In late August, NEC’s annual RESOLVE Plus Conference took place at NEC Corporation of America’s (NEC) headquarters in Irving, TX. NEC’s RESOLVE Plus (Remote Engineering Support of Large Volume End-users) is a subscription program for end users with at least 20,000 end points which provides direct access to NEC’s National Technical Assistance Center (NTAC) for engineering support plus complete software support coverage for NEC platform software and applications through Software Assurance (SWA). The conference brings together members of the program to discuss their existing solutions and NEC’s overall technology offerings portfolio.
RESOLVE Plus members from Vanderbilt University, Tift Regional Health System, JPS Health Network, Phoebe Putney Memorial Hospital, and the Department of Veteran Affairs attended the two-day gathering. The conference agenda emphasized administration of various NEC applications currently running at customer sites in an effort to demonstrate how to increase efficiency. Members were provided expert technical insights on the latest software releases and enhancements leveraging NEC’s application technology to increase work productivity. Additional presentations of particular interest included: NEC Product Roadmaps, an overview of the UNIVERGE SV9500, and NEC’s IT offerings.
The RESOLVE Plus Conference is also an opportunity for members to network, exchange and share new ideas around product implementation and use. Marcus Newman, Manager of Network Services at Vanderbilt University, who values the networking opportunity that the RESOLVE Plus Conference offers, commented, “It is always good to get in a face-to-face setting to hear about challenges experienced by other large customers and how they were resolved, plus discuss our own.” Discussing NEC solutions and the design implementation at other sites provides insights on how to better utilize NEC’s technology and make it more efficient. Marcus added, “The direct interaction with the SWA team, NTAC managers and staff, and product managers helps build relationships that have been very beneficial to us in the past.”
This sentiment was echoed by Walter Niedhammer, Voice Network Team Lead at JPS Health Network, when he affirmed, “The NEC RESOLVE Plus conference provides an opportunity for us to communicate directly with NEC and other top level customers. But more importantly, NEC RESOLVE is a unique relationship that allows us to give and receive direct information and feedback on current solutions, to hear about new products and offerings, and to provide our input on what the group feels would be beneficial to all.”
While NEC strives to make the two-day conference informative and worthwhile to the RESOLVE Community, we also like to have a little fun! Watching the Texas Rangers take on the LA Dodgers Global Life Park in Arlington was the perfect way to relax and network. To learn more about the value NEC offers with RESOLVE Plus Program, fill out the form below.
Learn More RESOLVE Plus Program
Fill out the form today and we will get back with you.
Personalizing the Customer Experience with a Unified Biometric Key
The path to a frictionless, personalized customer experience begins with something unique and individual—your face. Using facial recognition technology, a single unified biometric keyenables a seamless experience as you move through an environment, whether it’s a sports stadium, entertainment facility, airport, hotel or casino. Facial recognition technology is the key that unlocks a contactless customer experience in a wide range of venues and situations. What could be more convenient or more secure?
Recent developments in facial recognition solutions are not only enhancing security in airports, stadiums or hospitality locations, but also making access to public spaces more convenient, effortless and personal for patrons. Today, consumers are enjoying the speed and security of unlocking their phones using facial recognition, without the bother of passcodes. These demonstrable user benefits have made face-driven technology more common and acceptable as a secure and time-saving part of our day.
Increasingly, consumers are looking for this same easy, contactless and convenient experience in other areas of their daily lives. Benefits of biometric technology are applicable to other situations that require secure access and easy transactions. Here are a just few ways NEC, a leading global provider of Advance Recognition Systems technology, is changing today’s customer experience through facial recognition.
Everything from dropping your car off in a parking garage, entering the gate, purchasing concessions or swooping into a VIP suite is made easier by using a unified biometric key as a virtual parking pass, wallet and secure entry ticket. Guests no longer need to juggle parking permits, paper tickets, cash or credit cards. They don’t even have to remember where they stored their electronic tickets or try to recall app passcodes or loyalty numbers. Best of all, no more waiting in long, annoying lines. Let’s be honest, who wants to wait 20 minutes just to buy a water at the concessions?
Personalizing the Customer Experience Yields Positive Results
From the point of view of a sports venue, hotel or theme park, facial recognition solutions enhance the customer experience and can have a positive impact on the bottom line as well. Some examples include:
Providing concierge alerts when a VIP enters a facility
Enhancing guest services protocols
Providing crowd density estimates to allocate staff more efficiently
Offering opportunities for personalized sales and services on site
A single unified biometric key triggers concierge alerts when a VIP enters a hotel or casino, prompting enhanced guest services and special offers to the valued patron. Front-desk staff can greet returning loyalty guests by name, further personalizing the check-in experience.
