Stop Struggling With Global Connectivity

International call routing should be simple but it isn’t.

Take for instance a U.S. phone call to a call center in Delhi, India. Before reaching that destination, this call will bounce around … going through Tokyo, Singapore, then Bangalore before finally arriving in Delhi.

Not only is this costly and involves numerous disparate carriers but indirect routing leads to such issues as call latency and poor service quality. Then there are the compliance and regulatory challenges between and within countries to be concerned about. And this call hopping is common practice for international calls. Not ideal when looking to build or maintain a brand reputation or a global business.

Is there an alternative … yes there is!

Imagine achieving effortless international and multi-national connectivity. Where simple call paths and quality replace the complexity of complicated and costly global communications. Where a single contract and U.S.-based management ends the frustration and the inconsistency of internationally calling.

NETWORK CONNECTGlobal Orchestration – powered by NETWORK CONNECT – simplifies global telecommunications by delivering international U.S.-based calls directly to their destination anywhere in the world. No more contending with call hopping from one country to another, no assorted carriers, nor excessive costs or poor performance.

Instead Global Orchestration delivers:

  • Direct calling paths
  • Optimal call quality
  • Dramatic cost savings
  • One global bill
  • Managed compliance and regulations

All consolidated into one contract and a single support contact.

Its global connectivity made simple

Global Orchestration – powered by NETWORK CONNECT – is an innovative call routing solution. You work with just one provider – us – for your international carrier services and support as we consolidate over 375+ U.S. and global carriers into a single consumable provider-neutral service.

Call traffic becomes more direct, transparent and extremely dependable with five-nines reliability. Plus you can get started right away without the need to change any day-to-day operations and with little to no upfront costs.

  • M2M and AI algorithm-based call routing automatically directs calls to the best quality-of-service and most direct path
  • A single pane of glass management interface provides insight into your entire voice network with visibility down to the individual call regardless of where in the world

Take a closer look at what’s possible

Stop struggling

Let us show you how our global presence and our unmatched carrier diversity can transform your global reach and brand reputation.

Join us for a no-obligation lunch and learn demo and an assess of your current calling plan.

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

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

Using Cloud Contact Center Technology to Improve the Customer Experience

A positive Customer Experience depends upon a few critical elements. Having a streamlined Customer Journey process in place to effectively segment and route customer inquiries, to staff members (agents) that are best skilled and equipped to render the appropriate service or support, the first time. This results in an outcome (resolution) that should require little Customer Effort.

Sounds easy enough, yet businesses continue to struggle in making it easy for customers to conduct business with their organization.

The belief that having someone… anyone… partially skilled to answer a customer call was sufficient enough, is the new recipe for churn.

Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. But while 80% of companies believe they deliver “super experiences,” only 8% of customers agree. In other words, companies have a long way to go. And, that means there is tremendous opportunity to disrupt a competitor or gain market share in an industry. Shep Hyken – Forbes

For customers, the reasons really don’t matter. If it is deemed cumbersome and the Customer Effort is HIGH, the Customer Experience will be low, which of course can easily erode Loyalty and your revenue suffers. Customers want answers fast and in the most efficient way. That’s the American Way!

What’s driving the rate of change with respect to incorporating a Cloud Contact Center with an emphasis on Customer Experience (CX) within organizations today?

Some of the most common responses from speaking with Customers and channel partners over the past 3 years include: Business Growth by means of Customer Retention, Growth (Upselling/Cross-Selling), Referrals. Reduction of Staff (Agent) Turnover, Leveraging Data Insights to Handle More with effectively Less. Customers are seeking to Monitor/Manage by way of Business Outcomes and not legacy only Metrics.

Some Customer Experience (CX) observations that I think you’ll relate to/with:

A few interesting things.

