UNIVERGE BLUE® Extend Customer Experience Integrations

UNIVERGE BLUE EXTEND integrations for ENGAGE contact center make it easy for businesses to leverage popular applications - or build their own - to deliver smarter and more efficient contact center customer experiences.

UNIVERGE BLUE ENGAGE for Microsoft Dynamics 365

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Screen pops: Pull up existing customer account records from incoming calls.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Dynamics 365.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE ENGAGE FOR Salesforce

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Screen pops: Pull up existing customer records from incoming calls.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Salesforce.
  • Case lookups: Access case status for clients or build a call flow that lets them self-serve.
  • Prioritize inquiries: For customers with open cases, you can sort incoming inquiries into queues based on the status of their case.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE ENGAGE Salesforce Integration

User must have an active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and an active Salesforce account to use this integration.

UNIVERGE BLUE ENGAGE for Slack

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Send alerts in real-time: Deliver time-sensitive alerts and updates to selected channels in Slack; take rapid action before situations become problematic.

Benefits

  • Alert and adapt in real-time: Keep your finger on the ENGAGE contact center pulse by delivering alerts and updates in Slack to agents.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

Slack Integration Setting up Slack Integration Creating a Webhook in Slack

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Slack accounts to use this integration.

UNIVERGE BLUE ENGAGE for Zendesk

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Zendesk.
  • Screen pops: Pull up existing customer account records from incoming calls.
  • Case lookups: Access ticket status for clients or build a call flow that lets them self-serve.
  • Prioritize inquiries: For customers with open cases, you can sort incoming inquiries into queues based on the status of their ticket.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE ENGAGE ZenDesk Integration

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Zendesk account to use this integration.

UNIVERGE BLUE ENGAGE for ServiceNow

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s contact.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their contact record within ServiceNow.
  • Screen pops: Pull up existing customer contact records from incoming calls.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active ServiceNow account to use this integration.

UNIVERGE BLUE ENGAGE for ELECTRONIC HEALTH RECORD SYSTEMS

Key Features:

  • Expedited Patient Verification and Call Resolution with Patient Assist
    Patient Assist automatically looks up a patient’s caller ID connected to their record in the EHR and pops up a dashboard with relevant patient information. Quickly view additional members in household, outstanding bills, prescriptions, and other information to streamline patient care.
  • Inbound Self-Service Voice with Patient Engage
    Deflect inbound calls using NEC’s UNIVERGE BLUE ENGAGE Interactive Voice Response (IVR). IVR uses input supplied by the patient (patient ID, date of birth, etc.) to look up information within the EHR and fulfill simple patient requests like bill payments, appointment setting, and prescription refills.
  • Automated outbound notifications with Patient Notify
    Eliminate time-consuming outreach efforts by automatically sending voice, text, and email notifications based on real-time EHR events such as upcoming appointments, prescription refills, and outstanding bills. Allow patients to respond to notifications with a simple confirmation or let them connect to a member of your healthcare organization.

Benefits:

  • Streamline communications: Get instant access to the important information in patient health records and patients ultimately get better care.
  • Greater convenience: Allow patients to quickly fulfill simple tasks themselves without talking to a healthcare employee using self-service options.
  • Increase productivity: Save time spent on patient verification, simple tasks, and patient outreach using workflow automation.
  • Increase revenue: Use automated notifications to remind patients of upcoming appointments and outstanding bills to reduce no-shows and expedite payment.
  • Secure communications: By complying with HIPAA guidelines, our solution offers the confidentiality of patient information and adheres to healthcare regulations. NEC can execute Business Associate Agreements upon request to address HIPAA compliance.

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