Boost Productivity, Streamline Workflows, and Increase Revenue with UNIVERGE BLUE® EXTEND Integrations for CONNECT & ENGAGE

Business environments have evolved significantly over the past decade. Enterprises are moving at a relentless pace with new technologies, applications, and CRM tools playing a vital part in the customer and employee experience. Thanks to this digital transformation, successful companies must embrace integrated technologies, applications, and tools in order to be competitive.

Employees now have the option to communicate and collaborate with their co-workers, customers, and other business counterparts in a variety of ways across their preferred platforms with methods such as chat, SMS, video collaboration, voice, social media, and more. Customers also have multiple ways, such as those listed above, to communicate with companies making it easier to reach out and connect.

With increasing availability of new technology, cloud applications, and customers that demand information in real time, there are more and more applications and tools that need to exchange information constantly. The risk of not engaging with these tools is high and the opportunities afforded by integrating them could be great.

Juggling multiple applications can be time consuming and extremely hard to manage if the tools are not properly connected, which is why it is in the best interest of companies of all sizes to determine how to integrate their systems so they can work together as a functioning, well-oiled machine.

Introducing UNIVERGE BLUE EXTEND Integrations for CONNECT (UCaaS) and ENGAGE (CCaaS)

The new UNIVERGE BLUE EXTEND integration platform allows organizations and their employees to take advantage of UNIVERGE BLUE’s powerful communication, collaboration, and contact center functionalities within and in combination with everyday business applications. The UNIVERGE BLUE EXTEND integration platform was designed specifically to help organizations boost productivity, streamline workflows, and increase revenue. EXTEND is built into NEC’s UNIVERGE BLUE CONNECT Unified Communications (UCaaS) and ENGAGE Contact Center (CCaaS) and is available to all CONNECT and ENGAGE customers without additional licensing or cost. With EXTEND, employees can communicate and collaborate more effectively no matter their geographical location.

The Value of EXTEND Integrations for CONNECT Unified Communications

Effective, integrated communications are essential to enabling employees and increasing their productivity. Deploying EXTEND integrations directly influences the behavior of employees, their level of performance, and the speed it takes them to find the right information and provide the best possible customer service – every time.

According to a survey conducted by Gartner, 74% of companies plan to permanently shift to more remote work post COVID-19. As telecommuting becomes the new reality, organizations will need to ensure their systems are tightly integrated to prevent slowing productivity in their remote workforce.

With UNIVERGE BLUE EXTEND Integrations, organizations can embed UNIVERGE BLUE CONNECT Unified Communications into their everyday business applications and CRM tools across various teams to streamline workflows, improve communication speed, and maximize employee productivity, no matter their location.

EXTEND Integrations allow you to leverage CONNECT’s 100+ enterprise-grade calling features including auto attendant, call queuing, automatic company-wide call recording, and more. Click-to-call phone numbers from contact or web pages, quickly and easily add virtual meeting details with UNIVERGE BLUE MEET to any new or existing calendar event and click to start virtual meetings with MEET directly from the web browser or calendar event.

EXTEND integrations are readily available for commonly used business applications like O365®, Outlook®, G Suite™, Microsoft® Teams®, SugarCRM®, ZOHO®, Slack®, Salesforce®, Zendesk®, ServiceNow®, Oracle® Netsuite® and Microsoft Dynamics®. Don’t see your business app? Easily deploy custom screen pops to virtually any web-enabled application with UNIVERGE BLUE CONNECT (UCaaS) EXTEND Integrations.

  • Increase productivity: Embedding UNIVERGE BLUE CONNECT into productivity applications helps automate business workflows and maximize employee efficiency thus generating revenue or protecting your existing customer relationships. Additionally, integrations allow you to enhance the CONNECT unified communications solution for remote workers in home offices and other dispersed locations, transforming the way employees get business done.
  • Drive customer retention and increase revenue: Combine powerful communication capabilities with relevant customer data to ensure sales and support teams have the right information at the right time. Contact Center Agents and general business users can offer an improved customer experience when they are more insightful and efficient.
  • Streamline workflows: EXTEND integrations for CONNECT and ENGAGE help to improve the speed and performance of employee’s work as well as their responsiveness to customer inquiries. With the different functionalities tightly integrated to scale to a higher level of efficiency, less time is spent switching between applications and a greater amount of work can be accomplished faster.
  • Easy to use: Deploy and use with no extensive training or implementation costs. With such easy deployment and simplicity, IT processes are seamless which allows your IT staff to focus more on the core business and allows users to quickly access important data.

