Overview

NEC understands the important role communications play in building and maintaining your business relationships. How effectively you communicate with customers, resellers, key suppliers and business partners can be the difference between business won and business lost.

The measure of your responsiveness as an organization is not simply based on how well your contact center agents or console operator does their job. Satisfying customer needs relies on effective communications across the entire enterprise. A breakdown in communications between individuals, departments or locations could see your customer contacting your competitor instead.

NEC’s UC for Business (UCB) helps your organization eliminate the barriers to successful interactions. With UCB, you can take a unified approach to all the ways your organization communicates, whether externally or internally by computer desktop, phone, e-mail, fax, mobile, or via your website.

UC for Business exemplifies and supports NEC’s belief that an employee’s role should define the technology used to communicate. By tailoring communications to the role, information is turned into knowledge, which enables employees to make informed decisions faster. As a result, businesses become more efficient, responsive and productive.

Solution

The UC for Business Advantage

NEC’s UC for Business unifies all your communications on one appliance and uses one application and one administrator – without requiring you to replace your existing infrastructure. You are able to use a familiar Microsoft® XP/Vista/7-based user interface, and you need only one administration tool to manage all your UC applications. With UCB, you can meet all your employees’ needs and minimize your total cost of ownership of an enterprise-wide unified communications solution.

At NEC, we’ll work with you to explore how you communicate with your customers, resellers, business partners and suppliers – and how they prefer to communicate with you. We also analyze your internal communications to pinpoint the barriers to effective communication in your organization and demonstrate how a UC solution can deliver tangible benefits to your business.

We’ll explain how you can connect UCB with other business applications like your CRM and workforce management tools, and we’ll assist you from needs analysis to solution design, system cutover and beyond.

UC for Business Functionality

The SV8000 Series ACD’s real-time display provides a simulated wallboard. It instantly provides both queue threshold and agent information to supervisors via their PCs. Supervisors and authorized agents can use the agent desktop GUI to text message important information to agents or groups. This instant access to information improves agent performance and reduces training time without increasing business costs.

Valuable Information at Your Fingertips

Agents and supervisors can retrieve statistical information from the SV8000 Series ACD by simply pressing a telephone button. When queued callers or caller hold times exceed a pre-determined threshold, the system automatically sends alerts to agents’ and supervisors’ telephone displays.

Additionally, the wide range of user-defined reports provided by the SV8000 Series ACD can be scheduled or printed on demand in graph or text format.

Enhanced Efficiency

Callers presented with customized choices tend to be more satisfied with the level of service received. The SV8000 Series ACD can be configured to provide those choices by enabling callers in queue to dial another extension, ACD Group, or voicemail box during message playback.

Reports

A wide range of user-defined SV8000 Series ACD reports, graphs and tables are available to users to enhance their business management capabilities. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand and are listed below