Putting Dynamic Communications At The Center Of Business

Inaccessibility and non-responsiveness are no longer acceptable in today’s business environment.  It isn’t prudent in winning or retaining customer loyalty; it doesn’t foster internal teamwork; nor does it help in building a sustainable brand reputation.  Plus, from a technology perspective, there really isn’t an excuse for lengthy lags in responsiveness, productivity or collaboration.

Unified Communications (UC) with its integrated approach to advanced voice, mobility, messaging, video and audio collaboration and communications apps, enables organizations of all sizes to effectively manage the how, when and where of their connectivity.  Yet to create such an accessible and dynamic work environment, having the right foundation is essential.  A communications platform that is capable of reliably and quickly facilitating and right-sizing how, when and where regarding its accessibility across and beyond the enterprise.

NEC has been recognized by industry experts as having one of the highest levels of customer satisfaction among UC vendors and providing customer solutions with one of the lowest total cost of ownership in the market.  So what performance factors determine the company’s highly reliable and virtualized UC environments?



Operational & Service Scalability
Interoperability and accessibility are central to agile enterprise operations from an operational and customer service standpoint. Communications systems have to be dependable, sizable and adaptable. But they also must remain manageable. NEC’s UNIVERGE® SV9500 UC solution probably best illustrates how the company is meeting these requirements. Developed for larger and geographically dispersed organizations, this communications solution robustly supports voice, unified communications as well as unified messaging and it is all done from a single point of management. In spite of such broad capabilities, the SV9500 is among the simplest UC-capable systems to configure and integrates simply into existing IT technology as a fully interoperable IP or digital system. There is also a virtualized software model for those seeking more extensive competencies and a new SV9500SE model that brings the SV9500 and its many abilities to smaller-sized organizations.

When it comes to scaling customer service, it is all about meeting if not exceeding expectations. The UC Contact Center suite for the SV9500 exemplifies such front line attention through its fast and efficient handling of customer calls. Able to control high call volume using intelligent routing, inquiries get evenly distributed among contact agents to reduce hold time or can be skill-based to best match queries with the most appropriate representative. Additional agents can even quickly sign in during peaks or purges in caller activity to ensure optimal responsiveness. And to lessen the chance of call abandonment or caller frustration, options such as automated call back and queue announcements can keep those on the line engaged and provide them with control over how their call gets handled. With additional options such as chat, email or voice, callers can truly interact and get the information they need in the manner that they like best.

Collaborative & User Accessibility
Openness and transparency and the capability to react quickly defines what it means to be a highly-connected workforce. Through improved access to critical apps and by knowing when and how to best reach someone, tasks get completed quicker and more easily. When complete suits of user-centric UC and collaborative apps are consolidated into one highly available client, teamwork becomes streamlined. NEC’s SV9300 solution makes all this possible for mid-size organizations with up to 1,500 potential users. By supporting collaborative apps as instant messaging, group chat, audio and video conferencing along with presence technology and intelligent call routing, unencumbered communications can be realized across grouped and dispersed individuals, teams and environments. The fact that the platform’s mobility apps are out-of-the-box ready and compatible across Apple® iPhone®, iPad® and Android™ devices ensures quick deployment and uninterrupted adoption. Equally as important, this compatibility averts any need to replace or reinvest in existing technology and avoid time-consuming and disruptive operational modifications.



Brand Sustainability
Brand memorability depends on the experiences provided. Each and every interaction – whether interpersonal or electronic – has the potential of enhancing or detracting from an organization’s reputation. As a hub for so many apps, communications systems can be instrumental in understanding which applications and devices are promoting or hindering brand loyalty and employee productivity. Intuitive, feature-rich call accounting systems can provide complete visibility into UC usage and the means to effectively evaluate performance. This is why NEC includes a secure and modifiable administration and expense management system with each SV9000 Series communications platform, even for the SV9100 designed especially for smaller-sized organizations. So even smaller companies can benefit and alter their practices by effortlessly scrutinizing how their communications system and collaborative apps are creating brand ambassador moments.

Interested in how NEC – a global leader in the call control market – can optimize your workforce across and beyond the organization? Contact us now and find out …

NEC Corporation of America

Free Strategic Consultation
Let us assist you with your current business needs!

Fill out the form today and we will get back with you.

