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v.8.1Unified communications and contact centre applicationsUnified Communications for Business (UCB)th.nec.com

Communication solutions thathelp you build better businessrelationships.Summary A powerful unified communications and/or contact centresolution. Easily customised for individual business requirements.Increases efficiency for higher productivity and costreduction. Provides contact centre and operator tools to address theneeds of an organisation or department with their unique Unified communications modulesOperatorThe operator console is a highly functional call managementsoftware application. UCB v.8.1 introduces an updated, sleeklooking operator console.Mailbox UserStandard voicemail functionality is enhanced with unifiedmessaging and calendar automated greetings.requirements.UC UserSupports mobile and remote workers.Users at all levels can manage their phone calls, voice and faxImproves customer service and loyalty.messages (requires UC Fax module) from their PC in a separateIntegrates with the communication platforms of NEC andclient or alongside emails from within Microsoft Outlook.two of our key technology partners, Microsoft and Cisco.Mobile UserThis application is available on the Apple iPhone andOverviewNEC understands the important role communications playin building and maintaining your business relationships.How effectively you communicate with customers, resellers,key suppliers and business partners can be the differencebetween business won and business lost.NEC’s Unified Communications for Business (formerlyQ-Master or Corus) are streamlined, easy to use applicationsthat can be tailored to meet the needs of almost any sizebusiness.The solution is able to integrate contact centre functionalitywith unified messaging, rich presence, mobility, desktoptelephony applications and back office ERP or CRMapplications.Unified communicationsThis modular solution is suited to all users inside a business,with presence and voice messaging the underlying functionalityfor all modules.2Android models as a free downloadable application fromtheir respective online stores, but can only be activated witha Mobile User license. Users can control their own profilepresence, listen to voicemails, search corporate directories,check call history and review colleague presence.UC FaxUC Fax offers secure, reliable fax direct to and from thedesktop. This provides the management of personal or officefax traffic for operator, UC or agent users.

UCB v.8.1Unified communications benefitsContact centrePhonebookStore up to 10,000 phonebook entries, making it easier for thecontact centre, receptionist and/or UC user to handle calls.Contact centre modulesOperator quick findAgentsEnhanced searchability and contact tagging, allowingDeliver calls with intelligent, flexible skills-based routing.receptionists to easily locate staff in the local directory, basedThe agent desktop interface lets managers view real-timeon customisable categories.information on queue and agent performance. From v.7.0 theGateway for Microsoft Lyncagent interface has been enhanced to become a clean, modernThis module is an excellent opportunity to maximise previouslooking, lean footprint and context aware interface calledNEC PBX investments by integrating into Microsoft LyncTouchPoint.IT environments. This gateway is included in the v.8.1 coreAnnouncementslicense. In pure Microsoft Lync communication serverAnnouncements will only be limited by PBX capacity. Queueenvironments the application can integrate directly withoutprogress announcements have been proven to significantlyadditional gateway modules.reduce abandonment rates in contact centre environments.MobilityThese are part of the v.8.1 core license.Users can seamlessly manage their in and out of officeCallbackcommunications. They can hand off calls from desk phone toCallback gives callers a choice. Offer them the option ofmobile and manage all voice messages from a single mailbox,leaving a message to be queued in their place for agentproviding calendar-activated current greetings for all callers.callback, eliminating the frustration of waiting in a queue.FAX to PDFInteractive Voice Response (IVR)UC users, agents and operators can now save faxes as PDFA total solution that integrates an organisation’s telephonefiles from their application (plus JPEG, BMP or TIFF formats).system, computer infrastructure, databases and businessDesk-to-desk chat between staffapplications, to empower customers and maximise resources.This includes multiparty and networked chat betweenOutdial QueuingOperators, UC Users and Voice Agents; internal chat can beAgents can either be set up in dedicated outbound queues orarchived.you can blend delivery of inbound and outbound calls.3

