Are you looking to move your communications infrastructure to the cloud?
Download today the IP Telephony and Unified Communications System (Cloud and Hybrid Solutions), a free whitepaper / eBook from independent consultant David Stein of Stein Technology Consulting Group that offers the unique chance to examine cloud and hybrid cloud solutions based on actual vendor RFP proposals.
Download and share this information rich eBook with your decision makers so they can also understand NEC’s leadership position in cloud and hybrid cloud migration, the value of a cloud-based UNIVERGE® Blue solution that is backed by NEC’s more than 117 years of expertise as a leading technologies and services provider.
UCaaS/Hybrid RFP & Review IP Telephony and Unified Communications System
There are significant differences in offerings from the major vendors in terms of architecture, functionality and total cost of ownership. IT organizations are encouraged to work with their business units to understand their unique requirements and to articulate these in an RFP or other formal procurement vehicle.
Why should we care about an airport phone system? In the world of Aircraft Rescue Firefighting (ARFF), the crash phone system is the most primary lifeline for mobilizing its First Responders to an emergency situation.
A crash phone system is used only in case of emergency alerts, for the deployment of response teams to a potential safety threat, or to an actionable emergency firefighting scene. The crash phone system is the critical first step in real-life situations where the key concern is survivability.
The Need for Speed
The Atlantic City International Airport crash phone was located in the control tower and accessed only by air traffic control personnel, operating on an old copper wire system. Rainy days sometimes affected the copper connections, and the sound could be scratchy and unclear.
To fully understand the importance of the crash phone system to an airport, you should first know that the FAA has a very tough “3-minute rule” for response time when they inspect every commercial airport in the USA. This means that one second after the crash call, the airport’s crash vehicles (carrying at least 3,000 gallons of water each) have less than 3 minutes to arrive at the target—that’s midway on their longest runway—suited up, ready for business , with water turrets visibly deployed!
The consequences of failure can get serious for airport operations. An airport can be fined by the FAA (recently as high as 3.5 million dollars) for non-compliance to federal safety regulations, and it can even lose its commercial certification and all future commercial revenue.
Since the FAA Technology Center is actually housed at the Atlantic City International Airport, this particular airport’s training and levels of compliance are especially scrutinized.
ARFF training maneuvers are a necessary and continuous part of airport life– not just for FAA inspections, but for the team’s daily emergency readiness. With this much at stake, a crash phone call—even during a training run, can never be unclear or unavailable.
“What is the nature of the emergency?” “Where is the aircraft?” “Number of souls on board?”
With so much depending on that phone call, it has to be reliable and crystal clear, every time.
Addressing these concerns, the Atlantic City International Airport had determined that its outdated, crash phone system was becoming increasingly unreliable, and they required more network flexibility, preferably with redundancy and back up deployment measures.
NEC’s Smart Enterprise solution, the Airport Emergency System, transformed this customer’s critical communications crash phone system with the simple installation of a high availability UNIVERGE solution, moving it from weather-affected, trouble-prone and often “dirty” sounding copper wiring, onto their fiber optics network. Now the alert can be originated from multiple locations, putting the tower into immediate conversations with fire stations, airport operations, and other response personnel, and instantly bridges 2 to 32 stations together into a conference call. Their new system meets FAA requirements, is dependable (24/7), easy to use, and also cost efficient and easy to maintain, which had not been so with the old system.
The Back-Up Plan
The South Jersey Transportation Authority (SJTA) operates in a situation common for many airports. Strategically located within reach of surrounding municipalities, Atlantic City’s airport firefighters are responsible for both aircraft rescue/firefighting and responding to fire emergency alarms in the nearby communities. ARFF teams are trained to handle aircraft, property and structural firefighting, and even EMT calls—however, since the old crash phone system only allowed initiation from the control tower, it was accessed only by busy air traffic controllers. NEC’s solution provided Airport Operations with secondary initiator access to the crash phone system, as an emergency back-up to the tower. Multiple initiators in a back-up plan ensures fast, dependable mobilization–to municipal fire scenes as well, when seconds also matter.