The Value of EXTEND Integrations for ENGAGE Contact Center

According to a SelectHub Article, 84% of customers consider the experience with a company as important as the product or service and 66% of customers will actually pay more to get a top-notch customer experience. Clearly organizations need to offer the best possible customer experience in order to be competitive in their market – relying solely on a product and/or price will no longer keep businesses afloat.

With UNIVERGE BLUE EXTEND Integrations for ENGAGE Contact Center, it is easy for businesses to leverage popular business applications – or even home-grown apps – to deliver smarter and more efficient contact center customer experiences.

By connecting the powerful contact center capabilities of UNIVERGE BLUE ENGAGE with your existing Customer Relationship Management (CRM) or Helpdesk systems, you can help drive customer retention through enhanced customer experiences and drive revenue with increased agent productivity.

With EXTEND Integrations you can easily annotate and capture key details from a call and save the call outcome/classification to the customer’s account. Screen pops for incoming calls provide agents with existing customer account records for a better customer experience.

Take notes and log call details for new or existing customers directly within an application or CRM while on an active call. Route customer calls more efficiently by using advanced call routing and IVR with UNIVERGE BLUE ENGAGE Cloud Contact Center. View presence of contacts along with screen pops of existing customer information for incoming calls.

The ability to capture audio and screen recordings of interactions with customers and automatically store them in their account contact record helps ensure a complete history of interactions. Your agents will also be able to access case status for clients or build a call flow that lets them self-serve.

  • Alert and adapt in real-time: Keep an eye on the overall pulse of the ENGAGE contact center by delivering alerts and updates from applications to agents. With UNIVERGE BLUE EXTEND integrations for ENGAGE, customers will have the ability to deliver time-sensitive alerts and updates to selected channels that allow them to take rapid action before situations become problematic.
  • Increase agent productivity: Streamline workflows and maximize agent efficiency as UNIVERGE BLUE EXTEND Integrations embed ENGAGE contact center functionalities into everyday business applications. Combining streamlined workflows and simplified data retrieval processes allow agents to focus on resolving the customer’s issue rather than spending time searching for customer data.
  • Easy to use: Deploy and use with no heavy training or implementation costs required. This allows agents to quickly adapt and begin offering exceptional customer experiences as soon as the solution is implemented.
  • Improve customer journey and experience: Access relevant customer data quickly and at the right time to deliver a more personalized and seamless experience to each customer. More effective and efficient call center systems result in more effective customer contact scenarios, which leads to the desired result of customer satisfaction.

NEC’s UNIVERGE BLUE EXTEND Integrations allow organizations to seamlessly connect with the most well-known tools being used today such as Salesforce®, ZenDesk®, Microsoft® Dynamics®, Zoho®, ServiceNow®, NetSuite®, SugarCRM®, and more. We also offer easy-to-implement custom integrations using custom API’s for the ENGAGE Contact Center solution.

Get Connected with UNIVERGE BLUE EXTEND for CONNECT & ENGAGE

Don’t let your business suffer due to not having the proper connections between important business systems. You can enhance employee productivity and customer engagement with additional communication functionality built into the everyday business applications you are currently using.

UNIVERGE BLUE is designed to meet the needs of business of all sizes. Whether you’re a startup of 10 employees or an enterprise of thousands around the globe, NEC specializes in providing flexible options and integrations for every type of business. We will grow with you and provide a comprehensive unified communication and contact center solution for the future.

Contact Us Today

Ready to get started on your journey to the cloud? Schedule a demo and speak with one of our cloud experts today!

Reach Sky-High Communications with UNIVERGE BLUE

Businesses today are rapidly migrating to the cloud. But with upfront costs, unforeseen challenges and the process of getting employees up and running, transitioning to the cloud can feel daunting at times. In fact, 50% of IT professionals say that lack of skills is the top challenge their organizations face in adopting cloud-based infrastructure.