  • It started with the early adopters, before Digital Transformation was a thing.
  • Cloud Contact Center initiatives propagated from being a Future IT Project Consideration to a Business Sponsor’s Speed to Market Weapon of Choice
  • Digital Transformation continued to surge as top planning initiative amongst executive leadership (CEO/CIO/COO/CFO/RO)
  • Speaking of surge, the pandemic (COVID I & II) accelerated the Cloud adoption model and gave most businesses a taste of WFH (Work from Home)
  • Schools and Parents learn about Distant / Online Learning really fast!
  • A frenzy of UCaaS/CCaaS acquisitions and strategic alliances emerge in the market
  • Some of the remaining blue chip hardware centric manufacturers of communication systems (PBX) exited the scene. A few limiting procurement through a subscription-based only model to further attempt to isolate them from future churn
  • We witnessed an additional wave or two of acquisitions and strategic alliances amongst Cloud Contact Center Technology (CCaaS) and UCaaS providers. Primary focus to balance and strengthen their portfolio and GTM strategies centered around single-pane of glass (unified applications)
  • Work from Home (WFH) adoption continues to grow, as employment of skilled “Available” staff (agents) become harder to source (hire). We’ve learned that Talent demands Tools.
  • Logistic Challenges to Supply Pent Up Demand compounded by Inflation makes for some interesting Customer Reviews. The Power of Online Reviews and the Suggested Customer Experiences of others (Good or Bad) impacts the bottom line
  • The Battlefield for Customer Loyalty affects ALL Businesses

CX Cliff Notes

Every Business wants Happy Customers and Profitable Growth
Loyalty of these Happy Customers is what drives Profitable Growth
Customer Experience drives Customer Loyalty

So… What Drives the Customer Experience?

Making it EASY and EFFORTLESS for Customers to Conduct Business with You (Customer Effort)

Through Effective Planning to Optimize the Customer Journey

By Enabling Staff / Agents with Appropriate Tools and Relevant Customer Information, that support Personalized Customer Interactions

Via Trained Staff / Agents that can easily Collaborate with Co-workers to Quickly Address Customer Inquires, the First Time.

Customer Effort Score (CES) is a single-item metric that measures how much

effort a customer has to exert to get an issue resolved, a request fulfilled, a product

purchased/returned or a question answered.

So where do customers go to find CX enabled solutions that better meet customer expectations while making their operations more efficient.

Customers typically have several channels when contacting organizations—email, chat, phone and even social media. Despite the choices, research shows that the phone call is still the preferred method of communication.1

A positive customer experience depends on having a streamlined process in place to handle incoming calls. Customers want answers fast and in the most efficient way.

Several common reasons cause a business to either mishandle calls or fail to answer calls altogether. Unexpected or seasonal volume can mean there’s not enough staff to handle the calls. Live agents might not be available after hours. Or perhaps the areas of responsibility of “who handles what” are not clearly defined.

For customers, the reasons really don’t matter. The customer experience suffers if they hear an annoying busy signal, get put on a long hold, or worst of all, get disconnected before their questions can be answered. Luckily, new technology is available to help organizations manage these and other issues while also enabling a more improved and often a more personalized customer experience.

Setting Up Call Queues

Call queues offer a way to handle incoming calls more efficiently. As part of a Contact Center as a Service (CCaaS) solution, call queues give the contact center a means to segment and route incoming calls based on information provided, such as reason for the call or priority level.

Specific queue segments can be configured to offer callback options or enable callers to leave messages on a specific voicemail box for after-hours inquiries. Pre-recorded messages can provide general information, including business hours, current outages or promotions. These multiple call queue options help organizations better meet customer expectations while making their operations more efficient.

Self-service Options

Intelligent call routing (ICR) is another way of effectively handling incoming calls. These options ensure the right agent answers a customer’s call. Using Interactive Voice Response (IVR) systems, contact centers can optimize the flow of customer interactions. When configured correctly, these systems help boost sales, reduce churn and increase customer satisfaction by making sure interactions are quickly and efficiently routed, handled and reported.

The automated IVRs interact with callers to gather information and route calls to the appropriate recipient. Examples of self-service prompts include:

  • Initial greetings and welcome messages
  • Options for language preference
  • Answers to common questions (hours of operation, location, access to personal account data)
  • Choices for customer actions (cancel an appointment, place an order, speak to someone in a specific department)

Giving customers a straight-forward way to address tasks, such as checking an account balance or paying a bill, enables customer self-service without using a live agent. It can also provide customer access to information during off hours, such as personal account data. If a problem or question goes beyond the offered menu options, an IVR system quickly leads the caller to the most relevant agent available, providing more personalized service.

