UNIVERGE Business ConneCT - NEC Global
UNIVERGE Business ConneCTAll-in-one Unified Communications & Collaboration,Operator and Contact Center solution
UNIVERGE Business ConneCTContents3Business made Easy4Business ConneCTUnify all Communications Streams and Empower your BusinessOperator612At NEC we understand the important role yourUNIVERGE Business ConneCT, NEC’s all-in-oneBusiness ConneCTcommunication solution plays in supporting businessUnified Communications & Collaboration suite, integratesContact Centerprocesses and building effective relationships withall communication streams in a single view, givingyour customers; being able to connect easily with thememployees easy control over how to be contacted, viacan make or break your business.a choice of devices.Today a variety of methods – phone, conferencing,Business ConneCT adds call control, presence, voice-email, voicemail, WhatsApp and chat – is availablemail, operator and directory services, as well as ato support this. However, managing the variouscomprehensive omni-channel Contact Center to yourcommunication streams efficiently, can be challenging.NEC communication server.Business ConneCTEmployee142At a Glance
Business made EasyClear benefits of UC&COperatorContact CenterEmployeeWhile the benefits of UC&C are clear, its implementa-Deployed around the worldminimal training. Additional features or users can betion is often regarded as complex and tedious. NEC’sDeployed by thousands of customers around theenabled by simply activating more licenses – all softwareUNIVERGE Business ConneCT has been designed to beworld, Business ConneCT is a proven solution thatbased.installed, used and managed easily. Simple and cost-meets the dynamic needs of any organization, smalleffective to deploy, the three user modes – Employee,or large. It enables your organization and employeesOperator and Contact Center Agent – use the same data-to communicate more efficiently and effectively – andEnhanced contactability andcall handlingbase, a common user interface, and are managed from abecome more productive and competitive!Connecting callers to the right person, first time right,central point. These versatile modes allow employees toreduces waiting times and lost calls. Front office andeasily switch between roles. In peak hours e.g. some ofScalable, flexible and robust, it supports many languagesback office application integration ensures well-informedyour office staff or remote workers can act as Operator orto suit each individual and runs on a single or sharedcall handling and personalized, qualified responsesContact Center Agent.server. Its intuitive interface makes it easy to use, withto customer enquiries.3
UNIVERGE Business ConneCTBusiness ConneCTOperatorBetter service and satisfied customersOperatorBusiness ConneCT’s combination of intuitive icons, name directory and messagingNot just an Operatorfacilities, offers professional operator functionality. Queues show where a call isBecause Business ConneCT is an all-in-one solution, all the benefits of Unifiedcoming from: external, internal or rerouted. Before the call is answered, operators canCommunications are also available to operators, while all Contact Center Agentsee which person the caller wants to reach and which colleagues with similar skillsfunctionality is available to operators as well, like Announcements, Callback,are available. The queues allow operators to spot specific callers easily and treatReporting or Supervisor Dashboard.them in a special way (VIPs, returning callers, priority calls, etc.).Cost reduction by a more efficient use of staffIn hotels, Business ConneCT integrates with Tiger and FCS middleware toconnect to a hotel’s Property Management System. This provides real-time infor-With Business ConneCT any authorised employee can act as operator – connectingmation about check-in / check-out status and extensive guest information likecallers, handling messages and locating staff. The single user interface makes it easylanguage and VIP status.to combine operator tasks with other work.Business ConneCT Operator is also available for visually impaired people, allowingBecause any employee can act as operator and can assist during peak hours thisreduces the need for additional dedicated operator staff.4them to work with braille displays, voice guidance and screen magnification software.