What if there was a simple and reliable solution that could help you transition to the cloud?

Meet UNIVERGE BLUE® CLOUD SERVICES. NEC’s UNIVERGE BLUE provides customers with a frictionless, comprehensive and enhanced set of fully integrated, cloud services ranging from integrated phone system, video conferencing, messaging and contact center to backup & disaster recovery.

UNIVERGE BLUE is completely customizable, with no one-size-fits-all solution. So, no matter where you are on your cloud journey, UNIVERGE BLUE is here to fit your unique business needs.

Your Business is Constantly Evolving – So Should Your IT

How we communicate in the workplace has changed significantly over the last decade thanks to rapid advancements in technology. Communications technology was forced to evolve in order to support the growing number of remote employees across the globe. Even before the current COVID-19 pandemic, the ability to support a remote workforce was already becoming a top priority for many businesses.

However, the COVID-19 pandemic has provided a new perspective on the importance of being able to adapt at a moment’s notice. In just a relatively short period of time, technology teams were tasked with addressing remote users, enabling multiple devices, building out new locations, implementing cross-channel solutions and more.

On-premises hardware simply cannot keep up. As the world continues to change and business needs continue to evolve, businesses need a solution with the flexibility to adapt and grow with them.

Don’t Fall Behind Because of Your IT

Maybe you’re experiencing increased operational costs for overhead and maintenance. Or, perhaps you’re struggling to balance multiple technology solutions spread across various locations and are at risk of your infrastructure becoming complicated, unmanageable and outdated.

And, further complicating things is security. As the number of detrimental data breaches continues to grow, many IT teams are becoming saturated and overwhelmed with risk management and they could be struggling to keep up.

Read our latest ebook, ‘Reach Sky High Communications’ to learn more about how NEC UNIVERGE BLUE can provide you with a simple and reliable path to the cloud.

Transition to the Cloud with NEC

UNIVERGE BLUE is designed to meet the needs of business of all sizes. Whether you’re a startup of 10 employees or an enterprise of thousands around the globe, NEC specializes in providing flexible options for every type of business.

With UNIVERGE BLUE, business can achieve the following:

  • Remove internal barriers to communication and scalability
  • Keep up with ever-increasing customer demands
  • Connect employee engagement with customer satisfaction
  • Enable remote employees to be efficient and connected
  • Automate maintenance and updates
  • Protect organizational data and reduce risk

UNIVERGE BLUE not only meets your needs today, but it will grow with you and provide a comprehensive solution for the future. It’s time to reach for the clouds with NEC’s UNIVERGE BLUE CLOUD SERVICES.

Contact Us Today

Ready to get started on your journey to the cloud? Schedule a demo and speak with one of our cloud experts today!

What’s New with UNIVERGE BLUE? Now Announcing General Availability for U.S. Partners

Last month, NEC announced the launch of the new generation of our UNIVERGE BLUE™ cloud communications portfolio.

Today, I am extremely excited to share that UNIVERGE BLUE CONNECT and ENGAGE are now generally available for NEC’s U.S. Business Channel Partner Community. This is phase 1 of a global rollout during 2020 that will ultimately include partners around the globe by 2021.

What is NEC UNIVERGE BLUE™ CONNECT and UNIVERGE BLUE™ ENGAGE?

Businesses need the ability to communicate and collaborate from anywhere at any time, both internally and externally. They need tools that are easy to deploy and use, and provide users with an integrated experience. The need for a flexible and adaptable solution to support a remote workforce will extend beyond the current COVID-19 pandemic and we built this solution with this in mind.

UNIVERGE BLUE CONNECT and UNIVERGE BLUE ENGAGE are born-in-the-cloud solutions designed specifically for businesses of all sizes and the channel partners who serve them. Built on innovative and proprietary technology, the solutions are elegant, reliable and easy to deploy, while remaining highly scalable and extremely cost-effective.

