Make 2024 The Year You Commit To A Better Customer Experience With These Best Practices

As the new year gets underway, everyone is setting goals – both individually and as an organization. One area that businesses should think long and hard about is customer experience. 52% of customers would switch to a company’s competitor after just one bad experience. There’s no calculating the value of making a good first impression – and following through on it. A cloud-hosted business intelligence solution – like UNIVERGE BLUE ENGAGE – can provide a tremendous amount of insight into how a business communicates with its customers and turns those insights in action for managers and frontline employees.

Here are several best practices to follow if you want to transform your customer experience in 2024:

Use Sentiment Analysis To Better Understand How Your Customers Are Feeling

Every customer interaction presents an opportunity to understand how they feel about your business. If you want your customers to keep coming back – and bring new ones with them via referrals – then it’s critical to know when they’re excited about a new purchase or frustrated by recent poor service so you can address them accordingly. Your customer experience has implications for all aspects of your business, which is why you need a solution that has some form of sentiment analysis included. With sentiment analysis, you can help improve your entire organization:

Support – Customer support managers can input key phrases such as “cancel”. If it finds that key phrase, supervisors can establish rules that will assign the recorded conversation to a manager to see how front-line users handle the situation and can use that evaluator tool to give feedback.

Product – Product teams can input keywords or phrases, such as “broken” and “missing”. If the system finds those specific keywords, supervisors will be assigned to review the recording for further evaluation to identify opportunities for improvements, new products, or features.

Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities.

Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial.

Keep Your Frontline Employees Happy With Advanced Analytics and Reporting

It’s not just your customers you need to pay attention to. The old cliché still holds true today: good help is hard to find! Salesforce found that 65% of mobile workers feel the weight of customer expectations and 82% struggle to balance speed with quality of service. Employees want to know how they’re performing and what areas they need to improve upon. You need to be able to provide them with high quality performance data and analytics. The business intelligence solution you use should be able to clearly indicate these metrics – preferably in an intuitive, user friendly dashboard for individuals and the entire organization as a whole:

  • Time spent on customer service calls
  • Number of calls transferred
  • Number of calls handled
  • Average talk times
  • Abandoned calls

All of this information allows you to identify your strongest and weakest employees and reward or coach them accordingly. It also tells you whether shortcomings – or successes! – are happening on an individual basis or if the trends are occurring across the entire organization.

Generative AI Can Help Employees Save Time And Keep Customers Happy

If your organization wants to commit to providing superior customer experience, it needs to be able to record and retain notes on each customer interaction. Typically, this is done manually by frontline employees but new advances in Generative Artificial Intelligence (AI) allow these notes to be automatically transcribed in interaction summaries and saved for future use. This has incredible benefits for your business:

Better than manual call notes – The summary of the call is automatically generated, creating a timely and accurate account of the interaction saving the frontline user time and increasing accuracy.

Faster call answering – Completing call notes can take 5 to 10 minutes depending on the length and complexity of a customer interaction, but an automatically created summary of the interaction allows frontline employees to assist the next caller even faster.

Better coaching and training – Accurate, timely and summarized call notes allow supervisors more time for coaching without needing to sift through long call recording or call transcriptions.

Happier customers – Caller experience improves when frontline employees already know what was discussed the last time they called. A summary of the last interaction is presented to the frontline user along with the incoming call to help them engage deeper with the customer and solve their issue quicker.

A solution like UNIVERGE BLUE ENGAGE that combines sentiment analysis, analytics and reporting dashboards, and AI-generated interaction summaries is the perfect tool to help your business take its customer experience to the next level in 2024. You’ll know exactly how your customers are feeling – and how to approach them – and your employees will be grateful for the chance to perform better so the entire organization benefits.

If you are looking for a way to significantly improve your customer experience this year, consider switching to UNIVERGE BLUE. Contact one of our representatives today for more information!

With The Right UCaaS Solution, Employees Can Work From Anywhere For The Holidays Without Missing a Beat

As the holiday season approaches, many businesses are faced with the challenge of keeping their employees productive while they work remotely. According to Deloitte’s 2023 holiday survey, 48% of all Americans intend to travel between Thanksgiving and mid-January. It’s critical for organizations to keep their employees engaged during the holiday season and the right unified communications platform can do just that. A cloud-hosted UCaaS solution – like UNIVERGE BLUE CONNECT – should make it easy for employees to communicate from anywhere, anytime and allow them to collaborate so that critical projects continue to progress into the new year.

