Tags: cloud

On-Prem To The Cloud In A Day

Posted by Joe Salisbury on Posted in Cloud, Contact Center, Customer Experience Tagged , ,

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

Posted by Joe Salisbury on Posted in Cloud, Contact Center, Customer Experience Tagged , ,

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.

FedRAMP & StateRAMP Authorization – It isn’t just for government agencies

Posted by Joe Salisbury on Posted in Cloud, Contact Center, Customer Experience, Government, Security Tagged , ,

Despite being primarily developed for government use, FedRAMP and StateRAMP authorized solutions offer undeniable potential that extend far beyond federal, state and local government agencies.

These programs require service providers to undergo rigorous assessments and adhere to strict security controls for their cloud-based products and services. By opting for a vendor that is FedRAMP or StateRAMP authorized – or in the case of our NEC and T-Metrics omnichannel contact center solution which is both FedRAMP and StateRAMP authorized – private sector organizations can be certain they are working with a responsible business partner. One committed to highly secure cloud offerings and cybersecurity best practices.

Explore How NEC & T-Metrics Are Advancing Omnichannel Contact Centers
with a next generation FedRAMP and StateRAMP authorized solution

SECURITY
     By selecting a FedRAMP or StateRAMP authorized solution, users have peace of mind knowing that it is capable of effectively mitigating cyber threats and security risks by adhering to the demanding standards set by both programs.
TRUST
     As a user of a FedRAMP and StateRAMP authorized solution, companies can position themselves as an organization to be relied upon for secure and reliable service, differentiating themselves from their non-user competitors to strengthen trust among customers, partners and stakeholders.
SAVINGS
     FedRAMP and StateRAMP based services also minimize user need for extensive security audits. Valuable time and resources can be saved as ongoing security assessments are central for service providers to maintain authorized status.
OPPORTUNITIES
     Opting for a FedRAMP or StateRAMP authorized offering can even unlock valuable business opportunities. This is especially true if looking to grow business within specific industries that place a strong emphasis on stringent security measures and regulatory compliance.

So as you can see, FedRAMP or StateRAMP authorization isn’t just for government agencies. It’s just as relevant to organizations across any industry that values reliability and security.

Interested in seeing a FedRAMP / StateRAMP contact center solution in action?

Connect with us directly @ 1-844-NEC-SAVE or reach out using the form below.

Ensure Data Security and Compliance with UNIVERGE BLUE ARCHIVE

Posted by Adam Uthe on Posted in Cloud, Security, Unified Communications Tagged , , ,

FIND THE INFORMATION YOU NEED, THE MOMENT YOU NEED IT

Do you and your organization spend too much time searching for information from your day-to-day business communications? Whether the information is needed to improve productivity, maintain compliance, or assist HR and/or Legal investigations, it’s critical that organizations can find what they’re looking for as soon as possible – and without compromising on information security. That’s why NEC is excited to introduce UNIVERGE BLUE ARCHIVE, a data retention solution available to UNIVERGE BLUE CONNECT customers that makes it fast and easy to find important communications the moment they’re needed. It automatically preserves, protects, and provides search and retrieval of critical business communications, including chat, short message service (SMS), phone calls, voicemails, and more.

UNIVERGE BLUE ARCHIVE

Evaluate Employee Productivity Levels
UNIVERGE BLUE ARCHIVE addresses important productivity challenges for almost any business. Sales teams, customer support and most other business functions generate communications that are essential to retracing important decisions or ensuring you have a more complete view of customer interactions. This helps improve the performance of internal customer-facing teams, while also providing a better overall customer experience. ARCHIVE also secures access to internal communications and protects from accidental or malicious deletion that may occur during transitions, leaves of absence, and other significant organizational changes.

Total Compliance For Any Industry
Every organization has a minimal level of compliance it needs to maintain, whether its industry-specific or general protection and privacy requirements. ARCHIVE makes it easy to preserve, identify and retrieve relevant interactions to support compliance with regulatory and internal governance retention requirements. ARCHIVE supports healthcare (HIPAA, CMS), financial services (BSA, SEC, FINRA, MiFID II) and legal industry retention periods and policies, data residency (US, Canada, UK), privacy (GDPR), data integrity, and security requirements.

