Unified Communications

NEC’s Unified Communications for Business (UCB) streamlines all aspects of communications both internally and externally including desktop to desktop, phone, e-mail, fax, mobility, chat, and gives staff an instant birds-eye view of the whereabouts and availability of colleagues.  UCB eliminates the frustration of phone tag and overloaded inboxes.  UCB enables your contact centers to handle client’s needs with ease.  While other UC solutions are made up of pieced together applications, NEC’s UC for business delivers an integrated single source solution.  All aspects of communications are incorporated into Microsoft ® Outlook ®—the application that is nearly always open by most
business users.

• UCB Synchronizes voice mail and fax mail to your Microsoft ® Outlook ® Inbox. Instead of sifting through e-mail messages on your computer, voice mail messages on your phone, and trying to track down faxes received on paper, UCB delivers e-mail, voicemail, and fax mail to your Microsoft Outlook Inbox.
   
• UCB Presence, through an intuitive visual interface within Microsof t ® Outlook ®, allows you to see who is available, who is on a call, or who is away from their deskóeven if they employee is working outside the office. If you need to talk to someone who is unavailable, you can request an alert that notifies you when they return. Presence integrates with Microsof t ® Outlook ® calendars to give you insight about a co-workers current activity and their estimated time
  of return.
   
• UCB for Call Center Agents (now referred to as Contact Center Agents)
  Today, call center agents (now referred to as contact center agents) handle requests in many forms such as phone calls, faxes, e-mails, and chat sessions via the company website, and the agent must answer and fulfill requests regardless of the form of communication chosen by the person that is contacting your company. UCB can insure a high level of customer service by applying standard contact handling methods to all forms of communication.  Additional highlights of UCB for Contact Center Agents are as follows.
  • UCB provides a single, intuitive desktop interface for all forms of communication including phone calls, fax, e-mail, and chat.
     
  • Safety Nets for emergency or high volume periods can be pre-programmed to send calls to back up agents when thresholds are reached. Supervisors can manage call delivery through an intuitive management interface based on the real time status of agents and queues and re-assign calls to immediate backups. High value customers or transactions can be given priority handling.
     
  • Skills based routing reduces talk time and transfers between agents which results in faster call completion and greater customer service.
     
  • Self-service options gives callers that are waiting for an agent more options than waiting or hanging up. For an example, callers are informed their position in the queue, and if they would rather not stay on the line, the caller can opt for a callback while maintaining their position in the queue.
     
  • Record permits you to log verbal transactions for compliance purposes, to measure customer service levels, and for training purposes. Record allows you to:
    • • - Archive all recordings or selected recordings;
      • - Search for, retrieve, and forward conversations;
      • - Schedule recordings or record on demand.
         
  • The reporting function provides standard and customized reports on call handling, call volume, peak times, and other useful information.
     
  • Outbound Call Campaigns can be launched immediately when there is a lull in incoming call volume.
     
• UCB Executive Conference provides audio conferencing for up to 64 internal and external parties. Scheduling a conference call in advance is as easy as sending a calendar appointment. Parties can be easily added to a conference call through an intuitive visual interface within Microsoft ® Outlook ®.
   
• UCB Executive Mobile extends the functionality of the office phone and computer to a smart mobile phone.  Highlights of executive mobile include:
  • The ability to answer your office phone from your mobile phone
  • Voicemail messages and fax messages are extended to the inbox of the mobile phone
  • Access the corporate directory from your mobile phone
  • Use presence capabilities to see at a glance which staff members are at their desks and whether they are available

To learn more about how UC for Business can save time, money, and improve customer service, call us at 816-478-2000 and press 2.

Download the UC for Business Brochure (PDF)