Expanding the Network
Lastly, but certainly not least, the new system is scalable. Additional phone lines within the old system required a major effort and the “pulling of copper”. Today, NEC’s cost effective solution allows extensions to be easily added to the crash phone system, to expand communications within the network with minimal effort and expense.
For this Smart Enterprise airport customer, NEC’s answer was actually a low cost IP communication system that is a simple, out-of-the-box, “off the shelf” solution. The NEC Airport Emergency System on a high availability UNIVERGE platform was simple to install and easy to use and maintain, yet extremely reliable and flexible. This basic communications platform met FAA requirements, and continues to allow fully engaged coordination of airport emergency teams for response that is faster and better informed.
After all, NEC’s mission is all about bringing together the very best available Smart Enterprise solutions for our customers, to orchestrate a brighter world – and a safer one.
Every year there are always plenty of fresh predictions and industry trends brought forward and discussed. They make for interesting reading, and beg the question – are they really predictions or are we just susceptible to the power of suggestion?
Many predictions have solid backing, such as Gartner’s Top 10 Strategic Technology Trends, announced at the Gartner Symposium / ITXpo. Gartner defines a strategic technology trend as one with the potential for significant impact on the organization, including a high potential for disruption to the business, end users, or IT; the need for a major investment; or the risk of being late to adopt. They look at trends that will impact an organization’s long-term plans, programs, and initiatives.
For 2016, Gartner predicted the following trends:
The Device Mesh
Ambient User Experience
3D Printing Materials
Information of Everything
Advanced Machine Learning
Autonomous Agents and Things
Adaptive Security Architecture
Mesh App and Service Architecture
Internet of Things Platforms
In another set of predictions, No Jitter showcased the top four UC predictions for 2016. These included:
When we read some of the trends and predictions, they almost seem too good to be true. It would appear that technology is moving toward almost an AI state where we can rely on it for everything. Science fiction aside, the one constant we do see is how technology improves the lives of those in business, communities, government entities, law enforcement, and individually at home and school. What we see is that all these trends have a common thread, one that we believe is critical to consider with every innovation we create at NEC – effective communication, collaboration, and orchestration of lives using Smart Solutions to improve and enhance every aspect of our lives.
For example, when adding UC to Workforce Management, contact centers are even more empowered to provide excellent customer service. If you combine Unified Communications with SDN, you have a powerful system that not only ensures your employees are communicating in a more efficient manner, but the system is now able to align itself with any traffic, making disaster recovery or even challenging inclement weather much easier to overcome.
Biometrics is another solution that has so many applications to positively impact our lives. Whether it’s the ability for law enforcement to rapidly and correctly identify a bad guy on the spot, or retail establishments to provide their customers with an amazing experience, biometrics will impact a multitude of industries, improving customer experiences and empowering the forward momentum of the Internet of Things.
Information is at an all-time premium, as businesses move toward more efficient and effective operations. When combining SDN with our server technology, our clients now can focus on their business needs and let the technology support the flow of data in an efficient manner to ensure constant access and improved uptime.
Of course, when you think about the Information of Everything, it is important to include data analytics as a foundational element. According to Gartner, by 2020, 25 billion devices will be generating data about almost every topic imaginable. There will be an abundance of data, but how do you make sense of it? Data analytics is no longer a single solution to consider, but a necessary component to capture data and provide appropriate information to create actionable results. Those companies that harness the power this data provides will have a competitive advantage.
Speaking of data, companies are not the only ones who have a significant need for big data, analytics, and positive user experiences. NEC focuses on various solutions, such as water leak detection systems; integration support for semantic interoperability into the NEC Internet of Things and Smart City Platforms; and integrated platforms for distribution of grid management, energy efficiency, distributed generation, and energy storage, just to name a few.
Just like Gartner and No Jitter, NEC invests significant effort and resources into research to ensure that solutions we develop will not only meet the needs of our clients today, but also their upcoming needs tomorrow. This serious focus on research and development has been part of the core philosophy of NEC since our inception. We believe that as recognized innovation leaders we can ensure our solutions truly meet the needs of our clients while continuing to keep pace with emerging trends and the expanding capabilities technology affords for the future.
