NEC Enterprise Solutions has integrated its CONNECT and ENGAGE cloud services, which are part of the UNIVERGE BLUE portfolio.

The move will provide users with a single application for employee collaboration and customer communications.

CONNECT and ENGAGE together upgrades standard business operations by combining UCaaS and CCaaS into a single pane of glass, which includes voice, video conferencing, file sharing and backup, and a multi-channel contact centre.

“With this merging of a contact centre within unified communications, business communications are simplified and teamwork is improved, while elevating both UX and CX capabilities,” said NEC.

It said customer care agents will get the necessary tools and functionalities to track and enhance communications, while achieving upgraded customer satisfaction and first-call resolution. “From call queues, contact directories and active call routing, contact centre agents are empowered to enhance CX and loyalty,” NEC said.

Availability of the integrated offering will be rolled out globally, starting with the US, followed by the UK, and then the rest of the EMEA region in the first quarter of 2022, with other regions to follow.

“Our newest cloud services offering is ideal for an increasingly hybrid workforce, unifying employee productivity and customer experience management into one application,” said Ronald Schapendonk, Director of Global Marketing at NEC.

“The integration provides smoother workflows and all the collaboration features our end users need for internal communication. Customer-facing employees get advanced voice handling tools and can leverage those collaboration features to work with other employees, ensuring positive interactions with customers,” Schapendonk said.

The unified solution also simplifies administration by providing an interface for adding and managing users with a single sign-on. “During seasonal fluctuations, contact centre operations can add more agents with just a few clicks,” said the vendor.

The scalable platform is aimed at organisations from SMEs to large enterprises.

NEC launched a host of new UNIVERGE BLUE packages back in August, having initially launched in the UK market in June.

 

 



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