NEC SV9100 UCB Applications

Knowleadge worker

UCB’s Knowledge Worker improves the productivity of all employees by consolidating the management of phone calls & faxes with voicemail, staff presence and internal chat - all from the PC.

Key Benefits

Screen-pops - Caller information displayed enables calls to be answered more professionally and efficiently.

Presence - Status of entire staff whereabouts. Colleagues can be reached more quickly, saving time and avoiding endless voicemails and phone tag.

Presence Profiles - Automatic individual voicemail greetings each time a user leaves the office, along with date/ time of return.

Calendar Integration - Profile greetings with ETA are automatically activated, based on Outlook Calendar appointments.

Control of phone and fax - All ncommunications can be managed from the PC without having to leave the desk.

Customised voicemail responses - For specific recognized callers, enhancing customer service.

Operator Console

With Operator Console, receptionists are empowered to manage incoming calls more professionally and efficiently then ever, creating a better customer experience. They know who’s calling, who’s available to take the call, and who’s busy. They don’t keep callers waiting.

Key Benefits

Screen-pops - Detailed caller ID information can be viewed before answering the call. This enables a more personal service such as greeting a caller by name, and responding more quickly to requests. Calls from top customers can also be prioritised.

Presence - Status of all staff is displayed on the operator’s PC, allowing them to take an individual approach to each call. Notification of the expected return time is also displayed.

One-touch dialing – Speeds up call control - with single-click transfers and hot buttons.

Message Management - Operators can review and re-distribute voice and fax messages collected in a entral mailbox to any users in the organisation without leaving their desks.

Graphical User Interface (GUI) - Easy to use, your operators simply point and click or use hot keys to answer, transfer, hold or make calls far quicker than traditional telephony.

Call recording - Simply click on the“Record” button while the caller is speaking. Each recorded conversation can then be directed to the appropriate person’s mailbox

Operator Console Lite

A slimmed down version of Operator Console - a low cost solution ideal for small businesses.Real-time call activity is displayed, telling the company receptionist or operator who’s calling, who’s available to take the call, and who’s busy.

Key Benefits

Screen-pops - Detailed caller ID information can be viewed before answering a call. This enables a more personal service such as greeting a caller by name, and responding more quickly to requests. Calls from top customers can also be prioritised.

Presence - Status of all staff is displayed on the operator’s PC, allowing them to take an individual approach to each call. Notification of the expected return time is also displayed.

Graphical User Interface (GUI) - Easy to use, an operator simply point-andclicks or use hot keys to answer, transfer, hold or make calls.

One-touch dialing – Speeds up call control - with single-click transfers and Busy Lamp Field buttons.

Console Reporting - Receptionists & management can get a real-time picture of number of calls.

Call history page - Quick reference for the most recent inbound, outbound & missed calls.

Contact Centre

UCB Contact Centre provides visibility on how a business is treating it’s customers. You can view agent activity levels and monitor the delivery of customer service through all media types - making it easy to enhance service levels and improve staff productivity.

Key Benefits

Make a difference to customer service - Using customer information and skills based routing; callers are directed to the agents best able to help them, quickly and efficiently.

Transform a call centre into a contact centre - Intelligently manage all contact media types - including phone calls, voice messages, email, SMS text, web chat and fax - in a single, fully integrated solution.

Unparalleled control - All contact centre operating parameters are adjustable, allowing any changes to be made in real-time with simple to use wizards.

Lower call abandonment rates - With customised announcements and caller specific options, more calls stay in the queue and are delivered to agents.

Scaleable, modular solution - A future proof investment with additional functionality available as and when required.