Contact Center Features

UNIVERGE BLUE Contact Center Features

Build Relationships with Every Contact

UNIVERGE BLUE provides a powerful, cloud-based contact center solution with capabilities ranging from basic agent functions to premium services. Your Contact Center is the front-line for customer service and satisfaction. Don’t overlook this opportunity to build customer loyalty with anything less than a powerful, flexible solution built for today’s business needs, but ready for tomorrow’s opportunities.

  • SKILLS-BASED ROUTING
  • OMNI CHANNEL
  • REAL-TIME MONITORING
  • HISTORICAL REPORTING
  • CRM INTEGRATION
  • DESKTOP SHARING
  • INTERACTIVE VOICE RESPONSE (IVR)
  • OUTBOUND DIALING
  • AGENT SCREEN POPS
  • SOCIAL MEDIA
  • WEB CHAT
  • SMS INTEGRATIONS
  • LOCATION INDEPENDENT
  • SIMPLIFIED PROVISIONING
  • SMART AGENT WORKSPACE
  • REAL TIME REPORTS WITH DASHBOARD
  • LISTEN, BARGE, WHISPER PART OF ALL SEAT CONFIGURATIONS
  • AGENT MINI-WALLBOARD
  • CALL BACKS–CALLER/AGENT
  • OPEN REPORTING DATABASE

Contact Center Features Available:

  • Omni-Channel Interaction

    Queuing and routing for all incoming communication channels including phone, video, email, chat and more. Seamlessly blended into a single queuing and routing intelligence, all channels follow the same flow and routing rules. All channels are tracked and managed inside a single database, enabling robust reporting of all customer interactions.

  • Skills-based Routing

    Don’t just route customers to the next available agent in a group, automatically connect them to the right individual agent with the skills to address their need. A key advancement in automatic call distributor (ACD) systems, skills-based routing automatically sends customers to a suitably trained agent, reducing wait times and improving customer satisfaction.

  • Automatic Call Distributor (ACD)

    Route incoming calls to specific agent groups based on customer selections, region, time of day or a criteria you create. The ACD system allows you to handle large volumes of incoming calls without long wait times, automatically routing incoming contacts to open agents, removing a barrier to better customer service.

  • Voice Self Service

    With Interactive Voice Response (IVR), your customers have the option to obtain information or perform a task without the assistance of an agent. However, if they choose to talk to an agent directly, they can do so at any time. Create fully customizable IVR scripts to empower your customers to automatically find what they’re looking for.

  • Reporting

    Real-time contact center reporting of all activities are available via the widget-based dashboard. Use standard reports pre-configured out of the box or customize your own. The platform stores data on all contact and agent-related events. Supervisors and call center administrators can easily create, view and share reports from anywhere using a browser. Secure role-based permissions ensure users see only data they are authorized to see. An optional Analyst module can be used to build instant ad hoc reports or to create new standard report layouts complete with Online Analytical Processing (OLAP) operations including filters, drill downs, roll-up, and pivots.

  • Recording and Quality Monitoring

    Selectively record and monitor calls based on factors such as agent profile, group and skills. Full multimedia recording, including screen recording, enables users to store and access all caller/agent interactions in all channels and all media, meeting legal compliance or other requirements. All recorded customer contacts are stored in a database and can be reviewed via the web.

  • Agent Interface

    Contact center agents are provided with a customizable, unified interface for managing all customer interactions. The web-based agent client can be easily integrated with CRM or other critical business applications. Using dynamic code injection, you can add your own business logic and processes to the agent user interface. The agent client also includes a built-in soft phone, or agents have the option of using VoIP or traditional phones.

  • Supervisor Interface

    In addition to the full agent interface, supervisors have a real-time view of all contact center activities and access to historical reports. Supervisors can monitor agents in silent mode on all communication channels and can whisper or barge-in on a telephone and a web call.

  • Outbound Dialing

    A state-of-the-art outbound dialer with campaign management tools and call blending capabilities. Dialing modes include preview, progressive, predictive, and IVR. Dynamically control pacing, enabling compliance with abandoned call regulations without sacrificing agent productivity.

  • Integration Capabilities

    UNIVERGE BLUE Contact Center supports a wide range of integrations with other applications such as CRM and ERP systems. Integration with the Outbound Web-Access is ideal for customers using Microsoft Exchange. Other agent desktop integrations, including social media, SMS, and Web Chat, can be achieved quickly and inexpensively to address the particular needs of your business.

  • As new features are developed, they can be easily added to your service via the cloud with no downtime and no interruption to your operations.

    UNIVERGE BLUE, Your Communications Partner

    With the incredible rate of technology change, capital investments in communications infrastructure is a significant risk. UNIVERGE BLUE takes the burden of developing, maintaining and securing your communications infrastructure to the cloud, allowing you to focus on your core business.

    Cloud Security & Support

    UNIVERGE BLUE lives in the cloud; a multi-tenant, enterprise-grade communications solution that highlights scale, resiliency and interoperability, protected by the latest security technologies.

    • 24/7 support and system monitoring
    • Cutting-edge encryption and security protocols
    • Enterprise-class physical security at all data centers
    • Disaster proof: mirrored backups at multiple data centers

    Current information is always at your fingertips. Connect and empower your people. Stay focused on your business. We’ll handle your communications infrastructure.

    Features

    Built by NEC

    Backed by 100+ years of experience, innovation and infrastructure investment. NEC is a trusted, global leader in communications technology.