Irving, Texas - February 19, 2014 - NEC Corporation of America (NEC), a leading provider and integrator of advanced IT, communications, managed services and biometric solutions, today announced version 7.0 of its UC 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 needs.
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.
NEC’s UCB 7.0 release has new campaign tools for customers using Microsoft® 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 communication channels.
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 scenarios.
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.
About NEC Corporation of America Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network, communications and biometric products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with a presence in 44 countries and more than $32 billion in revenues. For more information, please visit www.necam.com.