Can you predict technology trends? We believe so—but only by keeping your finger on the pulse of business and societal needs. NEC’s focus on solutions perfectly aligns with the trends we see, combining powerful technology to empower our clients and enhance their lives. Whether providing platforms for significantly improved communication, ensuring improved flow of information through powerful data analytics, or inventing new solutions for society that support a better life, NEC will continue to focus on improving our lives through technology.
Independent consultant David Stein of Stein Technology Consulting Group (STCG) recently conducted his third RFP assessment of 12 proposed premise and cloud-based solutions from eight leading communications vendors. The vendor evaluations, using fictional, but “real-world” RFPs, were critiqued on pricing, solutions architecture, features and five-year total cost of ownership.
If your organization is planning to upgrade its communications infrastructure, especially to a cloud-based solution, this whitepaper / eBook of David Stein’s evaluations will prove to be an insightful resource.
And … leading the pack among vendors was NEC, finishing first, with the highest ranking for TCO, strong marks for architecture and functionality, and excellent value for NEC’s UC and collaboration solution, UNVERGE 3C.
Named Best in TCO ~ Recognized for Architecture & Functionality ~ Acknowledged Excellence NEC and its UNIVERGE® 3C should be considered a candidate when looking for a strategic partner in communications infrastructure.
Download David Stein’s UC RFP and Review ebook for unbiased third-party opinion and a better understanding of his RFP findings. Feel free to share Stein’s ebook with your colleagues so they can see the value that NEC can bring as their strategic communications partner for premise and cloud-based solutions.
As the manager of sales engineer and operations for NEC Corporation of America, I have seen numerous changes in contact center technology, but one thing was the same – technology drove the solutions – until now. We have moved to an environment that is significantly more consumer driven, and those needs drive the solution. What makes this most interesting from the standpoint of contact center technology is that the technology is moving beyond the contact center and into the rest of the organization.
According to Carmela Fairchild, contact center technology expert at dvsAnalytics, workforce optimization is being used in financial areas such as credit collections, for higher education and in hospitality. In all these cases, the uses are beyond a traditional call-center environment. Organizations realized that the amount of data that can be accumulated in the call center could be used to assess customer experience, responsiveness and overall effectiveness of many other departments. For example, a reseller of automotive parts with more than 1,400 locations throughout the United States and Canada realized that call center technology would empower it to record all the phone calls to its small locations, providing actionable data.
We see a similar trend with our customers, and find that there is increasing interest in deploying contact center technology for uses outside the traditional center.
“I used to spend most of my time speaking with contact center executives, but now I spend 90% or more speaking to CIOs and CFOs who realize the power of this solution and how it can positively impact their business,” said Mary Irwin, solutions architect for NEC Corporation of America. “Organizations realize that data can be retrieved via this technology, and that they can provide better customer engagement by routing calls so they are answered, rather than going to voice mail.”
Irwin went on to say, “Tracking the entire organization has become important so they can ensure the right information is given to the right people to do their jobs more effectively. It’s more about solving a business problem rather than tracking call times or other metrics.”
Organizations are focused more on customer engagement than ever before, with an eye to self-service as well as getting answers to questions quickly and efficiently.
Customer engagement is a metric that is here to stay, particularly as consumers become more sophisticated in their technology use and also increase their expectations. So what else is in store for contact center technology?
The Future is About…
“Even with all the best technology and self-service capabilities, I believe that voice will become the de facto standard for escalation. When consumers cannot get what they need by other methods, speaking with a live expert is the next logical step. However, I do see it improving via the use of speech analytics,” said Fairchild.
One trend we all agree on is that contact center technology will start to include gamification. Reasons include:
Agent retention and motivation
Improve operational efficiencies
According to Gartner research, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. Therefore, workforce optimization solutions will need to provide the framework to support the trend.
Multiple media, sometimes called multi-channel or omni-channel, will expand significantly in the years ahead. Virtual queuing, or what we used to identify as “callback,” will become the rule as opposed to the exception. Companies are learning that virtual queuing can vastly improve their first call resolution while keeping customers happy.
For more information on how contact center technology can support your operational initiatives as well as future needs, visit our recorded webinar series where you can learn more about NEC’s latest contact center innovations, why they are so important and which are appropriate for your organization.