Unified Communications
Unified Communications For Business
Most Unified Communications vendors have created their product by integrating different pieces of software - often produced by third party suppliers and built on a different code base - into one offering. As a result, they require several servers to run separate products.
NEC has an entirely different approach. Our solutions are truly unified, since they are built from the ground up on a single code base.
UC for Business runs on a single server and brings together presence, unified messaging, mobility, desktop telephony, the contact center, operator console functionality and much more into one application. As a result of our unique approach, UC for Business also provides one reporting engine and one administration environment.
Unified Executive Desktop and Voice Messaging
Key desktop features
Executive Desktop provides advanced telephone functionality such as:
- Telephony Control - Answer, Hold and Park calls from your PC screen using the mouse, keyboard or both.
- Phonebook – three online directories (Global, Personal and Outlook Contacts) gives users access to thousands of contacts, the intelligent search function lets users search for phone numbers using first letters of names or initials.
- Presence – set up quick access to the Phonebook entries by creating Presence one-touch buttons that only require one click to make or transfer a call.
- Extension status – view the status of other extensions in the organization – who is on the phone, out of the office, in a meeting etc and when are they expected back.
- Call log register – view inbound, outbound and missed call details for your extension; access call history and voice messages left by internal or external callers.
- ‘Screenpops’ on incoming calls – Calling Line Identification (CLI) provides the caller’s number, which when matched with an entry in the Phonebook, can display the contact’s name, company name and any special notes associated with the entry.
- Call Screening – Sometimes you’re at your desk but too busy to take calls – unless it’s the one person you REALLY need to speak to. Executive Desktop automatically screens your calls, and lets that one important caller through.
- Mobility simply means being available all the time. Callers can ring your desk phone number and know they’ll get you wherever you are without having to hang up and redial or press a button to be transferred.
- Chat – The ability to chat back and forth with coworkers within outlook.
Executive Conferencing
Most audio conferencing solutions are not easy to use and involve third party providers – adding costs to the telephony bill. ZCC Executive Conference is part of ZCC 5 as a licensed module and provides audio-conferencing for up to 64 internal and external parties. You will avoid costly conference bridges, or additional hardware occupying precious space in your server or telephony platform.
- Save time - Replace group emails with conference calls. The intuitive interface, which includes ‘drag and drop’, lets you avoid email trail delays by adding people into a call on the fly.
- Enable quick decision-making - Resolve issues on the spot. Users can seize the moment if a quick conference call with a number of experts is the fastest solution to an issue.
- Don’t waste time on training - Since conferencing is part of ZCC’s application, all staff are already confident with the intuitive GUI.
- Easy, quick set-up – No more need for 12-digit phone numbers that get lost, forgotten, or misdialed.
- Nobody misses a call – Reminders pop up on everybody’s screen. If you’re out of the office, you simply dial the organizer’s number or office number and you automatically get connected.
- Everybody can get included - Last minute attendees are easily and painlessly added as soon as they call in, even on mobile or from outside the office.
- Easier communications - Staff get almost all the advantages of video conferencing, except the visuals, but in a much more practical and cost effective package.
Unified Operator Console
Your operator is the first point of contact that a caller has with your organization – leaving a lasting impression of your business. Every receptionist however, faces a unique set of communications challenges. They are expected to efficiently handle large volumes of calls that range from time-consuming routine inquiries through to urgent high value transactions.
ZCC provides your operators with superior call handling abilities. Give them detailed information about callers and the staff they are trying to get hold of. Your operators will be able to manage all calls in a personalized and professional manner. Every caller’s impression of your organization will be a positive one.
Key functionality:
- Speed up call processing by giving operators an intuitive graphical user interface.
- Let operators identify and prioritize incoming calls. The Calling Line ID links to screenpop information such as the caller’s name and ‘notes’, so that the operator can offer a highly personalized service.
- ‘Drag and drop’ speed up call processing. Transfer known callers directly to an extension without answering them.
- Presence pages provide information on staff's status and expected return time. Callers are kept informed and are not unnecessarily transferred around the organization.
- Console functionality can be accessed from any PC. You can set up back-up operators anywhere in the organization.
- Calls can overflow to back-up operators based on the caller’s wait time and priority. Reduce caller abandonment and increase customer satisfaction.
- When staff are out of the office, operators can set 'call forwards' and change voice messaging greetings.
