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.

Save Money and Take Control of Your Telecom Environment by Switching to NEC’s Network Connect

Our “new normal” requires businesses to decentralize their workforce and allow team members to work from home. The new surge in phone activity, video conference calls and virtual meetings puts a strain on networks – including Zoom, Skype, Webex and FreeConferenceCall.com – leading to busy signals, audio issues, video latencies and an extreme increase in monthly telecom costs.

Because employees are working remotely, removed from their usual IT support structure, many organizations are experiencing an uptick in incoming help desk calls. Additionally, external customer support calls and internal calls to and from colleagues are overloading call centers and networks, and slowing productivity. Many industries such as healthcare, banking, state and local government and online retailers are currently facing much higher than normal call volumes, resulting in excessively high phone bills.

Call 1-844-NEC-SAVEto speak to an expert today!During this unprecedented time in history, organizations are being challenged to cut costs while maintaining the same level of productivity, and employees are being challenged to work and communicate differently. NEC has a solution to help organizations support the sudden influx of remote workers and increased call volume while mitigating financial pressure and network vulnerabilities that could be festering as a result: NEC Network Connect.

Finally, The Ability to Control Your Telecommunications Network Traffic

With the use of intelligent call routing, artificial intelligence (AI) and machine learning, NEC Network Connect establishes the most optimal and cost-effective call path, reliably and securely, saving organizations 30% or more.

Don’t be dependent on a single carrier with a single connection. NEC Network Connect utilizes hundreds of carriers, efficiently and transparently, so that every call is completed and telecom prices remain affordable.

Automated voice network monitoring and remediation is built into Network Connect so all calls are automatically routed around network outages, assuring your customers and colleagues can reach you on the first call. Network Connect routes each call through to the most cost-effective network by avoiding carriers that are charging fees and above-average prices, helping reduce voice network costs during a time where call volume is at an all-time high.

With NEC’s Network Connect, organizations gain more insight and control of you’re their entire telecom environment.

Gain Reliable Phone Lines at Reduced Operating Costs

Even though current circumstances have put physical restraints on many businesses’ operations, certain industry demands, like customer support, are higher now and remote workforces are busier than ever. Consumers are frequently reaching out to remote customer support lines to ensure they are being supported and logistics are operating smoothly. While an increase in customer call volume can improve customer satisfaction and loyalty, it can also result in excessive phone bills as well as carrier overload.

Today more than ever, these businesses and industries are looking to save money and cut unnecessary costs. Companies must continue to offer high quality customer service. Employees and teams must be able to connect and collaborate. Now is not the time for busy signals, dropped calls, unavailability and excessive phone bills. Collaboration and customer service require that calls are answered, and lines of communication are always reliable.

Reduce Telecommunications Costs by 30% with NEC Network Connect

Increase Network Visibility and Control

According to Bernstein Research, video conferencing company Zoom has added more users in the first few months of 2020, than in all of 2019. The challenge with Zoom or other conference lines is the lack of control and network visibility.  Mission critical networks, such as 911, healthcare, public safety and education, need reliable, secure networks for connecting.

To support your workforce, your IT and Call-Center personnel require visibility and control into organizational voice network traffic through a singular management interface across a multi-site or multi-national network. By switching to a voice network provider that offers enhanced network visibility into call traffic, organizations can see if 800 numbers are being misused and if certain numbers are dormant or have engaged in non-compliant activity during remote calls.

Maximize Productivity and Security for Your Remote Workforce

As organizations reevaluate their plans, now is an ideal time to seamlessly upgrade to NEC Network Connect. NEC has provided unified communications solutions globally for generations and can work with your implementation team to define a path forward.

The transition to NEC Network Connect is quick and seamless, requiring no additional infrastructure or changes in business operations. Simply make the switch from your current provider to maximize control of your telecom environment and to start saving money today!

Please give us a call today at 1-844-NEC-SAVE to start saving or schedule a consultation to see how NEC Network Connect can work for your organization.

Contact us and find out how NEC’s Network Connect can work for you!