Protect Your Organization – And Your Employees
Legal teams can also save time by utilizing ARCHIVE to streamline their review processes when conducting investigations or preparing for future litigation. ARCHIVE makes it faster and easier than ever for Human Resource teams to investigate and resolve potential workplace harassment and misconduct that takes place on the organization’s communications and collaboration platform(s).

Designed to support a wide range of organizations, UNIVERGE BLUE ARCHIVE provides a simple, cost-effective, powerful service for preserving and quickly locating relevant communications. Never have to worry about losing important communications again with UNIVERGE BLUE ARCHIVE. To learn more, visit https://www.univergeblue.com/cloud-services/archive/.

You Have Choices . . . In How To Improve Your Contact Center

Posted by Joe Salisbury on Posted in Cloud, Contact Center, Intelligent Call Routing, Unified Communications Tagged , , , , , , , , ,

With our world increasingly becoming multi-channeled, companies – especially larger organizations with call centers – must come to terms with this.  Whether by text, chat, email, social or phone, support agents must be empowered to engage with customers in the way the customer wants and do it seamlessly regardless of contact choice.

Such agility doesn’t come easy, especially for contact centers managed in-house or at large enterprises where the complexity of on-site, remote and even overseas operations can impede highly integrated and consistent experiences.

So what can be done …

The most obvious choice is to concentrate on the customer experience. Smart companies are doing this by unburdening themselves from the technical aspect of contact center management by moving to the cloud.  Cloud Contact Center as a Service solutions – such as those provided by NEC UNIVERGE BLUE® – deliver relevant multi-channeled environments that integrate telephony, collaboration, responsiveness, security and transparency into a single, fully managed and interconnected ecosystem.UNIVERGE BLUE CONNECT

Some of the value we bring includes:

  • Interactive voice response wizards, voice prompts, customized call journeys and self-serve call management that make the customer experience crazily simple to implement, change and maintain
  • AI interactive analysis with sentiment tagging and automated phrase alerts for insight into trending customer requests and reactive agent amendments
  • Automatic call distribution synchronized to specific functions, regions, time of day and organization or industry-specific criteria for faster and more direct handling
  • Multi-channel options like chat, email and text to take the conversation beyond voice easily
  • Customizable desktop and browser agent clients that effortlessly integrate with standard CRM platforms and critical business apps for broad and intuitive access to vital information and resources
  • Call monitoring to help assess agent performance so reps are always ready to meet incoming requests and service gaps are quickly filled
  • Status alerts for heighten visibility into call center performance to improve staffing levels, conditions and availability

Hesitant or unable to totally transform …

Cloud adoption doesn’t have to be an all or nothing business directive.  Take for instance NEC’s partnership with T-Metrics and our ability to deliver an advanced blended omni-channel contact center solution – with comprehensive cloud-based services – that sits on top of existing infrastructure.
UNIVERGE BLUE CONNECT

By integrating with most unified communications systems, cloud contact center adoption and expansion is easy to achieve and without having to replace existing or still valued tech stacks.

This is ideal for organizations with current contact centers or those  looking to build highly responsive, productive and cost efficient call centers but without having to contend with a major overhaul.

There’s even disaster recovery from the cloud …

Imagine the ability to move 1-800 and contact center numbers from one carrier to another instantaneously during an outage, ensuring inbound call continuity. This way customers can access agents and support without disruption.

It is possible with NEC NETWORK CONNECT Toll-Free Dynamic Protection – our cloud-managed disaster recovery solution for toll-free connectivity. Our service provides inbound call continuity by programmatically moving 1-800 numbers from a nonworking carrier to a working one. Our built-in inbound failover provides optimal toll-free and contact center resiliency by circumventing issues that are the root cause of downtime and outages and protecting against poor service quality.

This innovative toll-free protection service is easy to deploy, cloud-managed, and comes with no or minimal upfront cost and five-nines reliability. It also provides operational cost efficiency due to our carrier plan’s wholesale pricing.

Want to learn more …

Let us show you what’s possible and would work best for your organization with a no-obligation demo of our cloud contact center services and a free gap analysis of your current contact center environment.

Contact Us Today