Stadium VIP patrons enter suites seamlessly using facial recognition. Enhanced services are delivered in a more personalized way. Theme parks quickly admit season pass patrons through the gates using facial recognition, with the ability to provide special offers and services geared to loyal guests. Often the technology can be integrated with and deployed using existing venue systems, making the installation an even easier, more cost effective situation.
Since customers’ purchasing during an event is faster using a single unified biometric key, this increases the number of transactions that can be processed in the finite duration of an event. Not having to bother with cash or credit cards speeds up purchases and enables staff to serve more customers more quickly.
Facial recognition technology also captures crowd estimates at venue entrances, concession areas, hotel lobbies or retail areas so additional staff can be deployed immediately where they are most needed.
On-site offers can enhance the customer experience. Facility managers don’t really know who is attending a sporting event or musical performance. They know who bought a ticket, but not much information about the purchaser. Facial recognition provides real-time demographic data about attendees or guests to enable a venue to further shape the customer experience with on-the-spot offers and services.
For instance, if a stadium has facial recognition data that shows it has a large percentage of young men ages 21-29 in attendance for an event, it can prepare by stocking more beer at the concession stands, or change the advertising on retail shop displays to appeal to this demographic, or even alter music choices in the common areas.
Marketing partners and sponsors are able to curate offers in real time to appeal to a certain type of guest—enhancing the customer experience and positively affecting brand recognition and potential sales as well.
Transforming Transportation Processes
Stadiums, theme parks and hotels are not the only facilities being transformed into more efficient and secure places. The transportation industry is also seeing new uses for NEC’s facial recognition technology, considered to be the world’s best in search speed and accuracy according to the National Institute of Standards and Technology (NIST).Transportation should be about getting to your destination quickly and with as few problems as possible.
Today’s airports are busier, more congested and more stressful than ever. According to the Bureau of Transportation Statistics, more than 821 million passengers boarded U.S. airline flights in 2016—and with the demand for air travel expected to double over the next 20 years, this will certainly make for some very crowded airports.
In the United States, facial recognition technology is being tested to permit passengers to board flights quickly, and also for fast access to airline lounges. Since the Customs and Border Protection (CBP) agency started testing NEC’s NeoFace® Express facial recognition solution in U.S. airports in 2016, it has registered a success rate of close to 99%. Other airport-related potential uses of a single unified biometric key include: passenger check-in counters, bag drops, in-airport entertainment, boarding, retail and monitoring baggage claim areas.
The cruise ship industry is finding that a single unified biometric key can be used for everything from terminal queue management and effortless check-in to frictionless embarkation and debarkation, and for seamless payments and onboard purchasing.
Enhancing Security Through Technology
Security concerns have invaded almost all aspects of our lives in recent years—from travel to entertainment and sporting venues to retail spaces. Unfortunately, when people gather in public places, there is automatically the awareness of an increased threat, forcing security concerns to be uppermost in our minds.
Our reality is the tension between the heightened focus on keeping public places safe while not having a negative effect on the actual customer experience. The ability to create an excellent customer experience requires balancing both efficiency and security. Authorities responsible for the safety of public places are extremely concerned, and debates over how best to address security concerns are ongoing. At the same time, increased usage of facial recognition in consumer products is making the technology more acceptable as consumers recognize the convenience it provides: frictionless, personalized and secure experiences.
Solutions that combine surveillance cameras with facial recognition software can elevate the level of public security in airports, stadiums and other public places. Also, enterprises can ensure only authorized personnel have access to their facilities, while retailers and sports and entertainment venues can secure their facilities and protect their customers.
Changing the ‘Face’ of the Customer Experience
Deploying a single unified biometric key based on facial recognition technology helps deliver a superior guest experience. Our unique face is rapidly becoming the universal key to replacing our usernames, passwords, paper tickets, parking permits, payment options and even more.
Whether at a stadium or a major transportation facility, NEC’s Advanced Recognition Systems solutions are at the forefront of reinventing the customer journey by melding the optimal combination of convenience and security.
When U.S. Army Major Eric K. King (Ret) carefully stepped out of the vehicle on a typically hot Texas day in July, no one could imagine the range of thoughts and emotions going through his mind at that moment. There were TV cameras and a crowd of people he had never met all gathered on a vacant residential lot in Irving. He shook the hand of Irving Mayor Rick Stopfer. He shook hands with Texas State Senator Kelly Hancock. And as he made his way toward the tent set up with chairs and a podium, we know of at least one thought going through his mind that he verbalized later. “I wasn’t prepared for this.”
Maj. Eric King was standing on the spot where his home would soon be, a mortgage-free home made possible by Operation FINALLY HOME and community partners including the Dallas Builders’ Association, Winston Homes, the City of Irving and NEC Corporation of America, among others.