Benefits of Contact Center Automation

Automated contact center systems benefit companies as well as their customers. Improving customer interactions through call queues and IVR, creates more efficient contact center operations, saving time for customers and contact center agents alike. Self-service options help eliminate the frustration of long hold times and enable a company to serve customers after hours and on holidays. Companies won’t miss a customer call, which ultimately help sales and creates a better customer experience benefitting your company as well as your customers.

NEC offers UNIVERGE BLUE ENGAGE, our cloud-based contact center solution. ENGAGE uses IVR to give your customers options on how they want issues to be resolved and enables them to obtain the right information or to engage with the right agent for a personalized experience. What makes UNIVERGE BLUE ENGAGE different from other offerings is that configuration and deployment is simple. Using the user-friendly and intuitive wizard, Easy-IVR gives organizations the power to build highly customized IVRs that drive business and improve customer interactions. Non-programmers can either build an IVR or enhance an existing one through simple, easy steps.

To learn more about NEC’s contact center offerings, fill out the Contact Us form below or visit our website .

Source:
40 Customer Service Stats to Know in 2021,” Swetha Amaresan, HubSpot, 6/9/21

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

Is Your Customer Service At Risk?

So much depends on your company’s 1-800 numbers and call center.  Periodic outages, dropped calls and poor signal service can leave a lasting negative impression.  Such incidents aren’t easy to recover from, tarnishing your brand name and possibly even leaving your organization scrambling if a disappointing experience goes viral.

What is your disaster recovery plan for Toll-Free Number (TFN) connectivity?

Lacking such a plan could be a costly financial and reputational mistake for your organization.

What to do …

Imagine having the ability to move your 1-800 and contact center numbers from one carrier to another instantaneously during an outage, ensuring inbound call continuity. This way your customers can access your agents and their support with no disruption.

It’s totally doable …

NETWORK CONNECTWith NETWORK CONNECT Toll-Free Dynamic Protection – our disaster recovery solution for toll-free connectivity – call traffic is protected regardless of carrier outages at your location. Our built-in out-dial and inbound failover provides optimal toll-free and contact center resiliency by circumventing issues that are the root cause of downtime and outages while protecting against poor service quality.

  • NETWORK CONNECT’s M2M and AI algorithm-based call routing automatically directs out-dial calls to the best quality-of-service from over 375 U.S. and international carriers.
  • Our Toll-Free Dynamic Protection Service provides inbound call continuity by programmatically moving your 1-800 numbers from a non-working carrier to a working one.

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

NETWORK CONNECT platform of services provides five-nines reliability, optimizes cost, and adds an extra layer of service assurance without the need to change any day-to-day operations. Additionally, it provides a single pane of glass management interface for your entire voice network, with visibility down to the individual call level.

Want to learn more …

Explore firsthand how we can protect the integrity of your major customer touchpoints with uninterrupted access from everywhere and in the most proficient and cost-efficient way possible.

Request your no-obligation toll-free disaster recovery lunch and learn demo to get started.

Contact Us Today

Why Unified Communications Is Essential to Remote Work and Business Continuity

As business leaders implement new policies for returning to work, they are also reevaluating plans for enterprise resilience. The COVID-19 pandemic and shutdowns caused businesses to react quickly, testing their agility and ability to recover. During this stabilization period, there will be a pivot towards flexibility and improved business continuity plans for the “next normal.”

Business Continuity While Working Remotely

No one could predict that organizations would have to quickly embrace remote work due to the potential spread of employee illness. As a case in point, a Gartner Business Continuity survey revealed that only 12% of organizations felt that their business continuity plans were prepared for the impact of COVID-19. Without these plans in place, revenue has been affected, some businesses have shuttered, and others are unable to reopen.

With the continuation of the pandemic and the uncertainty of a vaccine, 74% of CFO’s are planning to permanently shift to remote work in order to manage costs. The onus is now on IT and security leaders to consider what employees need to successfully work from a remote location so that business can continue as usual. Leaders are looking to cloud-enabled services and unified communications to minimize future business disruption and support remote collaboration.

