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Customisable and scalable solutions with enhanced functionalityNEC Contact Centres (Genesys)On-premiseor CloudSolutionsNEC Australianec.com.au

NEC supports more than10,000 Genesys-based agentseats in Australia.NEC Australia overviewNEC’s Genesys capabilityNEC Australia is a leading technology solutions companyNEC is a leading integrator of Genesys contact centre solu-with over forty years’ local expertise and the backing of NECtions. NEC is able to deliver customisable and scalable solu-Corporation, a global leader in ICT solutions and services.tions that link with a customers’ existing business infrastruc-Our solutions and services include: IT applications andsolutions development, unified communications, complexcommunications, contact centre applications, networksolutions, display solutions, identity management, researchand development services, systems integration andprofessional, technical and managed services.ture. The solution can be integrated with existing tools to assistin workload management. Genesys solutions supported byNEC, provide organisations with powerful customer management tools and a truly integrated business solution.NEC & Genesys at a glance. Genesys overviewGenesys was founded in 1990. Among its early innovationswith the deployment of the first Genesys system outside acarrier environment for the Australian Tax Office. keeping skills up to date with ongoing training and engineerdelivered customer information with telephone calls to improvere-certification.customer service and reduce the time needed by agents toagent productivity. or customer value. It moved towards an integrated suite ofand offers escalation management back to the Genesysglobal support organisation. support, IVRs (Interactive Voice Recognition) or voice portalsNEC supports Genesys solutions across multi-vendortelephony environments.customer service solutions to provide more insight into andcontrol over contact centre operations, including multi-channelNEC runs its own instances of Genesys in Melbourne andSydney to assist in Level 2 and 3 fault resolution supportGenesys built on its market-leading CTI solutions to deliverintelligent customer interaction routing based on agent skillWe have a highly trained team with many years ofexperience in Genesys solutions. NEC is committed towas Computer Telephony Integration (CTI), which effectivelyhandle inquiries - saving companies money by increasingOur relationship with Genesys began in Australia in 1998 NEC is a multi-award winning Genesys partner, havingbeen awarded Genesys APAC Partner of the Year andfor self-service, and workforce management.Genesys Partner of the Year for Australia & New Zealand. NEC supports more than 10,000 Genesys based agentseats in Australia covering more than 50 sites via supportcontracts or managed service agreements. NEC offers Genesys on-premise or Cloud solutions thatbest meet customer needs.2

NEC Cloud Contact CentreReliable and secureNEC’s redundant Data Centre infrastructure and networkresiliency exceeds the availability of on-premise solutions.In addition to traditional deployments where the customerSystems are maintained and monitored 24/7/365.manages the solution on their own premise, NEC can alsoScalable for rapid deploymentprovide Genesys contact centre solutions via the Cloud.NEC’s Cloud Contact Centre Solution is a hosted, on-demandsolution that empowers your organisation to deliver serviceexcellence, through multiple channels of customer contactsuch as phone or email. Anyone in your business network canbe transformed into an agent – all they need is internet accessto extend their office infrastructure (via MPLS) and a phoneline.The solution provides businesses with the ultimate flexibilityto rapidly scale operations up or down as required; this isespecially beneficial to businesses where contact centrerequirements are seasonal or event driven. Your agents willbe up and running quickly – taking orders, providing aftersales support, responding to marketing campaigns, and mostimportantly of all, managing all of your customer relationships.Benefits of NEC’s cloud-based modelCost effectiveCosts are predictable and easier to manage with a shift fromcapital to operating expenditure (CAPEX to OPEX). Enjoypowerful customer service capabilities without softwareA major benefit of services via the cloud is the ability to rapidlyramp up or scale back requirements without technologychanges. Confidently subscribe to only the amount of capacityneeded without restricting future growth. The provisioningof new sites is much quicker as the majority of your systemis already in place. The design also supports multi-siteoperations. Agents can be located virtually anywhere using aninternet browser and a SIP phone.Real-time performance monitoringThese capabilities provide real-time monitoring and statusupdates. Real-time statistics can be displayed on a screen orwallboard. Application alerts can be enabled to highlight a lossof communication. When customer defined service levels aremissed, alerts are automatically triggered.Simplified self-administrationContact centre managers or supervisors have the ability toadd or edit agent parameters as required. The web-basedGenesys Administrator Extension makes it easy to setup andmanage agents, update skills and skill levels, report on keymetrics, change announcements, edit business hours, deployapplications, monitor applications and much more.and hardware limitations or installation and maintenanceoverheads.3

