NEC Debuts UNIVERGE Cloud Contact Center Solution

NEC, a provider and integrator of advanced IT and communications solutions, announced that it has added new cloud based contact center solution, UNIVERGE.

The solution provides a rich suite of advanced features that make it an alternative to premise-based contact centers, and offers cost savings, fast implementation and flexible deployment options plus an easy-to-use Web-based Graphical User Interface (GUI) for agents. The new suite delivers a multimedia contact center environment with carrier grade, mission critical performance. The cloud based contact center module integrates seamlessly to any NEC platform---from premise through hybrid or a total cloud solution.

Call centers can benefit from the NEC solution by having many choices available to suit their specific needs, so they are able to connect through their preferred method and handle inquiries efficiently. The suite also includes multi-channel Automatic Call Distribution (ACD), Interactive Voice Response (IVR), predictive outbound dialing, multimedia recording, real-time monitoring and analytics, historical reporting, and advanced integration capabilities.

Businesses today often don’t want to invest capital in infrastructure and support services (CAPEX/OPEX), and turn to the cloud.

“Cloud-based solutions have grown at a rapid rate over the past several years for a host of reasons, but foremost is that companies don’t have the resources and technical expertise to operate or maintain an on-premise solution, or want the continual expense of upgrading both hardware and applications,” said Jay Krauser, NEC director of business development, cloud services, in a statement. “There is no longer one approach or one common denominator that defines contact center companies today. They need to scale from a small number of agents to tens of thousands. This fits perfectly to our solution---we enable location independence creating a virtual contact center where agents can be deployed anywhere - home and/or remote locations---anytime.”