Unified Communications for Business (UCB)

Recent Enhancements
Unified Communications for Business (UCB)
UCB is constantly evolving to meet
the changing business needs of
contact centres and attendant
console operators. This brochure
contains release highlights from
v.6.0 to v.8.1.
Enhancements in v.8.1
All new Webchat
V.8.1 delivers a revitalised user interface and an easy to setup,
New Touchpoint Operator Console
secure webchat interface allowing for improved lite weight
integration to your website.
Increase operator efficiency with a fresh new console operator
interface. The new console user interface delivers improved
enterprise contact search with context sensitive alerting.
Improved SMS interaction queuing
Now offering direct SMS gateway support, with 2-way agent
Improved supervisor visibility in
TouchPoint
TouchPoint’s supervisor and monitoring views have been
refined to further assist with managing agent productivity and
session management. Talk to the NEC team about integrating
your SMS gateway for more control over your SMS channel.
Enhancements in v.8.0
quality.
Improved server resiliency
Leverage SQL 2014 clustering and merged replication to keep
your business critical contact centre application to mitigate risk
around disaster recovery (fail-over / fail back) scenarios.
Multi-channel capabilities for
TouchPoint
TouchPoint goes multi-channel, taking the complexity out of
managing calls, emails, web chats, texts and social media, and
increasing agent productivity.
NEC Australia
au.nec.com
UCB - Recent Enhancements
Other notable enhancements include:
•
Snapshot delivers real-time data from UCB and third-party
databases like CRM
•
UCB’s Email Queuing and Unified Messaging solutions
supported in a Hosted Exchange environment and for
Microsoft Office 365
•
•
Updated contact centre metrics and reporting
Embedded images can be added to Email Queuing
response templates or on the fly
Enhancements in v.6.1
Improved productivity and customer
satisfaction
Integration with other NEC solutions such as Quality
Management Suite (QMS) allows agents using TouchPoint to
•
Extend your office communications to your Android phone
with Executive Mobile
•
Capture unique information about every customer contact
using Dynamic Wrapups
•
Gateway for Microsoft Lync can extend the life of your
existing PBX while opening the door to the features of
move quickly and effortlessly between the applications. New
Lync
metrics are displayed in highly visible, graphical formats that
make it easy to monitor activity. Manage your contact centre
while on the move using TouchPoint on Windows compatible
tablets.
Enhancements in v.7.0
Enhancements in v.6.0
•
•
Support for Microsoft Windows 2008 Server 64-bit
Outdial Queuing now supports multiple numbers, preferred
agent retry and a new active campaign view
TouchPoint voice agent
TouchPoint for voice-only agents eliminates the clutter on
the desktop and delivers context-sensitive functionality to
streamline the way agents work. Boost agent productivity and
revenues by equippingagents to do collections, outbound sales
campaigns or appointment reminders during slow inbound
periods. Capture feedback from customers that interact with
agents using the phone, email or web chat using multi-channel
Survey. New redundancy options help safeguard your contact
centre
Enhancements in v.6.2
Microsoft SQL database
SQL offers a robust, secure and widely used enterprise-level
database management system.
