration and caller ID information Ability to search, sort, print, archive, and export call logs plus add notes to call log entries Call recording capabilities either on a per call basis or setup to automatically record all calls UC Suite also allows you to customize the look and feel of the UC Suite Client. It enables you to change the color scheme of the main and instant messaging windows, and upload a picture to be associated with your profile entry. You choose which view you would rather see the one with the standard icons or the one with co-workers profile pictures. UC Suite Desktop Client 4
5 Stay Productive from Any Location Freedom to communicate whenever and wherever is imperative for today s mobile workforce. SP310 Softphone UC Web Client Today s mobile workforce depends on communication tools that accommodate flexible workspaces and allows free roaming wherever they are: in the office, or outside of it. UC Suite provides mobile workers multiple ways to stay connected and be productive. UC Web Client With UC Web Client, you can launch a UC Suite Client from within an Internet browser window (Internet Explorer, Firefox, Google Chrome and Safari). This browser-based client provides many of the features that are available within the full UC Suite Client. It also allows non-pc users, such as Apple Mac and ipad users, to experience the benefits of UC Suite. SP310 Softphone UC Suite s SP310 Softphone is a versatile, multimedia IP phone that is installed on a laptop or personal computer (PC) and delivers high quality voice via a USB-connected headset/ handset. When connected to your corporate network, it provides the full functionality and features of a regular desktop phone, plus advanced multimedia applications. Share Real-Time Information and Ideas SP310 Softphone When linked together across an NEC IP network, SP310 users can collaborate and interact with each other in an exciting variety of ways: Audio and videoconferencing allows for easy set-up and participation in conference calls Presence provides the status of the party users are trying to reach before placing a call Application sharing permits users to share files through peer-to-peer and conference call environments, and are synchronized between all participants Whiteboard allows users to review, create and update graphic designs in real-time Instant Message/Chat enables users to correspond in real-time in either a peer-to-peer or broadcast arrangement while engaged during a call or not File Transfer provides an easy method to send one or more files while in a call by simply selecting the file and dropping it into a person s participation file Call Log enables the storage of information about outgoing/incoming calls, missed calls as well as recorded call files 5
6 Handle Calls More Efficiently Businesses need a cost-effective attendant console that makes employees more efficient while improving their ability to service customers. With UC Suite s built-in PC Attendant, your operators/ attendants can quickly and easily manage calls. Attendant can simply right-click on a contact for pop-up that displays a list of options Call Management Simplified For operators, when a call is received, a pop-up window displays onscreen. The operator is presented with caller information and then handles the call by clicking on that window. He or she can then use the client to access information about a requested line s status, then transfer the call, park it or take a message with a simple mouse click or drag and drop. With the enhanced park capabilities, the operator can easily monitor all parked calls right from the UC Suite Client. Integrated Intelligence offers Quick Access to Information and People UC Suite s Client enables operators to manage as many as 512 extensions, 256 virtual extensions and 400 outside lines, and can determine the status of a specific monitored extension at-a-glance. If an operator transfers a call to a busy line, an option menu displays that provides the ability to transfer the call to voice mail and set auto call-back. Caller information is retrieved from an integrated CRM database. Additionally, calls can be easily handled in a multi-tenant environment through UC Suite s Answer Center. This optional module enables operators to manage calls for multiple companies or serviced offices ensuring all calls are answered appropriately. Enhanced Message Management Using the UC Suite s Client quick message function, an operator can send a personalized message to a user s PC or directly to a multi-line display telephone, even if they are on a call. These quick messages alert the user that a call is waiting and offers a choice of four responses via PC or through pressing a soft key on the telephone. Additionally, if the message needs to be sent to more than one person, the operator has the option of sending the message to multiple individuals. Ensure Phones are Always Covered While everyone in the organization has access to advanced call features, with UC Suite s Client capabilities, you can enable attendant console functionality on anyone s PC, ensuring your business phones are covered at all times. 6
7 Run a Smart Contact Center Today s customers expect to be able to easily contact the person they are trying to reach on the first try. UC Suite s Client seamlessly integrates with NEC s UNIVERGE Agents also receive notification whenever a caller in queue hangs SV9100 Contact Center solution. Your employees can login as up via a call-alert icon on their UC Suite Client. This alert shows the an agent and view real-time queue statistics plus monitor the number of abandoned calls, and provides details about each call states of other agents. including date, arrival time, Contact Center group, Caller ID, wait First Call Resolution When call volumes are high, UC Suite Client users can easily and quickly login as an agent to handle calls that are waiting in queue. The SV9100 Contact Center solution distributes call volume evenly among the agents that are logged in to the system, helping to reduce caller hold-time and resulting in improved customer satisfaction. time and callback status. This allows your agents to retroactively respond to a customer, further improving customer service. When the call volume drops, users can then logout of the system and redirect their attention to other business matters. This capability lets your employees handle calls efficiently with a minimum number of resources. Additionally, the SV9100 Contact Center solution is an embedded application on the SV9100 Communications Server so there are no additional external hardware costs. Contact center agent 7
8 Smart Communications Businesses require solutions that are easy to manage and optimize their investment. Seamless Integration with Outlook and CRM Applications UC Suite s Client integration with popular contact and CRM applications, including Outlook, Goldmine and ACT!, offer businesses seamless application access to the information that they need, allowing users to leverage and manage their information more efficiently. SV9100 Communications Servers can be configured to perform a search in users CRM application databases when a call comes in. Once the contact is found, a display window with the caller s contact information pops up on the user s screen. This feature dramatically improves customer service and satisfaction by enabling users to reference existing customer information rather than having to collect it again. The CRM integration also provides users with access to standard call features from within Salesforce.com and Time Matters (a client and information management software). When an incoming call is received, an automatic search of the application s contact database is performed. Example of UC Suite s integration with Salesforce.com Simplified Installation Directly to the Desktop Computer UC Suite is easily installed on any personal computer or laptop from a web-browser. An installer or user simply accesses the installation web page through a link that is provided to them, and then downloads the software directly to their desktop computer. Your IT personnel no longer have to go from one computer to the next with a USB drive for installation. UC Suite direct download saves IT time and increases their efficiency. For further information please contact your local NEC representative or: Corporate Headquarters (Japan) NEC Corporation North America (USA & Canada) NEC Corporation of America NEC Enterprise Solutions NEC Europe Ltd APAC NEC Asia Pacific Pte Ltd sg.nec.com Latin America NEC Latin America About NEC Corporation of America Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with operations in 44 countries and more than $32.6 billion in revenues. For more information, please visit necam.com. SW11043 v NEC Corporation. All rights reserved. NEC, NEC logo, and UNIVERGE are trademarks or registered trademarks of NEC Corporation that may be registered in Japan and other jurisdictions. All trademarks identified with or are registered trademarks or trademarks respectively. Models may vary for each country. necam.com
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