Major King served in the U.S. Army for 16 years. His deployments included three combat tours – two to Iraq and one to Afghanistan. The first combat deployment was to Iraq in 2004 where he served as an Infantry Rifle Platoon Leader. He knew his life had changed after he survived several Improvised Explosive Device (IED) attacks, ambushes and gunfights while watching other soldiers lose their life or be critically wounded. King received many commendations, including the Afghanistan Campaign Medal, Iraq Campaign Medal, Combat Infantryman’s Badge, Two Bronze Star Medals and many more.
Like many combat soldiers, King suffers with post-traumatic stress disorder (PTSD). The effects of his brain trauma and other serious injuries are constant reminders of his combat experiences. Medical treatment and physical therapy allow him to walk with the assistance of a cane, but he depends on a primary caregiver, a sister he lives with, and his parents to help him and his three children. However, his many challenges have not prevented him from wanting a key part of the American dream: home ownership.
Maj. King contacted Operation FINALLY HOME, a national, non-profit organization dedicated to providing custom-built, mortgage-free homes for wounded, ill or injured veterans, surviving spouses and their families. To date, Operation FINALLY HOME has over 250 home projects completed or in planning in 33 states. The charity works with various builder’s associations and member builders, corporate sponsors, and generous donors to fund each project.
NEC Gets Involved NEC Corporation of America supports various charities and organizations through its philanthropic nonprofit organization, NEC Foundation of America. The Foundation’s mission is to contribute to the creation of social value and help advance human potential through technology and innovative giving programs with a focus on:
• Science, Technology, Engineering and Math (STEM) Education
• Health and Human Services
• Environmental Stewardship
• Community Wellbeing
Having employees that served or those with family members in the military, NEC has always encouraged employees to get involved and support various veterans’ organizations either with financial gifts or with volunteer time. Additionally, NEC’s work with various law enforcement and governmental agencies allowed company employees to work with many former service men and women. Our employees and customers with military connections inspired the executive board of the NEC Foundation to search for an organization to work with where Foundation dollars would have a positive and lasting impact.
“When the NEC Foundation learned of the vision and work of Operation FINALLY HOME, it honestly felt like the perfect match,“ said Jeremy Strauss, NEC Foundation Vice President. “By providing the gap funding to help turn this plan into a reality, NEC was able to support a deserving veteran and his family – in a meaningful and lasting way – by providing them a safe home – right in our corporate HQ backyard.”
There was a lot of behind the scenes work that went into making the surprise happen, with Maj. King thinking they were only meeting for coffee in a preliminary meeting to determine if he was eligible. You can see how it all came together by watching the City of Irving’s video.
NEC employees will have additional opportunities to support this veteran throughout the building process:
• Notes of Love – Once the house reaches frame stage, employees and other supportive members of the community will be invited to write positive notes posted on the frame before the builder installs drywall. These can be notes of gratitude for his service, spiritual blessings, or other positive sentiments. We want to “wrap the house with love” as the building process continues.
• Key Ceremony – Employees can be there when the keys to the veteran’s new home are handed over and help he and his family celebrate their new home and new life.
• Other volunteer and support opportunities – Employees will have the opportunity to volunteer as the family begins to settle into their new home as there are always unexpected needs and expenses during a move.
The Gartner Magic Quadrant has long held a place of reverence in the Information and Communications Technology industry as a go-to resource for large enterprises seeking a short list of vendors to consider for technology purchases and projects.
As you may know, NEC is regularly included in a number of Gartner reports, most notably the recently updated 2018 Magic Quadrant for Unified Communications.
Despite the fact that NEC is the world leader in lines shipped – with a 14.3 % market share in Global Call Control Licenses Vendor over Q1 2018 according to MZA Consultants – and despite the fact that we offer a full portfolio of UC solutions for businesses small, medium and large, Gartner has decided to place us in the “niche” category.
I’d like to share a few points of fact that I think you should consider when reading this year’s updated UC Magic Quadrant.
A recent NoJitter article by Sorell Slaymaker – a former Gartner analyst who was the lead author on the Corporate Telephony (CT) magic quadrant – makes a compelling point that the Gartner UC Magic Quadrant is “reaching the end of its usefulness.”
In Slaymaker’s opinion, “the idea that an enterprise will use a single platform for all communications is dead. Business communications is increasing an embedded capability in applications, and no one vendor does all things well across all regions of the world.”
His point is valid. We live in a highly customized world. Different business processes drive unique requirements, and we in the vendor community have learned that we must be able to integrate to survive. This is what we as NEC successfully demonstrate and are widely recognized as doing with our smart and integrated solutions across many vertical market sectors such as Hospitality, Healthcare, Government and Education.
Slaymaker furthermore does not agree with the positioning given by Gartner to several major vendors, including NEC.