Our cloud-based unified communications platform, UNIVERGE BLUE CONNECT, combines a full-featured cloud-based phone system, team chat, video conferencing and online meeting plus file backup, sync and share, all available to users through desktop, web and mobile applications. CONNECT helps improve the communications and collaboration of businesses, while being easy for channel partners to sell, install and support.

Our fully featured Cloud Contact Center as a Service solution (CCaaS), UNIVERGE BLUE ENGAGE, combines robust functionality with carrier-grade reliability and world-class deployment and support services. It’s designed to fit business needs from the small, single channel to the large and sophisticated omni-channel environment, and can help any business differentiate from the competition where it matters most – the customer experience.

Brought to Market Exclusively through NEC’s Business Partner Community

NEC prides itself on its commitment to building strong relationships with our channel partner community and delivering true innovation, and our new generation of UNIVERGE BLUE strengthens this commitment.

Last month, we spoke with industry analyst Elka Popova, Vice President at Frost & Sullivan, about the news. “NEC has the opportunity to accelerate the conversion of its vast and entrenched customer base to cloud services such as UCaaS, CCaaS, meetings, and file sync and share,” said Popova. “The partnership will also greatly improve NEC’s and its dealers’ competitive positions as they will be able to capitalize on the ongoing customer migrations to cloud services. This will result in new revenue opportunities, more predictable revenue streams and stickier customer relationships for NEC and its channel partners.”

Available today through NEC’s Business Partner community, UNIVERGE BLUE CONNECT and ENGAGE complement NEC’s existing offerings, while creating new opportunities for partners to earn increased revenue through new programs designed to facilitate deeper customer relationships.

NEC Channel Partners can choose between three different go-to-market models:

  • Customer Ownership
  • Revenue Share
  • Agency Model

The Customer Ownership and Revenue Share models are now available for Channel Partners located in the United States, with the Agency Model being available in June. For NEC’s loyal Canadian Channel Partners, a launch date will be announced very soon.

Here’s What Our Partners are Saying

NEC gave a handful of exclusive partners early access to UNIVERGE BLUE CONNECT and ENGAGE. The partners were able to test the product first-hand and get it in front of select customers. In just the past month, NEC has received overwhelmingly positive feedback. Here’s what they had to say:

  • “Forerunner Technologies is extremely excited about NEC UNIVERGE BLUE CONNECT and the NEC/Intermedia relationship. Our clients have a pent-up demand for this dynamic delivery model and the migration to the cloud with advanced collaboration applications. This model is unique in comparison to other UCaaS offerings and allows Solution Integrators better ability to control the end user experience while keeping costs in line. Congratulations to NEC on this move!” – Paul Diesu, CEO of Forerunner Technologies

  • “We’re excited to take part in the full launch of the new NEC UNIVERGE BLUE! This will be a turning point in the future of NEC UCaaS solutions and sales, and looking forward to presenting the fresh new look to our current customers and new prospects.” – Scott Ellman, Director of Sales, Advanced Communication Solutions

  • “NEC Blue delivers a complete public, private and hybrid cloud offering to NEC SI Partners. The NEC Blue allows the SI to deliver this offering in an Ownership, Revenue Share or Agency Model. NEC Blue Team provides Inside Sale Support, Marketing and technical support to the SI, allowing the SI to engage in any opportunity. DTC has engaged NEC Blue Team in multiple call center opportunities. NEC Blue can provide a simple to very advance call center solution. A truly SI centric model.” – Gordon Maccani, President, Digital Telecommunication Corp

I couldn’t be more excited for NEC and our partners as we deepen our roots in the UCaaS and CCaaS markets and help our customers transition to the cloud. So come join us, it’s going to be a fun ride! For more information on UNIVERGE BLUE CONNECT and ENGAGE, visit http://univergeblue.com. Or, if you’re interested in learning more about our Channel Partner Program, reach out to us via the form below.

Become a Partner

We welcome your interest in our products, solutions and services. If you have any questions about the Channel Partner Program, please submit your query below.

Soar To New Heights with NEC UNIVERGE Blue Cloud Services

Take Your Unified Communications to the Cloud

Today’s businesses have customers and employees that expect reliable and secure communications from anywhere at any time. Unfortunately, building and maintaining this infrastructure can be cost-prohibitive. Cloud-based communication services are available but could put businesses in a bind paying for services they don’t use or limiting them to one-type of solution.