 
 
 
 



NEC’s ADVANTAGE 2019 Partner Conference Goes Global for the First Time

NEC’s first-ever global partner conference, ADVANTAGE 2019, brought together more than 550 attendees from North America, EMEA and Latin America to learn, share and socialize during the three-day event. Attendees representing 200 partners from 50 countries gathered at the Hilton Bonnet Creek in Orlando, including channel partners, systems integrators, technology partners and guests along with key NEC executives.

With its theme of “Experience. Exchange. Excite,” ADVANTAGE delivered a rich blend of experts, guest speakers, networking opportunities, best practices sharing, deep dives into digital workspace topics, and a view of upcoming offerings. NEC executives, including Enterprise Technologies SVP Paul Kievit, Solutions and Services SVP Ram Menghani, and VP of Digital Platform Solutions Paul Aiello, provided a glimpse into the future of the Smart Enterprise and exciting possibilities that are available via dynamic delivery including Cloud, Smart WorkSpace and the UNIVERGE Integration Platform.

Woven throughout the presentations and educational sessions was the importance of the overall customer experience.

Digital transformation enables businesses to prioritize customer experience (CX), which elevates a commitment to employee experience (EX). For example, NEC’s Smart Workspace enhances employee experiences by providing work flexibility, improved collaboration, increased productivity and engagement. Deploying Smart Workspace allows organizations to reduce costs, retain talent, and create a great work culture.

Break-out sessions focused on current workforce trends, secure data management, unified communications solutions, high-availability servers, overcoming infrastructure challenges, and the importance of building customer relationships.

This year’s Solutions Expo featured global innovative solutions from the U.S., Japan and EMEA. The exhibits showcased the best of NEC’s current offerings as well as solutions that are coming soon.

Advantage 2019 in Orlando – NEC’s First Ever Global Partner Event

Check out the ADVANTAGE photo album for a closer look at this year’s conference activities

Presentations Designed to Inspire

This year’s agenda also featured guest presenters who shared their expertise, ideas and knowledge with the audience.

  • Delivering the keynote address was Seth Mattison, well-known international expert and author on workforce trends, generational dynamics and business strategy. Seth, who is CEO of Luminate Labs, energized the audience with his discussion on The Future of Work and how workforce dynamics are shaping the new workplace.
  • LPGA Commissioner Mike Whan expanded on how NEC is an important partner in helping the golf organization achieve an excellent fan experience at its events.
  • During the “Proud to Partner” session, several of NEC’s top systems integrators shared stories of success, transformation and best practices from their businesses. Featured speakers included executives from AllStar Communications, SETel, Forerunner, Koning & Hartman and Datasciences .  Highlights from this session included a success story about a large university win that defined a roadmap for how SETel was able to combine creative financing through NEC Financial Services with NEC technology solutions and partner managed services to deliver an OPEX model to the customer, increased margins to the partner, and eliminate competitive bids.

Honoring NEC’s Valued Partners

The ADVANTAGE 2019 conference also provides the opportunity to recognize our extraordinary worldwide partners during the awards presentation. The focus was to not only award top performers for their demonstrated excellence over the past year, but also to give partners the opportunity to share insights and learn from each other. See a full list of the awards here

The record-breaking attendance and enthusiastic participation from partners from around the globe made for a smashing success at NEC’s first global ADVANTAGE partner conference. Together, NEC and its partners continue to bring IT and communication solutions that enable organizations and their workforces to embrace the value of digital transformation.

To get an up-close look at ADVANTAGE 2019 check out our video.

Thanks to all who joined us in Orlando. See you in 2020 !

NEC Corporation of America
Free Strategic Consultation
Let us assist you with your current business needs!

Fill out the form today and we will get back with you.

 
 
 
 

Get Ready for NEC’s First Global ADVANTAGE 2019 Partner Conference

NEC’s highly anticipated annual three-day partner conference kicks off on June 3 in Orlando. In its first incarnation as a global event, ADVANTAGE 2019 will be where NEC’s key players, channel partners, systems integrators, technology partners and guests get together to learn and share their interest in business enterprise technology.

A multi-purpose event for learning, experiencing, sharing, socializing, and recognizing our extraordinary partners across North America, EMEA and LATAM, NEC continues this rich tradition on June 3-5, at the Hilton Orlando Bonnet Creek in Orlando, Florida.

