|[February 19, 2014]
NEC Launches UC for Business 7.0
IRVING, Texas --(Business Wire)--
NEC (News - Alert) Corporation of America (NEC),
a leading provider and integrator of advanced IT, communications,
managed services and biometric solutions, today announced version 7.0 of
for Business (UCB) unified communications software application with
a new voice agent customer interface tool called TouchPoint. Release 7.0
addresses the needs of global contact centers and agents who are
challenged to keep customers happy in a dynamic multilingual market.
Release 7.0 delivers a comprehensive range of features all intended to
maximize interaction with the customer. One of the key ways NEC
accomplishes this is by significantly simplifying the agent desktop and
focusing on the customer engagement with TouchPoint, a new user
interface for agents and supervisors. The new simplified interface is
designed to encourage collaboration both inside and outside the contact
center, helping agents improve first-contact resolution of customer
The application provides real-time information and 'context-aware'
functionality to maximize efficiency, and a lean, compact footprint
prevents desktop clutter and information overload for those users who
also work in CRM and other business applications. In addition,
TouchPoint addresses the needs of organizations with a multilingual
workforce, something becoming more prevalent as companies expand
globally. Latin American Spanish, German, and Russian language versions
are now available.
NC's UCB 7.0 release has new campaign tools for customers using
Microsoft (News - Alert)® Lync®, helping them turn operations
into a profit center, with enhanced redundancy options.
Release 7.0 delivers a full suite of enhancements that includes:
Increased agent involvement - Outdial for Lync allows outbound
campaigns, such as collections, outbound sales campaigns and
appointment reminders, improving agent productivity and offering
revenue generation opportunities within the contact center.
Surveys and customer feedback channels - Managers can capture
customer feedback on email and web chat-based agent interactions, as
well as those conducted through voice automation. Integrated reporting
provides comprehensive monitoring of customer satisfaction across all
Redundancy - Database replication is now supported in a variety
of configurations, ensuring that the standby server is always current;
significantly enhancing performance in a variety of disaster recovery
Contact centers are noted to be complex environments trying to keep pace
with the needs of myriad customers. Recent studies have shown that a
simple agent interface is the panacea that makes their job more
effective and results in happy customers.
To learn more about NEC:
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NEC Corporation. All Rights Reserved. Other product or service marks
mentioned are the trademarks of their respective owners.
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