Small businesses and large enterprises need flexibility when investing in cloud computing. Enterprise businesses expect scalability that’s available when needed. Small businesses are limited in resources and require the ability to do more with less.

No matter the path: on premise, cloud or hybrid, NEC’s UNIVERGE BLUE offers a dynamic and flexible delivery model that’s tailored to your business needs and built on our award-winning IT infrastructure.

Why Move to Cloud-Based Solutions?

Your customers, whether internal or external, desire an easily accessible, secure and responsive experience. Employees must be able to perform their duties effectively and rely on dependable technology to fully support a positive customer experience.

Organizations are challenged with implementing communication systems and technology that allows their employees to work together from anywhere at any time. The solution typically involves multiple types of software, infrastructure and other platforms across many locations. Complex system integrations and management can raise IT costs and limit the IT staff from enjoying a productive and efficient employee experience. With IT employees in reaction mode, the customer experience falters due to downtime or unavailable data.

Adapt, connect, and transform your business with UNIVERGE BLUE Cloud-based solutions and unified communications streamline the employee experience while reducing costs and simplifying management. Employees have access to their data and systems via the internet or anywhere they have cell data coverage.

The challenge becomes deployment of these new solutions (legacy systems, reliability, security and cost) and choosing a technology that will continue to grow with the organization.

NEC UNIVERGE BLUE: Unified Communications as a Service (UCaaS)

UCaaS provides tools for organizations choosing to move voice, mobility, messaging, chat, video collaboration and more into the cloud. Employee teams can communicate anywhere, at any time, on any device. As an enterprise-grade communications solution, UNIVERGE BLUE is cost-effective, built with the latest UC tools at the cost of a standard user license. Best of all, this solution is fully customizable so any business can scale up or down as needed. UCaaS replaces outdated communication systems and reduces the need for extended disaster recovery planning and resources.

NEC’s UNIVERGE BLUE delivers this solution while shouldering the burden of maintenance and upgrades, freeing your staff to focus on other business needs.

NEC UNIVERGE BLUE: Contact Center as a Service (CCaaS)

Meet your customer where they are by implementing a cloud-based contact center solution that can be accessed from anywhere. Empower agents to use social media, SMS, webchat, phone, video and more to provide an elevated customer experience. Customers speak to a real human, specifically chosen through CCaaS skills-based routing and, if needed, moves your high-priority customers to the front of the queue. Any size business can benefit from this solution that scales from 5 agents to 20,000.

Again, NEC manages and maintains the system 24/7/365 and business continuity and disaster recovery is built into the solution.

NEC UNIVERGE BLUE: Team Collaboration

Team Collaboration creates a digital workplace in the cloud by improving workforce and remote communications and cooperation. Voice, video, screen sharing, messaging, meetings and file sharing is accessed through a single dashboard on multiple devices at any location. Either used in real time, or off-line, all team members are kept connected and up to date as communications follows them to whatever device they’re using.

Simplifying collaboration and reducing the cost and complexity of multiple applications improves the employee experience and employee retention.

What Makes NEC UNIVERGE BLUE Better?

NEC UNIVERGE BLUE enables a phased approach to organizations moving to cloud as well as a flexible delivery model. Built on highly secure JITC-certified encryption technology and offering two layers of support, NEC’s innovative solutions and customizable approach to communications allows businesses to:

  • Improve the customer experience
  • Improve the employee experience
  • Reduce IT costs
  • Reduce risk
  • Simplify technology management
  • Improve productivity

NEC also has extensive expertise in the market with more than 120 years of experience across all environments. Our solutions integrate into your current environment and scale to where you want to be in the future. Our dynamic delivery model gives you the options of on premises, cloud, hybrid, public or private environments. Payment options are just as flexible, with capex, op-ex or a combination of both.

NEC’s Cloud services allows your organization to grow and deliver a unified, reliable and secure experience with minimal investment. Customize the solution that’s perfect for your organization. Contact an NEC Solutions Expert to learn more or download the UNIVERGE BLUE ebook.

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