Mobile Communications Are Critical Functionality For Any Business Communications Platform

Organizations that can provide employees the means to stay connected with their colleagues – and clients – during the holiday season will always have a competitive advantage. With voice and chat capabilities, employees can utilize a solution like UNIVERGE BLUE CONNECT to easily communicate with each other in real-time, regardless of their location. This means that employees can quickly and easily ask questions, share information, and collaborate on projects, even if they are working from home or traveling during the holiday season. Virtual meetings can also be held to provide updates on any critical tasks or deliverables.

File Sharing Is Key To Staying Productivity While Working Remotely

A cloud-hosted UCaaS solution that provides employees with the ability to share files and documents with each other means that employees can easily collaborate on projects, even if they are not in the same physical location. This can be especially important during the holiday season when many employees may be working remotely or traveling. With file sharing capabilities, employees can easily access and review documents from anywhere so that projects and deliverables can continue to progress without unnecessary delays.

Cloud-Hosted Communications Provide Flexibility Before, During, and After The Holiday Season

Businesses don’t need to invest in expensive hardware or software that locks them into long term financial commitments beyond the holiday season. UNIVERGE BLUE CONNECT has multiple pricing options, all of which can be consolidated into one flat monthly rate that scales up or down, depending on the number of user licenses needed. If certain employee or team needs change before and after the holiday season, it’s easy to add and remove users and features so that you’re not locked into the same solution for an extended period of time.

A cloud-hosted UCaaS solution like UNIVERGE BLUE CONNECT that combines voice, chat, file sharing, and virtual meetings can be a game changer for businesses during the holiday season. With the ability to stay connected, share files, and work more efficiently, while saving budget, businesses can keep their employees productive and engaged, even if they are working remotely during the holiday season.

If you are looking for a way to keep your employees productive during the holiday season, consider switching to UNIVERGE BLUE. Contact one of our representatives today for more information!

How UNIVERGE BLUE PULSE Helps Businesses Of All Sizes Utilize The Power Of Artificial Intelligence

Artificial Intelligence (AI) continues to dominate recent headlines, leading to valid questions about its practical uses for business. That’s why NEC has created UNIVERGE BLUE PULSE to seamlessly – and responsibly – integrate artificial intelligence within the UNIVERGE BLUE CONNECT and ENGAGE solutions. By harnessing the power of Generative AI, Large Language Models, and Natural Language Processing, NEC’s UNIVERGE BLUE PULSE technology is helping businesses both large and small enhance employee collaboration and customer care, protect their IP, and realize greater mobility, efficiency, productivity, and cost savings.

An AI Assistant Right Inside Your Organization’s Unified Communications

In today’s fast-paced business world, employees are constantly looking for ways to increase productivity and efficiency. One tool that has become increasingly popular in recent months is the AI assistant. AI assistants are virtual assistants that use artificial intelligence and machine learning to help employees accomplish repetitive and/or time-consuming tasks. That’s why UNIVERGE BLUE’s CONNECT unified communications solution now includes a FREE AI Assistant that users can communicate with inside of CONNECT’s chat feature – just as they would with any other member(s) of their organization.

Real World Use Cases for AI Assistant

Our AI Assistant can help accomplish everyday tasks such as:

  • Generating a paragraph or blog post discussing the importance of a specific topic
  • Composing an introductory email for customers
  • Answering questions about topics a user in unfamiliar with
  • Performing math equations/formulas

In addition to the AI Assistant, CONNECT can save users time by using AI to automatically transcribe voicemail, video, and customer call recordings for immediate review. It also identifies actionable items from virtual meetings – such as tasks assigned, decisions made, and follow-up actions – to automatically send to meeting participants as soon as the meeting concludes. And virtual backgrounds can be enabled for users in remote environments for greater privacy and security during virtual meetings.

Artificial Intelligence Provides Benefits for Contact Center Supervisors and Staff

While tools like AI assistants are relatively new, UNIVERGE BLUE’s ENGAGE business intelligence solution has been deploying AI in a variety of use cases for several years now. ENGAGE uses AI to detect and remove sensitive information from call transcriptions – like Personally Identifiable Information (PII), Payment Card Industry (PCI), and Personal Health Information (PHI) – in order to comply with industry standards and regulations.

Artificial intelligence is also used to highlight certain customer interactions based on emotional tone and/or specific keywords so that the interactions in question can be immediately reviewed by internal team members. And the AI Interaction Summary saves countless hours by providing accurate, succinct summaries of phone calls so that employees can proceed to the next call significantly faster than before.

Artificial Intelligence Designed to Protect Business and Customer Data

NEC takes security seriously and that’s why UNIVERGE BLUE PULSE was created with great care to protect the data it’s connected to. The generative AI engine behind the CONNECT AI Assistant does not use any data given to it to train itself for future responses. Additionally, no voice or meeting data is stored with any third party for transcription or analysis. Within ENGAGE, the artificial intelligence used to detect and remove sensitive information from call transcriptions is automatically turned on by default on voice queues with transcription enabled.