UCB increases efficiency for higherproductivity and cost reduction.displays, showing originator, contact details, time spent waiting in the queue, etc.Make a difference to customer serviceFax QueuingUsing customer information and skills-based routing; callersMulti-Channel QueuingEmail QueuingIncrease customer satisfaction by ensuring that email requestsare handled quickly and efficiently. Queued emails displayin the agent desktop exactly the same way that other mediaYou can now queue, deliver and respond to faxPrioritise the handling of high value customers.Minimise operating costs.Better manage information.Increase staff productivity.Improve response times.Manage all customer contact points in one solution.are directed to the agents best able to help them, quickly andcommunications more efficiently.efficiently.Web Chat QueuingTransform your call centre into a contact centreConsumers browsing your website can get real-time assistanceby clicking a button to chat with your service reps.Web Callback QueuingIf a consumer is browsing your website after hours, ordoesn’t wish to incur a call cost they can simply request asuitable time for someone to call them back.Activity QueuingAutomatically queue and deliver a wide range of data itemsinto tasks for your agents to action. Eg. work orders, troubletickets, scanned letters or forms, security alarms, or diagnosticinformation. Depending on the server database or back-endIntelligently manage all contact multi-channel types in a single,fully integrated solution. This includes web chat, web callback,fax, email and activity queuing. Take advantage of “MultimediaAll” licensing to provide agents with multiple customerinteraction points.Unparalleled control at your fingertipsAll your contact centre operating parameters are adjustable,allowing you to make changes in real time.Lower call abandonment ratesWith customised announcements and caller specific options,more calls stay in the queue and are delivered to agents.system to be accessed, the UCB contact centre applicationcan be integrated via Open Database Connectivity (ODBC) orby using a proprietary Application Program Interface (API).Social MediaCapturing social media opportunities provides evidencebased insight and foresight into an organisation’s productsand services. Get alerts sent to your contact centre eachtime your business rates a mention on the web and haveBusiness intelligenceCustom ReportingCustomise reporting data to suit your business needs/KPI’s, orincorporate contact centre data with your existing reporting orbusiness intelligence infrastructure and information.your agents appropriately manage the communications thatReal-Time Statisticsresult. Combining social media into your contact centreReal-time contact centre statistics show agent, queue or 3rd-helps an organisation accelerate and deepen their customerparty data, including display of alerts. Sites can run UCB’srelationships within the context of the competitive landscape.browser-based Snapshot (on LCD screen), user specific PCclients and/or existing LED wallboards.Contact centre benefitsQuality Management Suite (QMS)The recording and evaluation of calls may be required for4Managing customer experiences is vital to your contactlegal, compliance, quality analysis or coaching and trainingcentre’s success. UCB enables you to:purposes. Observe business processes, improve customer service, and resolve customer disputes with proven contactEnhance customer service levels.Lower abandonment rates.centre software. This module supports the recording of IPvoice interactions.

UCB v.8.1The QMS suite of applications include: Call Recording: interaction recording and monitoringsoftware. Agent Evaluation: call scoring and agent coaching forcontact centres. Computer Recording: desktop computer recording andmonitoring software.SurveyThis module automatically routes participating callers to acustomised survey at the end of an interaction with an agent.The graphical user interface lets you design a sequence ofquestions. Touchpad responses provide measurement andreporting of customer satisfaction. V.8.0 incorporates web-Workflow integrationsWorkforce Management IntegrationMaximise your resources by pulling contact centre data directlyinto Workforce Management tools for agent adherence and/orworkforce staffing statistics. Supports a choice of interfaces,for example: Aspect, Symon, TotalView, Verint, or genericWFM.Media ExtractionExtract pre-defined media (web chat, email and fax transcripts)to an external storage database, enabling the archiving,filtering and viewing of interactions.based surveys for measuring email and chat interactions.Call Recording InterfaceSurvey reports can incorporate all of these communicationThis module supports the integration to 3rd-party call recordingchannels.systems for compliance and/or to monitor and evaluateagent performance. Supports a choice of interfaces such as:Business process automationCallCopy, eTalk, Eyretel, HigherGround, NICE, DiMetro or ageneric voice logger.IVR - Third-Party InterfaceToday, customer service extends beyond the four walls of theConnect your UCB application to your existing IVR solution,contact centre to include marketing, back office and otherallowing calls to be queued and routed in the UCB system.service organisations. UCB applications have the ability tointegrate with back office systems to bring disparate tools/CRM integrationssystems together for effective customer service outcomes.This module supports the integration of agents with CRMscreens and data, enabling screen-pop of CRM screens anddialing from CRM phone number data. Integrations include:AS-400, ESP Online, Fiserv, Goldmine, Heat, MS-CRM(Dynamics), NetSuite, Pivotal, Remedy, Salesforce, SalesLogix,SAP, SendKeys, Siebel and Symitar.5