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!

Enhancing Travel Experience with NEC’s Biometrics: A New Dawn for Cruise Lines and High-Speed Trains

Welcome to the future of travel in the cruise ship and high-speed train industries, redefined by NEC’s Facial Recognition Biometrics. This chapter will explore how NEC’s innovative technology is enhancing and revolutionizing the travel experience, from check-in to disembarkation, offering unmatched security, efficiency, and convenience.

Revolutionizing Passenger and Crew Experience

NEC’s Biometric system, tailored for cruise ships and high-speed trains, addresses these industries’ unique challenges. Traditional methods like physical tickets and manual check-ins are becoming obsolete, giving way to a more streamlined, secure, and efficient system. Integrating biometrics in these environments promises an improved passenger travel experience and more effective crew management.

Advanced Biometric Solutions: A New Era in Travel

Implementing NEC’s facial recognition technology in these industries is a game changer. Passengers can now enjoy seamless check-in and boarding, using their face as their ticket. The system enhances onboard security, personalizes passenger services, and efficiently manages crew access to restricted areas. This technological advancement represents a significant leap towards a more efficient and secure travel experience.

Application Of Biometrics and Digital ID

NEC’s Facial Recognition Biometrics system creates a unique digital ID for each passenger and crew member. This single biometric profile ensures high security and efficiency, preventing identity fraud and simplifying the travel process. Using biometric Digital Tokens provides an added layer of security, enhancing the overall safety of the travel experience.

How NEC’s Biometric System Works

  • Digital Token Creation: Passengers and crew create a unique biometric profile, which is used to generate a Digital Token.
  • Seamless Boarding Process: Facial recognition enables swift and secure boarding, enhancing passenger convenience.
  • Continuous Authentication: The system provides ongoing verification, offering personalized services and secure access throughout the journey.
  • Efficient Crew Management: Streamlines crew access to various areas, ensuring operational efficiency.

Use Cases and Benefits

NEC’s biometric solution greatly improves the travel experience by offering a range of benefits:

  • Onboard Comfort and Convenience: Enhances passenger access to rooms and facilities, personalizing the travel experience.
  • Streamlined Operations: Simplifies trip planning and onboard purchases, making them more efficient and user-friendly.
  • Enhanced Safety and Security: Continuous monitoring ensures a secure environment for passengers and crew.
  • Operational Efficiency for Crew: Facilitates smooth management of crew activities and access to restricted areas.

Why Choose NEC for Your Travel Biometrics?

NEC stands at the forefront of biometric technology, offering solutions that are not only innovative but also reliable and user-friendly. The company’s commitment to continuous research and development ensures that its solutions are always ahead of the curve, meeting the evolving needs of the travel industry.

Conclusion

In an industry that is constantly evolving, NEC’s Facial Recognition Biometrics solution represents a significant step forward in enhancing the travel experience. By choosing NEC, cruise lines and high-speed trains are not just adopting a new technology but are embracing a future where travel is more secure, efficient, and enjoyable.

Connect with NEC

Embark on a journey of transformation with NEC’s advanced biometric solutions. Reach out to us to explore how we can tailor our technology to meet the unique needs of your travel industry, paving the way for a more secure and efficient future in travel.

References/Resources

This series draws upon information from reputable sources, industry research, and the expertise of companies like NEC, a global leader in advanced biometric solutions and digital identity technologies. For readers seeking further exploration, we recommend visiting NEC’s website (https://nectoday.com/) for insightful articles, case studies, and updates on the latest biometric authentication and digital IDs developments.

Email: digital_id@necam.com
Visit: https://necam.com/digitalid

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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!

Transforming Access and Attendance Management with NEC’s Advanced Biometrics

Introduction

The NEC Face Recognition Attendance System and Biometric Access Control System are organizational security and efficiency game changers. This chapter delves into how these innovative solutions by NEC, leveraging advanced facial recognition and biometric technology, are transforming how organizations handle time management and access control. The focus is enhancing security, streamlining operations, and ensuring hygienic, contactless interactions in various settings.

Enhanced Access and Time Management

NEC’s biometric technology simplifies managing employee attendance and controlling access to secure areas. Using state-of-the-art facial recognition software, these systems provide an efficient and accurate method for tracking employee presence and securing sensitive areas. This approach effectively addresses the limitations of traditional time-tracking and access control methods, ensuring a more streamlined and secure organizational operation.

Advanced Biometric Solutions for Varied Environments

NEC’s solutions find extensive applications across multiple environments, each with unique security and management needs. These systems offer tailored solutions that enhance efficiency and security, from corporate offices and educational institutions to healthcare facilities and government buildings. Integrating biometrics in these environments demonstrates the versatility and adaptability of NEC’s technology.

Application Of Biometrics and Digital ID

NEC’s systems utilize world-leading biometric technology to create a unique digital ID for everyone. This approach provides a foolproof method for verifying identities, enhancing security and operational efficiency. It eliminates the common pitfalls associated with manual tracking and traditional security systems, ensuring a seamless process for managing access and attendance.

How NEC’s Biometric Systems Work

  • Face Registration: Users are enrolled with a simple facial scan, creating a unique biometric profile.
  • Biometric Verification: The system instantly recognizes individuals based on their biometric profile, allowing for swift and secure access or attendance recording.
  • Real-Time Monitoring and Reporting: Administrators can track access and attendance in real-time, ensuring up-to-date information and insightful data for better workforce management.
  • Integration with Existing Infrastructure: These systems are designed to integrate seamlessly with existing IT and security setups, enhancing their functionality without disrupting established protocols.

Benefits of Using NEC’s Biometric Technology

NEC’s biometric solutions offer many advantages, making them a valuable addition to any organization.

  • Increased Accuracy and Security: Using biometric verification, these systems significantly reduce the risks of unauthorized access and time theft.
  • Operational Efficiency: Streamlining the attendance and access control processes improves overall operational productivity.
  • Health and Safety Compliance: The contactless nature of the technology makes it an ideal choice in the current health-conscious environment.
  • Customizable and Scalable: The modular design of NEC’s systems allows for customization and scalability, catering to the growing needs of diverse organizations.

Why Choose NEC’s Biometrics

NEC’s reputation as a leader in biometric technology is built on a foundation of precision, reliability, and continual innovation. With top marks in accuracy and speed, NEC’s solutions represent the forefront of biometric technology, offering a future-proof investment for organizations aiming to enhance their security and efficiency standards.

Connect with NEC

Embrace the future of organizational management with NEC’s biometric solutions. Contact us for a comprehensive consultation and discover how our technology can revolutionize your access control and attendance management systems, setting a new benchmark for security and efficiency in the digital age.

References/Resources

This series draws upon information from reputable sources, industry research, and the expertise of companies like NEC, a global leader in advanced biometric solutions and digital identity technologies. For readers seeking further exploration, we recommend visiting NEC’s website for insightful articles, case studies, and updates on the latest biometric authentication and digital IDs developments.

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