Contact Center

All-in-one customer experience platforms designed for growth and flexibility

Better service and satisfied customers

The NEC Contact Center solutions provide you with all the tools necessary to make each interaction between your customers and your business quick and easy. Between improved response times, reduced abandon rates, lower operating costs, and increased revenues, you will see a rapid return on your investment.

Transform your Customer Engagement

  • Improve your customer service – Skills-based routing means callers experience quicker, more efficient service
  • Measure and manage your team – Improve their performance on a daily basis through call activity tracking and reports
  • Keep your customers satisfied – The Callback feature means customers who are unable to hold can leave a message and receive an automated call back – when it’s convenient for them
  • Offers customers a variety of media types – Multimedia Queuing delivers all your communications to your agents in the familiar way calls are delivered and prioritized
  • Motivate your team – Dynamic wallboards encourage healthy competition between agents with performance levels displayed in real-time

Connects customers to the right person

UNIVERGE Contact Center guides callers and routes email traffic to the best suited employee, reducing waiting time and improving staff motivation. Contact Center agents are also provided with additional information, such as the language in which to greet a caller.

Each customer call or email reaches the right person, first time, every time! Every employee, wherever he is, can act as agent while doing other tasks. All agents have access to advanced Unified Communications functions like Presence Management, Instant Messaging, DECT and Mobile Messaging.

Webchat & WhatsApp: cost-effective & productive

With the UNIVERGE Contact Center customer live chat interface you can serve your customers at the moment they are ready for business or at the point where they need support. Webchat is very cost effective as your agents can chat with several people at a time - typically 10 times more people than by phone. And with a full page view history for each visitor, you’ll be up to speed by the time your customers click ‘Chat’.

Integrating with a WhatsApp service provider allows customers to communicate in real time with agents using WhatsApp, similar to Webchat. 

Resources

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