Expanding Your Business’s Productivity – Wherever It Operates

Wherever your business operates—the office, at home, on-site—it’s important that employees are equipped with the right tools to be as productive as possible. That’s why NEC has carefully deployed UNIVERGE BLUE PULSE to leverage the power of artificial intelligence to help make businesses smarter, more productive, more efficient, and take better care of their customers.

If you’d like to learn more about how your business can take advantage of artificial intelligence, contact us today!

On-Prem To The Cloud In A Day

A roadmap to an omnichannel contact center experience

A one-day cloud migration might sound unrealistic. Especially for something as fundamentally important as your contact center. But it isn’t.

We’re not talking about a rip and replace migration. More of a steady and phased in approach. Where your existing on-premises contact center is upgraded to an advanced on-prem omnichannel solution that puts an end to fragmented touchpoints allowing you to effortlessly connect with customers how they prefer.

On-Prem To The Cloud In A DayNEC and our alliance with T-Metrics – one of the only remaining on-prem or private cloud contact center providers available – makes this possible.

  • Modernize your existing infrastructure to an on-prem advanced omnichannel contact center solution your company needs for amazing customer experiences
  • Increase your call agent accessibility and responsiveness by effortlessly working across voice, web chat, email, video conferencing, social media and text interactions with a single and intuitive solution
  • Then when you’re ready – whether next month, next year or even further down the road – move your contact center to a private cloud experience and do it in a single day

It’s the control, safety and scalability you need for the best caller experiences possible.

  • Insight from 180+ pre-set reports, agent scorecards, sentiment analysis, post surveys and performance analytics keeps you informed and in total control
  • Being FedRAMP and StateRAMP authorized means you can be confident as we adhere to the demanding safety and security standards of both these programs
  • Being compatible with most UC voice infrastructure, you might not even have to change your existing tech stack

But most importantly … it’s contact center modernization totally on your own terms.

With NEC and T-Metrics, stay on-prem for as long as you want, have the robust omnichannel capabilities you need and your customers expect … and when or if the time comes move seamlessly to a private cloud with no loss in ability or service. And be up and running in a day.

Take a closer look at this highly flexible solution


Interested in seeing our solution in action?

Call us at 1-844-NEC-SAVE or use the form below to schedule a demo.

4 Steps To Take Now – If Not Ready For A Cloud Contact Center Just Yet

Moving to a cloud-based contact center is a significant decision. One that requires careful consideration and planning.

If you’re not prepared for such a change just yet, that’s fine. Stay on-premises. But there are things you should start doing now to elevate your on-prem capabilities and to ensure you’re ready for the cloud if or when the time comes.

  1. Conduct a thorough assessment of your existing infrastructure. With a comprehensive understanding of your current setup, you’ll have a firm grasp of what’s working and what’s not. From this you can prioritize a roadmap on how to improve your existing contact center performance and establish a clear path for future cloud adoption. Don’t have the resources or expertise? Keep reading. I have a solution for this.

  2. NETWORK CONNECTOptimize your on-prem contact center with a modernization strategy. By maximizing the capabilities of your current operations you can position your organization to deliver the best possible customer experiences, bridge service gaps and equip your agents and supervisors to be most responsive and productive. This – especially if you migrate to an omnichannel on-premises model like the one offered by NEC through its alliance with T-Metrics – will set a foundation for a smoother transition to the cloud when the time is right.

  3. Consider a hybrid approach by combining on-premises services with cloud alternatives. This will enable you to strategically leverage the benefits of the cloud selectively while maintaining control over your existing contact center experiences. This gradual introduction will better familiarize you with the capabilities and advantages cloud services offer and determine the best-fit solutions for your organization, its call agents and ultimately – and most importantly – your customers.

  4. Take advantage of third-party free assessment offers. They provide a unique opportunity for a fresh perspective, a deeper understanding of emerging technologies and alternative approaches to what already exists. It’s access to insight and expertise that might not be readily available in-house or go unnoticed during an internal evaluation. We offer such free assessments so reach out if interested.

While you may not be ready for the cloud at this moment, these steps will help ensure your contact center stays relevant. Plus keep it aligned with the needs of your business and the service expectations of your customers … while better preparing you for a cloud move if or when the time comes.


Whether on-premises, in the cloud or a prem-to-the-cloud experience, NEC can help. Learn about our full contact center capabilities.

Reach us directly at 1-844-NEC-SAVE or use the form below.