•
New customisable search categories within Phonebook
improve operator efficiency
•
Improved voicemail security features
UCB - Recent Enhancements
A Commitment to Innovation
Below is a summary of the new features & functionality of UCB, which have been added since version 6.0:
6.0
6.1
6.2
7.0 8.0
8.1
Enhanced Phonebook search including additional info tab & ability to add custom fields
a
a a a a
a
Quick Find functionality speeds up searches
a
a a a a
a
Capacity of Phonebook doubles to 10,000 users
a
a a a a
a
Security enhancements including the ability to prompt voicemail password changes monthly
a
a a a a
a
Executive Mobile for iPhone connects you to your office desktop application & voice mailbox
a
a a a a
a
Outdial includes the ability to enable both Preview & Power dialing within a single campaign
a
a a a a
a
Enhanced visual indicators when a new chat message is received in an active chat session
a
a a a a
a
Improved Wrapup template simplifies configuration of template items & offers ability to enable
dynamic wrapup codes based upon the agent’s selections
a a a a
a
Executive Mobile available for Google Android phones
a a a a
a
Click-to-Dial available wherever you access Microsoft Presence information in Microsoft Office
a a a a
a
Ability to embed images in Email Queuing templates & paste images into outgoing emails
a a a
a
Additional Exchange Connector for EWS (Exchange Web Services) parameters for configuring
Unified Messaging on Hosted Exchange & Office 365
a a a
a
Forced announcement time can be excluded from Service Level calculation & reports, offering
a more accurate view of wait time for delivery to an available agent
a a a
a
Average Handle Time (AHT) & Average Speed of Answer (ASA) displayed for queues & agents
a a a
a
Available & idle classifications updated to account for agents in worktime. Handle time, also
added in 6.2, covers on call, after call work (ACW), & wrapup
a a a
a
Option to review before sending when callers/subscribers leave a message for a voicemail user
a a a
a
Email Queuing includes the ability to drag-and-drop attachments to outbound email messages
a a a
a
UCB’s database changes to SQL Server
a a a
a
Reports application displays Average Handle Time (AHT) & Average Speed of Answer (ASA)
a a a
a
TouchPoint, UCB’s modern new user interface, streamlines the way agents & supervisors work
a a
a
Multilingual interface supports English (US), German, Latin American Spanish, & Russian
a a
a
Modifiers can be set up to allow many-to-one routing of email addresses to a queue
a a
a
Integration to QMS allows call data to be stored against voice recordings in QMS database
a a
a
Ability to remotely activate Snow Mode during emergency situations
a
a
Multi-channel TouchPoint allows agents to handle calls, emails, web chats, texts & social media
a
a
Callback detects & prompts overseas callers to enter their country code
a
a
All new Operator Console based on TouchPoint’s streamlined design
a
Full support for SQL2014 and Clustering, improving server disaster recovery support
a
Additions to TouchPoint including: SMS chat management, improved supervisor views, integrated outdial, fax and voicemail control.
a
UCB - Recent Enhancements
Latest platforms supported
Why choose NEC?
• Microsoft Windows Server 2012 R2 (supported from v.8.1)
• Microsoft Windows 8.1 (supported from v.8.0)
• Microsoft SQL Server 2012 (supported from v.7.0)
• Microsoft Office 2013 (supported from v.6.2)
• Microsoft Office 365 (supported from v.6.2)
• Microsoft Lync 2013 (supported from v.6.2)
• Microsoft Windows 8 (supported from v.6.2)
• From out-of-the-box to fully customised solutions, from
one seat to thousands of seats across many sites, NEC has
delivered contact centre management solutions to more
than 800 Australian businesses, servicing more than 30,000
contact centre seats
• Full range of information technology, communications
solutions and services that span consulting, application and
infrastructure solutions
• Application and infrastructure managed services and
nationwide maintenance and support
• Cutting edge display solutions, including displays
and digital signage, desktop monitors, and projection
equipment
• Strategic partnerships with Enghouse Interactive, Cisco,
Genesys, Microsoft, Oracle and others
• Part of NEC Corporation, a global leader in the integration
of IT and network technologies
• 44 year presence in Australia – established in 1969
• Australian head office in Mulgrave, Victoria, with offices in
all states
For more information, visit au.nec.com, email [email protected] or call 131 632
Australia
NEC Australia Pty Ltd
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Europe (EMEA)
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About NEC Australia. NEC Australia is a leading technology company, delivering a complete portfolio of ICT solutions and services to large
enterprise, small business and government organisations. We deliver innovative solutions to help customers gain greater business value from their
technology investments.
NEC Australia specialises in information and communications technology solutions and services in multi-vendor environments. Solutions and
services include: IT applications and solutions development, unified communications, complex communications solutions, network solutions,
display solutions, identity management, research and development services, systems integration and professional, technical and managed services.
UCB - Recent Enhancements
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