Unique operator functionality➊ Internal, external and park queue➋ Calls waiting in queue➌ Current call information➍ Easy Call handling incl. short keys➎ Company, External & Personaldirectory➐ Settings➑ Access to Group Display – BLF➒ Access to Call Recordings➓ Operator Group Statistics⓫ Additional Operator info⓬ Busy Lamp Field (BLF)➏ Coffee break ➐ ➓ ➏➑➒ ➊ ➋ ❸Improved service levels and satisfied customersVIP caller priority, reduced waiting time and the personal, well informed serviceensures an optimal and friendly customer response. The Presence information ofthe destination ensures calls are routed first time right. ⓫ ➍ ⓬ ➎Enhanced productivityThe integrated directory and the intuitive user interface with keyboard shortcutslead to reduced waiting times, faster call handling and consequently morecustomers serviced.Minimal training requiredBecause all roles – Employee, Operator and Agent – have one look and feel, switchingroles is easy. The intuitive user interface ensures a short learning curve, enabling usewith minimal training for everyone – roles is easy for everyone.5
UNIVERGE Business ConneCT?Business ConneCTContact CenterEnhance Customer ContactContact CenterSupporting multiple customer touch points, NEC Business ConneCT Contact Center isin enhancing customer contact and boosting productivity, competitiveness anda rich multi-channel environment that handles email, live web chat, WhatsApp and voicecustomer satisfaction.via a single interface to effectively manage different touch point and multiple channels toprovide an omni-channel experience to customers. Voice calls, emails and webchats areUnique Flexibilityrouted to the best suited agent, reducing waiting time and improving staff motivation.Agents, Supervisors and Contact Center features can be added simply via licenses.Call or email routing are configured based on clock and calendar, on customer specificSkill-based routing ensures calls are transferred to those agents with the best matchedfeatures (language, requested topic, historical data identification), on staff specificskill set. Agents are provided with additional caller information, such as a customer’sskills and availability. Queue announcements give options for immediate or scheduledaccount code, the language in which to greet him/her or any other customer informa-Callback or to leave Voicemail.tion. Each customer call, email, WhatsApp message or webchat reaches the rightAnd what’s more, each employee can act as agent while doing other tasks. The com-person, first time, every time.mon user interface makes switching from Employee to Contact Center Agent modeeasy, while all agents have access to advanced UC functions like Presence Manage-6With support of up to 500 concurrent desktop agents and multimedia routing ofment, IM, DECT and Mobile Messaging. Agents can request supervisor assistance viavoice, webchat and email, Business ConneCT Contact Center is extremely powerfula single click. Supervisors can coach and manage agents by silently monitoring and
barging into live conversations. Customer interaction history is automaticallydisplayed so relevant information is at hand before and during a call. With theBCT Mobile Agent App agents can operate from any location.Monitor and improve your business processBusiness ConneCT’s Contact Center helps your company to manage yourNavigation DashboardFloorplan, Call Tracking,Analysis, ReportingRouted Calls/HourContact Center’s staffing and service levels. Post Call Surveys enable yourcompany to improve customer service, while extensive reporting toolsSystem Monitorprovide insight into performance,costs and trends. The unique softwall-board supports and stimulatesagents or operators at the point ofIndividual AgentCall Volumesaction and can be modified easilyin MS Powerpoint.7
UNIVERGE Business ConneCTBusiness ConneCTContact CenterHave a Chat with your CustomerContact CenterDon't lose customers due to unanswered questions any longer. Get in touch withCost-effective and highly productivepeople on your website and start a conversation that matters. Create a more personalWebchat is very cost effective as your agents can chat with several people at a time.connection with your website visitors, point them in the right direction and increaseTypically one webchat agent talks with 10 times more people than a phone agent.your sales and customer satisfaction.And with a full page view history for each visitor, you’ll be up to speed by the time yourcustomers click ‘Chat’. No surprise that when it comes to sales, webchatters are 4 timesWith the Business ConneCT Contact Center customer live chat interface you can servemore likely to convert than a regular website visitor and average order values areyour customers at the moment they are ready for business or at the point where theytypically 25% higher.are in need of support. You can illustrate your comments by means of a graph or image,and experience shows that with webchat most cases are resolved on the spot.Easy to implement and customizeBusiness ConneCT Contact Center turns any call center, service or support desk intoBusiness ConneCT webchat technology is very powerful and yet simple to install anda highly sophisticated Customer Experience Center.operate. Business ConneCT Contact Center enables you to customize the live chatinterface to match your website and brandstyle. Don’t miss out on this extremelyvaluable addition to your contact center, and include webchat functionality right now.8