NEC Australia is a multi-awardwinning integrator of Genesyscontact centre solutions.Genesys productsContact Centre SoftwareRoutes, manages, integrates, and orchestrates inboundand outbound customer interactions across voice and otherThe Genesys product suite can deliver a number of commonchannels.functions across modules. These may include:Genesys Voice Platform Links personalised self-service IVR software with applications,The consolidation of customer interactions acrosstime, mobile and traditional channels for consistent conversations and superior customer experiences.Outbound and Predictive DiallingWorkforce Management by reducing staffing costs,Streamlines customer outreach with personalised notificationsimproving productivity and protecting service levels and theand/or live agent contact.customer experience with forecasting and scheduling. Delivers relevant reminders, notifications, contacts or updatesmaintaining employee skills so they have the right skill setsto sustain the customer relationship.Genesys SIP, which extends the contact centre acrossthe enterprise with IP connectivity, pooling resources forcapacity and flexibility. Proactive ContactSkills Management by proactively assessing andto handle work streams to best serve your customers. speech recognition and agent assistance.Genesys Mobile Engagement functionality, connecting livesmart phone applications to enhance the mobile customerexperience.Contact Centre & IVRGenesys DesktopEmpowers agents and knowledge workers with information,processes and applications to manage customer conversationsacross channels.Open IntegrationsEnable rapid integration of the open Genesys platform withother solutions, including legacy applications.Social Media Customer ServiceUsing Genesys Contact Centre and IVR you can build andWhen customers talk about your company on social mediamaintain a proactive and responsive customer servicechannels, you need to be part of the conversation. Genesysenvironment, create an intelligent customer front door thatSocial Customer Service solutions automate the processes ofdelivers personalised self-service, add a seamless transitionlistening to what people are saying, analysing posts, prioritisingto agent assistance and proactive customer engagement asand routing them to the right people. You can then respondneeded.in the right way to strengthen the customer relationshipGenesys contact centre solutions apply rules-based routingand orchestration, integrating all interactions into a unifiedview of the customer. With centralised management andand brand. By integrating social media interactions acrossmarketing and customer service, you can maintain a singlecustomer service conversation.reporting, you can continuously improve the IVR and customerSocial Engagementexperience.Integrates social media with customer support for responsive,accurate and consistent customer interactions.4

Workforce Optimisation andPerformance ManagementText AnalyticsAllows you to understand the true meaning of conversations viaemail, chat and social media.Excellent customer service doesn’t just happen - it requiresGenesys Coachingconstant measurement, analysis and optimisation. GenesysIncreases the efficiency and effectiveness of your coachinggives you all the tools you need, from assessing andwith analytics-driven targeting and automation.maintaining employee skills, tracking customer experienceacross channels and monitoring performance in real-timeto ask customers their opinions using surveys. Armed withthe Genesys Workforce Optimisation and PerformanceManagement solutions, you can be sure that you are deliveringoutstanding customer service.Web Customer ServiceYour customers use email, chat, and text messaging in theirdaily lives. You need to engage with them on all of theseonline channels, without losing track of the conversation.Interactive InsightsGenesys Web Customer Service Software enables cross-Delivers a complete picture of customer experience and agentchannel conversations for a consistent customer experience.performance, unified across channels and operations.By creating a single conversation record over different timeAdvisorGives managers real-time insight for performance managementand fast issue resolution.Quality ManagementMeasures, manages and reports on end-to-end customerservice and employee performance.Voice of the Customer & SurveyTracks customer opinions and loyalty with configurable surveyslinked to customer interactions.Speech AnalyticsEnables you to understand the true meaning of voiceconversations and act on the insights.periods - across phone, web, and mobile channels - youcan improve the customer experience while streamlininginteractions.Email, Chat & Co-BrowseEngages with customers by integrating email, chat and webcollaboration.Genesys SMSSupports mobile customers with SMS or MMS messaging fornotifications, alerts and support.Genesys Web Call-backImproves customer satisfaction and reduces hold times byletting customers schedule call-backs at convenient times.5