Integration of NEC’s Unified Communications and Contact Center as a Service (UCaaS & CCaaS) into one seamless cloud solution – merging User Experience (UX) efficiency with Customer Experience (CX) enablement
NEC Corporation of America (NEC), a leading provider and integrator of advanced IT, communications, and networking solutions, announces the new integration of two of its UNIVERGE BLUE CLOUD SERVICES CONNECT and ENGAGE to provide users a single application for employee collaboration and superior customer communications. With this merging of Contact Center within Unified Communications, business communications are simplified, and teamwork is improved, while elevating both UX and CX capabilities.
“Our newest cloud services offering is ideal for an increasingly hybrid workforce—unifying employee productivity and customer experience management into one application”
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Single Pane of Glass
NEC’s integrated UNIVERGE BLUE CONNECT and ENGAGE upgrades standard business operations by combining UCaaS and CCaaS into a single pane of glass which includes voice, video conferencing, file sharing and backup, multi-channel contact center and more.
With the unification of CONNECT and ENGAGE, customer care agents get the necessary tools and functionalities to track and enhance communications, while promoting upgraded customer satisfaction and first-call resolution. From call queues, contact directories, and active call routing, contact center agents are empowered to enhance CX and loyalty.
“Our newest cloud services offering is ideal for an increasingly hybrid workforce—unifying employee productivity and customer experience management into one application,” said Ronald Schapendonk, Director of Global Marketing at NEC. “The integration of CONNECT and ENGAGE provides smoother workflows and all the collaboration features our end users need for internal communication. Customer-facing employees get advanced voice handling tools and can leverage those collaboration features to work with other employees, ensuring positive interactions with customers.”
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Smoother Workflows
NEC’s new solution offers anywhere, anytime teamwork. The solution bolsters capacity for hybrid workforces in a single user interface. In addition to advanced call handling capabilities, businesses gain greater visibility into employees’ performance.
The unified solution simplifies administration by providing an interface for adding and managing users with a single sign-on. During seasonal fluctuations, contact center operations can add more agents with just a few clicks. The responsive platform expands to meet the communications needs of small-to-medium sized businesses, as well as large enterprises.
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