The Power of All-in-One Social MediaIntegrating Webchat and Social Messaging into your Contact Center offers yourcustomers utmost convenience and allows them to communicate in real time withyour agents using the application of their choice. This does not only significantlyenhance the quality and success of customer engagement – with typically highercustomer satisfaction and business value – but also increases the efficiency of youroperations.9
UNIVERGE Business ConneCTBusiness ConneCTContact CenterEnhance Customer Loyalty through WhatsApp integrationContact CenterOver 5 billion global consumers use messaging apps daily. Practically all of these would preferto message businesses with their enquiries rather than by other means. Integrating thecommonly used WhatsApp messaging is therefore a major enhancement to any organization’scustomer service desk. Business ConneCT Social media integrates with a WhatsApp serviceprovider to allow customers to communicate in real time with agents using WhatsApp, similar toWebchat. Attachments can be received and viewed by the agent, while emoticons aresupported as well.Complete customer historyIn the agent’s chat conversation window, the date of the message is included and social mediachats including received attachments are stored in the database. Both voice and social mediachats (WhatsApp) are combined in the customer history, so that when a customer contacts theContact Center, the agent will see the complete customer’s history, including WhatsApp andattachments.10
#8Business ConneCT Contact Center – At a glance Single contact point for efficient multi-channel interaction via phone,webchat, WhatsApp or email Get the most out of your agents by integrating their skill set in the differentcall flows Automatically route calls, webchats and emails to agents based on requestedlanguage or serviceVOICE#15WEBCHAT#60WHATSAPP With Callback customers don't have to wait in queue, reducing call abandonment Add agents when you need them most and improve your performance Real-time dashboard, wallboard and reporting provide important optimization metrics Track agent productivity, customer behaviour and service trends Extensive reporting gives the tools to optimize service levels Minimize training requirements thanks to the intuitive user interface and role switching Route important customers always to the same agent Route important customers always to the same agent Agent can pick calls from the queue Customer interaction history Enable your agents to work from any location: in the office, from home or Agent supervisor assistance notification and coaching functionson the road# Illustration: Nr of Customers served (average per hour per agent)11
UNIVERGE Business ConneCTBusiness ConneCTEmployeeImproved efficiency and productivityEmployeeCall efficientlyBusiness ConneCT Employee provides vital information to all employees, such as thename, number and photo of the caller. Any incoming call is instantaneously displayedin a pop-up window, enabling employees to handle the call efficiently from theirscreen. Standard features, such as hold, transfer and end call are just a mouseclick away.Call logA call log provides information on all calls, the last number dialled as well as Voicemailmessages. Calling back is a matter of clicking on an entry in the contact list. And byredirecting calls according to their calendar schedule, employees can be available forcustomers 24/7.12
PresenceVoicemail & MessagingPresence information allows users to check whether colleagues areBusiness ConneCT has built-in Voicemail. Activation can either be con-present or busy. A single view shows the availability of everyone in yourtrolled through the Business ConneCT calendar or through the Microsoftorganization in real time (PC, calendar, phone) and you can contactOutlook calendar. Instant Messaging (and DECT and SMS Text messaging)colleagues the minute they become available.provides an alternative way of contacting a colleague while he or she isMobile ClientBusiness ConneCT’s Mobile Client works with the majority of mobilebusy on the phone or in a meeting. It can also be used by an Operator assoft break-in, while for remote workers it saves communication costs.phones, making them true extensions of the enterprise telephonyDirectory Servicesinfra-structure and giving mobile workers the same familiar experienceBusiness ConneCT provides access to up-to-date and powerfulon their mobile phone as they’re used to on their office PC.directories that also show phone and presence status. Employees cancreate their own personal list of contacts, while external and web-baseddirectories can also be integrated. The Hotkey Dialer can dial any phonenumber in any application on the screen.13
“Improving productivity, efficiencyand customer satisfaction”