Built on NEC’s award-winning infrastructure, UNIVERGE BLUE® offers affordable services to ensure business continuity and employee productivity and collaboration while working remotely.

Why Unified Communications is Essential for Business Continuity

Remote work and telecommuting options have steadily been increasing, with 159% growth in the past 12 years, driving an increase in UC implementation. As some organizations were considering unified communications before, there is now an added benefit of increased business continuity and disaster recovery, post-COVID-19.

Moving to a UC solution takes services such as telephony, file storage sharing, video conferencing, contact center and data backup to the cloud so they are accessible from anywhere at any time. Cloud-enabled services create an additional layer of security to real-time work processes, guaranteeing availability beyond weather events or pandemics. Systems and collaboration tools remain available to remote work locations, often at higher speeds, to enable workflow and increased productivity outside of the normal office environment.

Since the unexpected impacts of the pandemic, work and team collaboration have been changed for good. It is imperative that a disaster recovery plan account for remote work options. Organizations must include UC in their contingency plan to be agile and continue business as usual.

Remote Collaboration and Effective Communications

As more employees are expected to work from home, remote teams must find new ways to work together. Unfortunately, remote communications can be easily distorted or misinterpreted with delays and a lack of physical and social interaction. Another frustration is when remote teams choose ad-hoc services, creating more complexity, security holes and maintenance challenges for IT and security teams.

Streamlining communication complexity is the key to improving remote collaboration, enhancing security and productivity, as well as saving time, finances and resources.

It’s important that employees don’t lose the power of face-to-face meetings while remote. The good news is they don’t have to! With NEC’s UNIVERGE BLUE® MEET Video Conferencing solution, you and all of your colleagues have access to powerful virtual collaboration tools to help keep your business moving forward—even when employees aren’t in the office.

What’s more, NEC is giving MEET Video Conferencing and Collaboration to existing customers and new UNIVERGE BLUE® customers for FREE for the rest of the year!

*Some Restrictions Apply*

Responsive Remote Contact Center

One of the challenges with remote work is continuing to provide a high-quality customer experience. Implementing unified communications optimizes contact centers, offering increased control and simplified maintenance through a single platform. Instead of working through multiple tabs or applications, contact center agents are more agile, with one interface to handle customer needs efficiently, from anywhere at any time.

Contact center performance can be measured through monitoring, recording and analytic reporting. The use of unified communications for contact centers also allows for easier scalability and deployment for remote workers. With a streamlined remote contact center, organizations can hire agents in any location and ensure top-notch customer responsiveness.

Secure Disaster Recovery

No business continuity plan is complete without secure backup and recovery to manage and protect critical proprietary information and data. Working remotely can increase security and compliance challenges, as sensitive data may be stored unencrypted on remote workstations, especially if there is no singular platform for accessing company resources.

When moving to cloud-enabled services for responsive communications or collaborative work practices, IT and security teams require simplified and more secure data storage. The cost-savings of implementing a secure, cloud-enabled data backup and recovery platform also include ongoing access to the latest hardware and software without the need to maintain the infrastructure or personnel.

Why Choose NEC UNIVERGE BLUE® for Remote Work and Business Continuity?

The new remote work challenge for IT and security teams is managing multiple types of software, infrastructure and other platforms across many locations. UNIVERGE BLUE offers secure, cloud-enabled unified communications and collaboration solutions that are fully integrated, scalable, cost-effective and easier to maintain than on-premises hardware. The streamlined communications platform improves employee and customer experience with secure access from anywhere for team collaboration and a centralized hub for information.

NEC also offers a phased approach and flexible delivery model for organizations moving to unified communications. Consider UNIVERGE BLUE solutions to:

  • Improve remote employee productivity and collaboration through greater mobility and communications
  • Reduce IT costs through integration with other cloud-based applications and simplified management
  • Reduce risk with secure, compliant data backup and recovery

Contact your NEC Account Manager or visit the UNIVERGE BLUE website to learn more.