Contact Center

The contact center is your central point of contact with your customers. That’s why NEC Unified Solutions offers a broad range of contact center solutions – addressing the needs of contact centers from very small to very large; from loosely structured groups with informal agents to organizations with dedicated agents; from contact centers with straightforward applications serving single customer types to those with complex applications serving a wide variety of customers.

Automated Messaging System (AMS):

The fast, easy, affordable way to deliver reminders and messages.

Managing time and resources is much easier with the help of reminders and messages. They assure that patients get to appointments and that customers tend to maintenance tasks and that their bills are paid promptly. Messages also call attention to important information, news or data.

NEC’s Automated Message System (AMS) enables businesses to provide those valuable reminders and messages for patients and customers.

AMS can send a message – via either a phone call or a text message – that provides patients and customers with the information they need. With database integration, each call or message can be customized with specific information for each targeted individual. AMS functionality supplements the calling capability and requests receipt of the message is confirmed. Message recipients may also be offered the option of being routed to a staff member via either a normal extension number or integration with NEC’s contact center solutions.

Businesses will recognize a return on their investment by reducing administrative process costs, building customer relationships, and increasing revenues.

UCB formerly Q-Master:

UCB formerly Q-Master provides a real-time, intelligent call routing environment that dynamically reacts to caller demands. Whether your customer initiates contact by telephone, email, FAX or via web chat, Q-Master consolidates these requests to agents, ensuring that all customer interactions are handled in a timely, cost effective manner. Designed to meet the challenges of a dynamic business environment, Q-Master incorporates the latest technological advances into its flexible design. Q-Master is split into components, allowing you to select the method you need today to best meet your operational and fiscal requirements. Modules offering additional functionality can be added as they are needed.

InACD:

InACD (Automatic Call Distribution) – Permits even distribution of calls among employees and provides initial and repetitive announcements that encourage callers to remain online. Preventing callers from hanging-up reduces lost calls and maximizes employee staffing. If they choose, callers also have the option to leave a message and receive a callback from an agent. A PC-based Supervisor With Reports feature can be used for agent scheduling, business analysis and improved scheduling efficiency.