NEC Univerge Engage Contact Center Solutions

UNIVERGE BLUE ENGAGE Contact Center Solutions

Key Features Of Our Contact Center Solution

• Eliminate busy signals without adding more phone lines
• Works with your existing phone system so no expensive hardware upgrades are required.
• Access to advanced Contact Center Solutions such as Call Backs, Priority Routing, Real Time Monitoring and Customer Surveys
• Since the Contact Center Service is in the cloud you never have to worry about power, internet or phone service outages impacting your business
• Answered calls via cell phones, a built-in smartphone application, traditional desktop telephone, or over a VoIP connection.

Efficient Handling Of Customer Calls

Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

• Faster, more appropriate and efficient resolution of calls, with omni-channel options like chat and e-mail to take the conversation beyond voice.
• A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.
• The agent client is configurable to specific requirements or frequent caller requests.
• Calls can be answered via a built-in smartphone application, traditional desktop telephone, or over a VoIP connection.
• Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.
• Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates.
• Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand.

Increased Control

Real-time monitoring and permission-based activity reports brings transparency to agent and contact center performance.

• Contact monitoring includes phone, email and chat interactions.
• Centralized performance data results in more accurate call center reports and analysis.
• Call monitoring can be analyzed by skill set, group provisioning and agent profile.
• Flexible agent-controlled multimedia recordings can be stored for easy, permission-based online retrieval.
• Customizable agent statuses deliver heightened visibility and assist in the efficient fielding of interactions.

Contact Center Documentation