As he states: “It’s hard to see NEC move to a niche player this year since it arguably sells more phones than anyone else; has a full feature set; is doing some leading edge things, including incorporating facial recognition into communications; and gets decent reviews.”
Many of our largest customers run multi-vendor, multi-cloud communications environments, just as many also run only NEC. We embrace them all. And I doubt any of them would consider us “niche.”
Furthermore it is worthwhile noting that, not unlike the market overall, a significant portion of our customers are categorized as ‘midsize businesses,’ while analysts like Gartner tend to be disproportionately impressed by major firms with larger marketing budgets. The strong marketing influence of American-based vendors like Cisco, Microsoft and Avaya is another aspect to consider when evaluating Gartner’s latest Magic Quadrant.
Smart Enterprise is the Future
The truth of the matter is there’s no perfect Magic Quadrant that can accurately capture the essence of NEC’s enterprise technology business. As a result, you’ll find NEC products, services and solutions captured in 11 different Gartner Magic Quadrants, at last count.
Today’s large businesses run highly customized IT and communications environments, and rather than seeking point solutions to react to specific problems, they’re becoming more strategic about their buying decisions.
NEC believes this strategic approach is best achieved by focusing on the four value pillars of the Smart Enterprise. These pillars are business agility, cloud delivery, collaborative communities and assured services.
NEC supports these four pillars by delivering the industry’s strongest and most innovative portfolio of IT and communications solutions built on 118 years of excellence and expertise.
Gartner’s library of Magic Quadrants is constantly evolving. For example, the company retired its Corporate Telephony Magic Quadrant a few years ago. Many believe the same will be true for the UC Magic Quadrant before too long.
In the meantime, NEC will continue to pursue optimal positioning with Gartner and other industry influencers with all available facts, vision and information regarding our products, solutions and implementations, as we’ve always done.
And while the era of optimal usefulness may be coming to an end for the UC Magic Quadrant, NEC maintains a healthy rating over on the Gartner Peer Insights Web portal.
If you’re not familiar, Gartner Peer Insights is where you can find customer testimonials on numerous IT vendor solutions. NEC has numerous positive reviews in numerous categories. I encourage you to check it out.
Upon entering the Knott’s Berry Farm theme park in Buena Park, California, you’re immediately immersed in another time. My first impression was of the charm of the place, its friendly “olden days” feel with a sense of Old West adventure. Even with the drama of live-action shows, the addition of its famous wooden roller coaster, exciting rides, shops, and dining choices, Knott’s Berry Farm has managed to retain its historical feel. But is all this history and charm really typical of a customer’s very first impression?
Actually, my first experience with Knott’s Berry Farm began online, followed by a phone call for more information. Just as most people these days would go online to purchase tickets, or book a full vacation package.
The Knott’s Berry Farm theme park is just one part of a larger brand experience. The company also offers the convenient on-property Knott’s Hotel lodging for guests, and the nearby “Soak City” Water Park. As a potential customer, my first impressions could well have been formed by speaking with a contact center representative who assists with guests’ vacation arrangements.
I dare say we’ve all experienced long hold times, and struggled to navigate prompts on an older phone system, trying to reach a live agent just so that we can solve a problem or simply make arrangements to pay for goods or services. Knott’s Berry Farm sought to solve this exact challenge for its customers.
With three distinct Knott’s entities to consider, all struggling with older systems that had long since passed end-of-life and support, Knott’s Berry Farm was faced with some big decisions. Decisions about how to make essential and long overdue changes in their communications system without incurring critical downtime, or disrupting their daily operations, or causing staff re-training headaches—and, since it would impact thousands of end-points, what is the most dependable yet flexible solution with the most efficient network?
Basically, how do you select the right new technology and then transition over from the old, while still maintaining ongoing operations of a giant multi-faceted entertainment enterprise?
By providing routing assistance and delivering effective toolsets for the newly networked call centers–as well as basic features such as Caller ID, Collaboration, and Mobility for other Knott’s personnel, the upgrading from their existing NEC systems that have served them well, not only helped to enhance customer service between the hotel and park operations, it effectively improved the operation’s internal communications as well, simply by enabling much-increased functionality.
First impressions are important for this kind of Entertainment/ Retail/ Hospitality industry, and are really all about a happy workplace, providing a worry-free environment that can create great memories, for guests and staff alike. Knott’s Berry Farm can now deliver an improved guest experience, from the very first “Thank you for calling Knott’s Berry Farm”, to the last fond farewell.
If you’d like to learn more about this historical venue’s modern day move to state of-the-art communication solutions just let us know, and we can provide you with a free consultation with one of our hospitality experts.
Learn More Let us assist you with your current business needs!
Fill out the form today and we will get back with you.