Putting Dynamic Communications At The Center Of Business

Inaccessibility and non-responsiveness are no longer acceptable in today’s business environment.  It isn’t prudent in winning or retaining customer loyalty; it doesn’t foster internal teamwork; nor does it help in building a sustainable brand reputation.  Plus, from a technology perspective, there really isn’t an excuse for lengthy lags in responsiveness, productivity or collaboration.

Unified Communications (UC) with its integrated approach to advanced voice, mobility, messaging, video and audio collaboration and communications apps, enables organizations of all sizes to effectively manage the how, when and where of their connectivity.  Yet to create such an accessible and dynamic work environment, having the right foundation is essential.  A communications platform that is capable of reliably and quickly facilitating and right-sizing how, when and where regarding its accessibility across and beyond the enterprise.

NEC has been recognized by industry experts as having one of the highest levels of customer satisfaction among UC vendors and providing customer solutions with one of the lowest total cost of ownership in the market.  So what performance factors determine the company’s highly reliable and virtualized UC environments?



Operational & Service Scalability
Interoperability and accessibility are central to agile enterprise operations from an operational and customer service standpoint. Communications systems have to be dependable, sizable and adaptable. But they also must remain manageable. NEC’s UNIVERGE® SV9500 UC solution probably best illustrates how the company is meeting these requirements. Developed for larger and geographically dispersed organizations, this communications solution robustly supports voice, unified communications as well as unified messaging and it is all done from a single point of management. In spite of such broad capabilities, the SV9500 is among the simplest UC-capable systems to configure and integrates simply into existing IT technology as a fully interoperable IP or digital system. There is also a virtualized software model for those seeking more extensive competencies and a new SV9500SE model that brings the SV9500 and its many abilities to smaller-sized organizations.

When it comes to scaling customer service, it is all about meeting if not exceeding expectations. The UC Contact Center suite for the SV9500 exemplifies such front line attention through its fast and efficient handling of customer calls. Able to control high call volume using intelligent routing, inquiries get evenly distributed among contact agents to reduce hold time or can be skill-based to best match queries with the most appropriate representative. Additional agents can even quickly sign in during peaks or purges in caller activity to ensure optimal responsiveness. And to lessen the chance of call abandonment or caller frustration, options such as automated call back and queue announcements can keep those on the line engaged and provide them with control over how their call gets handled. With additional options such as chat, email or voice, callers can truly interact and get the information they need in the manner that they like best.

Collaborative & User Accessibility
Openness and transparency and the capability to react quickly defines what it means to be a highly-connected workforce. Through improved access to critical apps and by knowing when and how to best reach someone, tasks get completed quicker and more easily. When complete suits of user-centric UC and collaborative apps are consolidated into one highly available client, teamwork becomes streamlined. NEC’s SV9300 solution makes all this possible for mid-size organizations with up to 1,500 potential users. By supporting collaborative apps as instant messaging, group chat, audio and video conferencing along with presence technology and intelligent call routing, unencumbered communications can be realized across grouped and dispersed individuals, teams and environments. The fact that the platform’s mobility apps are out-of-the-box ready and compatible across Apple® iPhone®, iPad® and Android™ devices ensures quick deployment and uninterrupted adoption. Equally as important, this compatibility averts any need to replace or reinvest in existing technology and avoid time-consuming and disruptive operational modifications.



Brand Sustainability
Brand memorability depends on the experiences provided. Each and every interaction – whether interpersonal or electronic – has the potential of enhancing or detracting from an organization’s reputation. As a hub for so many apps, communications systems can be instrumental in understanding which applications and devices are promoting or hindering brand loyalty and employee productivity. Intuitive, feature-rich call accounting systems can provide complete visibility into UC usage and the means to effectively evaluate performance. This is why NEC includes a secure and modifiable administration and expense management system with each SV9000 Series communications platform, even for the SV9100 designed especially for smaller-sized organizations. So even smaller companies can benefit and alter their practices by effortlessly scrutinizing how their communications system and collaborative apps are creating brand ambassador moments.