- Operator’s can record their conversation with a caller and post it directly into a user’s mailbox.
- One operator can manage calls for multiple companies. Simply customize call priority, ring and delivery for each incoming number.
Unified Contact Center
A Unified Contact Center provides your agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, chat, SMS or phone.
Your agents will deliver a superior performance that has a positive impact on customer satisfaction, your callers' brand experience and revenues.
A NEC solution lets you improve contact center management. Over 200 standard reports help to finetune performance. More importantly though, you will empower your agents by introducing real-time self-monitoring functionality with Agent Desktop - so they can better self manage their workloads.
Key functionality:
- Rich Presence enables agents to see at a glance who is at their desk, who is on a call or out and about, and what their time of return will be. Whenever an agent needs to ‘fetch an expert’ or forward a call to a colleague, it won’t result in caller frustration or ‘voice mail jail’. Roll out Presence across the entire enterprise so that agents can pass on calls or IM with experts who are at their desk. You’ll also create huge time-savings for all other staff.
- Let callers navigate an IVR system so they can move seamlessly between a self-service environment and the contact center. UCB lets callers exit the IVR and be transferred to a queue for delivery to an agent, along with the information collected within the IVR.
- Use Speech Recognition to give your customers intuitive interactions with the IVR.
- Introduce Autodial to automatically dial customers and interact with them on repetitive tasks.
- Create time-savers and efficiency engines like Screenpops and Enhanced Routing. Zeacom’s Plug-in Integration modules easily integrate UCB solutions with your database, CRM system, help desk, voice recording or workforce management applications.
- UCB introduces Call Routing based on Calling Line ID, number dialed or data entered by the caller. Use Skills-Based Routing to connect customers straight away with the right expert. Use Value-Based Routing to connect high-value customers with your top agents.
- Call Routing also enables routing of callers to back-up agents when there’s an overflow, or prioritizing and routing callers directly to a preferred agent or the last agent they spoke with. You can also set up contact avoidance for callers who, for example, haven’t paid their invoices. They can be passed on to ‘Accounts’, accompanied by a screen displaying up to date billings.
- Use Custom Announce (voice and text) to reduce call abandonment by playing customized announcements to callers or advising them of their position in the queue.
- Callback lets your callers be called back – without them losing their position in the queue – rather than wait on the line until an agent becomes available.
- Give supervisors Failsafe System Settings to stop them from watching performance minute-by-minute. The administrator will pre-configure the system so that it anticipates and accommodates peaks and emergencies. Alert Notification will alert the supervisor automatically should an unusual event occur, so they can respond and take instant action using a range of options.
- Network multiple contact centers to extend your hours of operation and improve the management of calls volumes across your entire organization.
- Use NEC’s ISDK Toolkit to create customized integration with your other systems and applications.
A NEC Unified Contact Center provides a full complement of award winning functionality.
- Networked Voice Messaging and Networked Presence.
- Email Queuing Exchange, Email Queuing Desktop SMTP.
- Fax Queuing, Fax Messaging.
- Web Chat Queuing, Web Callback Queuing.
- Operator Console.
Unified Fax Messaging
Fax Messaging is the final component to complete Zeacom’s Unified Messaging offering.
Unified Messaging can be defined as an advanced message management solution that covers all media types: phone, email, voice messaging and fax. It allows access to any message from any application, at any time.
Unified Messaging creates a single infrastructure for managing multimedia contacts allowing users to access their messages via whatever mechanism they prefer, or is convenient for them at the time.
Fax Messaging provides management of fax traffic from within Console, Desktop or Unified Messaging. Fax Messaging allows the traditional phone call management features and tools provided by the Messaging suite to be applied to fax media. Faxes can be viewed and printed in Console, Desktop or Microsoft Outlook.
Executive Mobile
ZCC Executive Mobile makes it easy for road warriors to stay in touch with all their key contacts. You can handle your communications as if you've never left the office.
Executive Mobile brings the best in Unified Communications to the mobile phone. Whenever you're traveling, you can save time, be more efficient, and stay in touch with the business and your most important contacts - at all times. You'll handle your communications as effectively as possible.
You can see if your colleagues are available for a call, on the screen of your mobile. Connect by pressing a button or, if they're away, ask them to call you the moment they get back to their desk. They can contact your mobile with a single click.
