Organizations have invested in cloud services to help employees stay engaged and efficient, while working remotely. Should you consider doing the same for your contact center operations?
Instead of a high-pressure, windowless room filled with frantic agents, NEC invites you to consider a highly customizable, cloud-based contact center solution: NEC UNIVERGE BLUE ENGAGE.
UNIVERGE BLUE CLOUD SERVICES platform renders UCaaS, Business Productivity Apps and CCaaS within a single pane of glass. UNIVERGE BLUE ENGAGE is the Contact Center as a Service (CCaaS) component, that improves your Customer Experience by enabling your agents to be better-balanced and more productive working in an office, remote or anywhere.
NEC’s UNIVERGE BLUE ENGAGE makes the move to the cloud easy, as it can co-exist with your existing telephony service (PBX / Cloud telephony services) and support a complete replacement of older, disparate and wired cost centers. Consolidating equipment and applications reduces the need for time-consuming annual updates / upgrades and cuts the cost of maintenance. NEC’s CCaaS saves as much as 20% compared to other cloud communication services.1
Read on to discover how NEC UNIVERGE BLUE ENGAGE provides a seamless Customer Experience for healthcare, government, hospitality and education organizations.
Healthcare
UNIVERGE BLUE ENGAGE improves the patient experience by making communication more convenient and effective. Our best-in-class contact center:
- Facilitates better schedule adherence with patients through automated communication channels
- Increases team collaboration and productivity, ensuring anywhere, anytime access
- Maintains high compliance standards across all communication and payment options
- Leverages electronic health records to improve personalization and self-service
These options make it easier for patients to book or change appointments. Patients can quickly get in touch with the right doctor, renew prescriptions and stay engaged in care programs through secure communications channels like email, available at all times.
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75% of consumers look forward to a consistent experience across multiple engagement channels–social media, mobile, online, in-person, or through the phone. 73% will likely change brands if they don’t get it. (Salesforce) 2 |
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Government
Government organizations face stringent obstacles when evaluating cloud solutions that can provide superior service levels to the public. With NEC’s UNIVERGE BLUE ENGAGE, government agencies, from small single offices to larger state or nation-wide service providers, solve common challenges such as:
- Call volume spikes, by allowing for seamless scalability at any given time
- Secure Access and flexibility between office and remote work with a fully cloud-based solution
- Control costs with easy month-to-month billing
- Meeting constituents’ demand for service with limited staff resources using call routing
- Lack of disaster recovery and business continuity plans, with DR built right in
Skills-based routing and geo-routing help get callers to the right expert at the right time. SMS alerts can be sent automatically to help prioritize inquiries when staff bandwidth is limited. Disaster recovery and business continuity is built into the product, eliminating the need for another IT purchase.
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33% of Americans say they’ll consider switching companies after just a single instance of poor service. (American Express)3 |
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Hospitality
Guest experience is the lifeblood of the hotel and hospitality industry. Exceptional customer service and loyalty is dependent on the interactions delivered.
UNIVERGE BLUE ENGAGE Contact Center offers:
- Surveys and emails to measure guest satisfaction
- Reporting library that integrates with the hotel CRM for enriched data visualization
- IVRs offering confirmations, inquiries, check-ins, etc.
- Call thresholds with distributed overflow
- Streamlined reservation process with two-way communication and automated processes
Dynamic notifications can send reservation reminders, room ready notifications, and information about activities, special promotions, shopping, and restaurants to enjoy—greatly improving the guest experience.
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34% of respondents surveyed stated that the most frustrating aspect of customer service is the Automated Telephone System (IVR) or inability to reach a live person for customer support. (Microsoft)4 |
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Education
In the education vertical, students, alumni, donors, parents and staff need to interact across varying channels, with varying levels of urgency. Our CCaaS resolves these diverse interactions and communication requirements with:
- Scalability, up or down, depending on seasonal fluctuations of staff and call volume
- Ability to use wherever and whenever across dispersed departments and locations
- Self-service options that are dependent on identification for accurate routing
- Omni-channel and digital channel capabilities to address multiple communication preferences
- Admissions, financial aid, housing and other planned or unplanned student body notifications
- Alumni Campaigns (agent driven as well as fully automated configuration options)
When hundreds of thousands of individuals need to be connected, UNIVERGE BLUE ENGAGE is a proven solution for learning institutions across North America.
Want to Know More About NEC UNIVERGE BLUE ENGAGE?
UNIVERGE BLUE ENGAGE eliminates the large, upfront capital required to purchase, operate and maintain the enhanced Customer Experience outcome you require to be competitive.
NEC has affordable and simplified pricing, as we offer two (2) unique packaged options, delivering on the promise to bring enterprise cloud communications and business applications at a price point that is approximately 23% less than the competition.1 Our Client Onboarding Services transitions you to the cloud at a pace, that you’re comfortable with, allowing your full participation in the actual setup and configuration. UNIVERGE BLUE ENGAGE is also one of a few enterprise cloud solutions that provides a “single pane of glass” for managing the complete communication and workspace experience.
Contact centers are at the front line of the customer experience. Investing in cloud services for a more modern contact center meets customers and agents where they are, with more features and functionality than ever before. Contact an NEC solutions representative to learn more about UNIVERGE BLUE ENGAGE.
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References
1 NEC’s CCaaS saves as much as 23% compared to other cloud communication services, when comparing licensing and usage fees. The comparison jumps to 28% or higher, when factoring in implementation and onboarding, third party integrations (i.e. CRM, IVR), custom developed reports, Move, Adds and Changes (MAC’s) and continuing education.
2 State of the Connected Customer 4th Edition, Salesforce
3 American Express Customer Service Barometer
4 State of Global Customer Service Report, Microsoft