Interested in how NEC – a global leader in the call control market – can optimize your workforce across and beyond the organization? Contact us now and find out …

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Changing the Game for Contact Center Technology

As the manager of sales engineer and operations for NEC Corporation of America, I have seen numerous changes in contact center technology, but one thing was the same – technology drove the solutions – until now. We have moved to an environment that is significantly more consumer driven, and those needs drive the solution. What makes this most interesting from the standpoint of contact center technology is that the technology is moving beyond the contact center and into the rest of the organization.

According to Carmela Fairchild, contact center technology expert at dvsAnalytics, workforce optimization is being used in financial areas such as credit collections, for higher education and in hospitality. In all these cases, the uses are beyond a traditional call-center environment. Organizations realized that the amount of data that can be accumulated in the call center could be used to assess customer experience, responsiveness and overall effectiveness of many other departments. For example, a reseller of automotive parts with more than 1,400 locations throughout the United States and Canada realized that call center technology would empower it to record all the phone calls to its small locations, providing actionable data.

#Customer engagement is a metric that is here to stay, particularly as consumers become more sophisticated w/ tech Click To Tweet

We see a similar trend with our customers, and find that there is increasing interest in deploying contact center technology for uses outside the traditional center.

“I used to spend most of my time speaking with contact center executives, but now I spend 90% or more speaking to CIOs and CFOs who realize the power of this solution and how it can positively impact their business,” said Mary Irwin, solutions architect for NEC Corporation of America. “Organizations realize that data can be retrieved via this technology, and that they can provide better customer engagement by routing calls so they are answered, rather than going to voice mail.”

Irwin went on to say, “Tracking the entire organization has become important so they can ensure the right information is given to the right people to do their jobs more effectively. It’s more about solving a business problem rather than tracking call times or other metrics.”

Organizations are focused more on customer engagement than ever before, with an eye to self-service as well as getting answers to questions quickly and efficiently.

“Customer satisfaction has become more important, so in addition to self-service to provide convenience, organizations are now realizing they must get customers to the right person, no matter the cost. Otherwise, they run the risk of losing that customer, which costs them more in the long run,” said Irwin.

Customer engagement is a metric that is here to stay, particularly as consumers become more sophisticated in their technology use and also increase their expectations. So what else is in store for contact center technology?

The Future is About…

“Even with all the best technology and self-service capabilities, I believe that voice will become the de facto standard for escalation.  When consumers cannot get what they need by other methods, speaking with a live expert is the next logical step.  However, I do see it improving via the use of speech analytics,” said Fairchild.

One trend we all agree on is that contact center technology will start to include gamification. Reasons include:

  • Agent retention and motivation
  • Competitive differentiation
  • Improve operational efficiencies

According to Gartner research, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.   Therefore, workforce optimization solutions will need to provide the framework to support the trend.

Multiple media, sometimes called multi-channel or omni-channel, will expand significantly in the years ahead. Virtual queuing, or what we used to identify as “callback,” will become the rule as opposed to the exception. Companies are learning that virtual queuing can vastly improve their first call resolution while keeping customers happy.

For more information on how contact center technology can support your operational initiatives as well as future needs, visit our recorded webinar series where you can learn more about NEC’s latest contact center innovations, why they are so important and which are appropriate for your organization.

YMCA of Greater Louisville: Using UC to Transform the Guest Experience

This powerful narrative about the YMCA of Greater Louisville shows how the organization’s use of NEC unified communications (UC) transforms the guest experience. YMCA management and staff share how NEC technology is empowering employees to connect more closely with members—resulting in a better experience for the Y’s membership.

Utilizing a newly built contact center that serves 17 branch locations across three counties, the YMCA increased onsite productivity by effectively handling on average 12,000 calls a month from a single remote location. Which leaves more time for staff to personally interact with their local members. Learn more about the YMCA’s story presented in their own words.

NEC technology can help other organizations grow their businesses through unified communications solutions. Are you ready? Let us know as we are ready to help.