GSystems, Microsoft Office versions and security updates.IyeeIMMobilityMulti-partyVideo CollaborationBYODExternal GuestDirectory ServicesplomrEoand ensures you of compatibility with the latest Windows Operatingratlatest release of Business ConneCT with the latest functionality availableBusinessConneCTOpe NEC's Software Assurance program guarantees that you always have theQueueannouncementsCall RecordingMulti-lingualMS IntegrationVoicemailDECT Text MessagingSelective call pick-upIN Business ConneCT is continuously enhanced and enriched to serve userseven better and to align with latest market developments.t a ct C e n t erRTUNIVERGE Business ConneCT All-in-One solution on a daily basis.C onN Over 100.000 customers enjoy the rich functionality of NEC’s powerfulWhatsAppPost Call SurveyWebchatEmail routingSkill based routingIdentification routingOutboundScreen Pop UpsCallbackIVRSalesforce.comP RESEN CEWeb CallbackSoft WallboardG & REPORINTOMOUnify Commmunications &Empower your Business!Interworking ensuredNEC ensures the proper interworking of UNIVERGE Business ConneCT with all present day NEC Communication Servers. Functionality can differ depending on the PBX platform,while not all boundaries can be used to the maximum at the same time. Dimensioning depends on Business ConneCT configuration and call rate.Language versionsThe adoption of Business ConneCT worldwide has led to its support of many languages to suit each individual user. Currently the following languages are supported:Arabic, Brazilian, Chinese, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Spanish Catalan, Swedish, Turkish(This applies to Business ConneCT Operator, Contact Center and Employee. Business ConneCT Employee UCC is available in English only).OperatorContact CenterEmployee15
ilitCloyDiveBuowering thmpeEryenriched lives.udelsafety, security, efficiency and equality of society – enabling people to live brighter, moregsAsinNEC combines its advanced technologies, services and knowledge to help ensure theesValuable Pillars on which to Build the Smart EnterpriseCombining our capabilities and rich portfolios in Communications and IT, NEC canprovide government authorities, individuals and enterprises with solutions that coverthe full spectrum of their operations. The level of integration between NEC’s network,workforce engagement and create a competitive edge. This is how NEC empowersthe Smart Enterprise, and why the Smart Enterprise relies on NEC.isvicesE nt e r prSerCommarteSSmart Enterprises leverage these technologies to optimize business practices, drivemetivoratechnologies – and reinforces the benefits our customers receive.abCollserver, storage and enterprise communications solutions highlights the power of theseunitiesdresusACorporate Headquarters (Japan)NEC Corporationwww.nec.com/univergeAbout NEC Corporation - NEC Corporation is a leader in the integration of IT and network technologies that benefit businesses and people around the world. By providing a combination of products and solutions that cross utilize the company's experience and global resources,NEC's advanced technologies meet the complex and ever-changing needs of its customers. NEC brings more than 100 years of expertise in technological innovation to empower people, businesses and society. For more information, visit NEC at http://www.nec.com10-207-06 Jnauray 2019 - NEC is a registered trademark of NEC Corporation. All Rights Reserved. Other product or service marks mentioned herein are the trademarks of their respective owners. Models may vary for each country, and due to continuous improvements this specificationis subject to change without notice. Copyright 2019. All Rights Reserved.
UNIVERGE Business ConneCT has been designed to be installed, used and managed easily. Simple and cost-effective to deploy, the three user modes – Employee, Operator and Contact Center Agent – use the same data-base, a common user interface, and are managed from
Secondary SIP server for failover SECTION 2 NEC PBX CONFIGURATION This section provides information to NEC's solution providers and NEC Associates for configuring an NEC UNIVERGE SV8300 to connect to an Intermedia SIP Trunk service provider. 2.1 Prerequisites Before you configure the UNIVERGE SV8300, you must have the following
NEC UNIVERGE ST500 MAKE YOUR SMARTPHONE SMARTER Voice & video mobile extension for your smartphone. Using your Apple iPhone, iPad and Android smart devices, the UNIVERGE ST500 enables your native contact lists to make and receive voice and video calls. Simply connect to Wi-Fi or use your mobile data (3G/4G) to handle your calls.
Associates for configuring an NEC UNIVERGE SV8100 to connect to a Intermedia SIP Trunk service provider, utilizing a DYNAMIC configuration. 2.1 Prerequisites Before you configure the UNIVERGE SV8100, you must have the following information available. 2.1.1 SIP Trunking Information from Intermedia Primary SIP Proxy Server IP Address
NEC 3 Professional Services Contract (PSC). NEC 3 Short Contract (ECSC) and Short Subcontract (ECSS). NEC 3 Adjudicator’s Contract (AC). NEC 3 Term Services Contract (TSC). NEC 3 Term Service Short Contract (TSSC). NEC 3 Framework Contract (Framework Contract). NEC 3 Supply Contract (SC).
Dec 02, 2017 · Based on 2017 National Electrical Code (NFPA 70) The Philippine Electrical Code Part 1 2009 Edition was based on NEC 2005 Regularly revised (every three years) to reflect the evolution of products, materials, and installation techniques. NEC 2008, NEC 2011, NEC 2014 & NEC 2017 NEXT NEC REVISION: NEC 2020, 2023, 2026, 2029
UNIVERGE SV9100 The UNIVERGE SV9100 Communications Server is a robust, feature-rich, Unified Communications enabled system that is ideal for small and medium-sized businesses. Its intelligent design helps to solve today's communications challenges and is built to scale as your business grows. NEC offers the SV9100 in two variations to meet the .
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worts, lichens, mosses, algae and fungi also occur. CLIMATE : The abrupt variations in the altitude (elevations) have created diverse climatic conditions. The climate is warm and humid during summer and monsoon season (June Oct.) and moderately cold during winter (Dec. Feb.) at lower elevations. The winter months become more severe as one goes up. Places like Lachen, Lachung and Dzongri areas .