As always, NEC’s 2019 ADVANTAGE conference will be an uplifting time of targeted learning, inspiration and fun. It’s an opportunity to focus on how the latest NEC technology for business communications, workforce productivity, reliable business continuity, data security, and biometric solutions can move organizations forward and enhance their employee and customer experience.

This year’s keynote is the highly energetic and engaging Seth Mattison, whose focus will be on workforce trends and generational dynamics.

We’ll also feature a blending of expert education on cutting edge NEC solutions that exceed customer expectations, together with great opportunities to build business-boosting relationships with peers, sponsors, partners and NEC experts. ADVANTAGE 2019 is a time of experiencing NEC’s positive global messaging of the importance of developing strong relationships and understanding NEC’s solutions for the Smart Enterprise.

Enhancing the eXperience for the Smart Enterprise

The event spotlight is on the overall experience of our customers with NEC’s Smart Enterprise solutions. A wide range of sessions will be focusing on current workforce environment trends, the latest in NEC unified communications, secure data management, the stability of NEC’s high availability servers, infrastructure challenges being met, the critical importance of building real relationships with customers, and why the spectrum of NEC Smart Enterprise solutions makes sense for businesses of all sizes and missions.

This year the information share is deeper, ranging from NEC Global Strategies to targeted sessions covering specific areas:

  • UC Enterprise SV9500 – to the Future and Beyond
  • SMB UC Platforms – Onwards Leading the Way
  • SMB UC – Unique InApps – Think Verticals
  • Workplace Mobility – Set them Free!
  • IT Solutions Networking – Master Your Network
  • Government eXperience – a Holistic Approach to Success
  • Education eXperience – K-12 and Higher Education
  • Hospitality eXperience
  • Healthcare eXperience
  • Business Cloud – the Sky is the Limit
  • Digital Marketing & Campaigns – Essential for Success
  • HCI Hyper Converged Infrastructure
  • Customer Care – Enhancing the Customer Experience
  • UC Enterprise UNIVERGE 3C – to the Future and Beyond
  • Sales Enablement Transformation –UNIVERGE Blue
  • The Smart Workspace
  • Smart Data Protection

Along with enriching opportunities to participate in informational and inspiring sessions led by the “best of the best” in the industry, the NEC Solutions Expo will also provide attendees with hands-on demonstrations of the latest available product and service offerings to meet the growing needs of our customers.

ADVANTAGE 2019 is a time when we come together to exchange ideas and enjoy an environment of fellowship and comradery. It’s a time to learn and affirm our shared goal of truly orchestrating a brighter world, and discover how, to that end, NEC is continuously innovating, learning, and always fine-tuning our commitment to creating experiences that matter.

Looking forward to seeing you in Orlando!

For more Information, visit: https://www.necadvantage.com/

Gartner’s UC Magic Quadrant is Losing its Luster

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.

Frost and Sullivan Report NEC Smart Enterprise

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.

“Unified” No More

Let’s start with the name. I believe the widely accepted phrase “unified communications” is reaching its end of life. I’m not the only person who believes this, in fact there are several prominent industry analysts who share this opinion.

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.

Is #Gartner UC Magic Quadrant Losing its Luster? #magicquadrant Click To Tweet

Positioning in Quadrant Highly Questionable

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.

You can learn more about the Smart Enterprise on our Web site.

The Bigger Picture

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.

And if you’re an NEC customer, please do us a favor and leave a review! After all, in the customer’s buying journey, there’s very little information that’s more useful than hearing from a peer who has walked a mile in your shoes.

Smart Enterprise

Free Strategic Consultation
Let us assist you with your current business needs!

Fill out the form today and we will get back with you.

 
 
 
 
 



Knott’s Berry Farm – How Does a World-Famous Theme Park Make a Great First Impression?

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?

Our Knott’s Berry Farm story will share with you the challenges, solutions, and successes of their recent strategic migration to two (2) UNIVERGE SV9500 communications platforms, complete with NEC’s UC for Enterprise (UCE) suite of unified communications (UC) and contact center applications. They chose this flexible, comprehensive UC solution that is fully networked, highly intuitive for staff, provides critical operations information, simplifies administration, has built-in disaster recovery–and was actually cost effective. In their own words, “It was a seamless transition”.

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.

Smart Enterprise

Learn More
Let us assist you with your current business needs!

Fill out the form today and we will get back with you.