Business Cloud Services Contact Center

Transcription

1 Business Cloud Services Contact Center

2 Contact Center in the Cloud Customer Engagement Starts in the Cloud UNIVERGE BLUE Contact Center enables you to efficiently handle all customer communication channels phone, , chat, video and voic . NEC brings 100 years of communications technology experience, with the right features to jumpstart your Cloud Contact Center today. At a Glance All-in-one hosted contact center Multi-channel interaction - phone, , chat, video & voic Skills-based routing optimizes handling capabilities Virtualization enables use and management of agents in multiple locations Customizable Interactive Voice Response (IVR) provides self-service options to callers Outbound dialer offers an array of campaign management tools that are easy to use Real time contact center reporting enables supervisors to easily monitor agent performance Multimedia recording enables users to store and access all interactions in all channels and media A Cloud Contact Center with High-End Capabilities Reliable High reliability is mission critical for UNIVERGE BLUE Contact Center. Software updates and maintenance are done in the cloud, keeping your operations up and running without interuption. Powerful disaster recovery abilities are included for Simple complete peace of mind. Secure UNIVERGE BLUE Contact Center provides Cutting-edge encryption and security high-end virtual contact center capabilities in protocols are built directly into UNIVERGE a low cost, on-demand delivery model. BLUE Contact Center. Security updates are A Contact Center with the ability to easily manage agents in multiple locations. Each agent, no matter where they are, can quickly be set up with all the functions and features they require to perform their job improving productivity and customer care. processed and uploaded into the cloud, vigorously protecting your communications infrastructure without slowing or interrupting your operations.

3 UNIVERGE BLUE Contact Center Key Features Multi-Channel Interaction Reporting Queuing and routing for all Real-time contact center reporting incoming communication of all activities. The platform channels including phone, stores data on all contact and , chat, video and agent-related events. Supervisors voic . Seamlessly and call center administrators blended into a single queuing can easily create, view and share and routing intelligence, all reports from anywhere using a channels follow the same flow web browser. and routing rules. Skills-based Routing IVR for Self Service Automation Not just routing customers to the next available agent With Interactive Voice Response in a group, but automatically (IVR), your customers have the connecting them to the right Automatic Call Distributor (ACD) individual agent with the Route incoming calls to specific agent groups right skills to address their based on customer selections, region, time of day specific needs. or any criteria you create. option of obtaining information or performing a task without the assistance of an agent. Fully customizable, create IVR scripts to empower your customers to automatically find what they re Build Relationships looking for. Improve customer relations and build loyalty. Contact center agents are typically the first point of contact customers have with an organization. With the UNIVERGE BLUE Contact Center solution you can efficiently handle all customer communication channels, including phone, , chat, video and voic .

4 Contact Center in the Cloud Contact Center Feature Sets Basic Agent Standard Agent Premium Agent Phone Features Voice Agent Login Particpate in ACD Queues IVR Login ACCess through Telephone Populates Real-Time & Historical Reporting Outbound Dialing Auto Recovery Skills Routing E911 Local Dialing Desktop Call Control Client - Soft Agent Incoming Call Displays Agent to Supervisor Chat Assist Request Alternate Delivery - Mobile Agent. Presence Integration with UCaaS Auto Answer Multiple Device Support Mobile Agent (Alternate Delivery) Soft Wallboard CRM Integration Knowledge Worker Presence (UCaaS only) Call Tracking Application with Screen-Pop Voic Unified Messaging Supervisor Features Call Recording - On Demand Call Recording - Real time Screen Recording Supervisor Features Supervisor Chat to Agent Supervisor Chat to Groups of Agents Agent Monitor Agent Whisper Coach Agent Barge In Historical Reports Real Time Reports Group Filters Analytics Package Multi-Channel Reports Remote Logout CRM Integration Account Level Add-Ons Self Service IVR Web Chat Queuing CallBack Immediate CallBack Scheduled Administrator Access - Scripting Tool Included Add-On Option

5 Step into the Cloud The cost savings and the flexibility of cloud-based business communications have become a compelling alternative to the traditional approach of onpremises solutions. UNIVERGE BLUE Contact Center provides a predictable subscription-based model rather than a risky capital expenditure. Eliminate capacity guesswork, adding or removing agents to meet demand while only paying for what you use. Reap the Benefits Lower costs never pay for unused capacity again Location Independence agents can easily work remotely without sacrificing functionality Centralized Administration & Monitoring managers and supervisors remain in-touch and in control Scalability easily meet fluctuating demand Disaster Recovery route around network issues with cloud-based NEC technology Peace of mind UNIVERGE BLUE maintains the technology and infrastructure so you can focus on your core business Enterprise-Grade Reliability with Multi-Tenancy UNIVERGE BLUE Contact Center is a enterprise-grade, hosted contact center solution with strong multi-tenancy capabilities built to provide a superior customer experience. Deploying Robust Contact Centers UNIVERGE BLUE Contact Center adapts to meet your business needs. Private CLoud Hybrid Cloud Public CLoud Host the Contact Center yourself or A hybrid Cloud is a composition of Public Cloud removes the hassle and have it hosted by a 3rd party, creating some applications running in the Cloud expense of managing infrastructure and your own cloud environment to (public or private) and running others provides a powerful, flexible, secure serve your unique operations without on-premises, behind your firewall. system that is future-proofed. sacrificing capabilities.

6 Connect With Your Customers Contact center agents are vital ambassadors in building customer relationships, loyalty and satisfaction. Let UNIVERGE BLUE be your multi-channel Contact Center solution. We ll handle the infrastructure, freeing your people to focus on the most important part of your business: your customers. UNIVERGE BLUE Contact Center Let your customers choose how they want to communicate by creating an efficient, highly-personalized experience with every customer interaction. w w w.u n iv erge bl ue.c om Corporate Headquarters (Japan) NEC Corporation North America (USA) NEC Corporation of America APAC NEC Asia Pacific Pte Ltd nec.com.sg NEC Enterprise Solutions NEC Europe Ltd nec-enterprise.com Canada NEC Canada, Inc. 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 radiocommunications 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 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. Please refer to your local NEC representatives for further details.