Business ConneCT Unified Communications Date: 2011-June Version 5.1
Business ConneCTUnified Communications
Date: 2011-June Version 5.1
Business ConneCT© NEC Unified Solutions 2011Page 2
Agenda
▐ Trends & Needs
▐ Unified Communications
▐ All in One Solution
▐ Switching roles:
Employee
Contact Center
Operator
▐ Generic features & functions
▐ Summary
Business ConneCT© NEC Unified Solutions 2011Page 3
Market Trends
One world of businessOne world of business
Always on,Always on,Always connectedAlways connected
Transparent organizationTransparent organization
SimplifySimplifyworking togetherworking together
Find information Find information
and improve business insightand improve business insight
Secure andSecure andmanage contentmanage content
Workplace TrendsWorkplace Trends Role of SoftwareRole of Software
Reduce IT CostsReduce IT Costs
Customer InteractionCustomer Interaction
Business ConneCT© NEC Unified Solutions 2011Page 4
Needs
CEO: CEO:
Increase Revenue Increase Revenue
Market share!Market share!
Finance: Cut Costs!Finance: Cut Costs! Employees: Efficient Tools!Employees: Efficient Tools!
Satisfied Customers: Satisfied Customers: Immediate Help!Immediate Help!
IT: Operational Control!IT: Operational Control!
Business ConneCT© NEC Unified Solutions 2011Page 5
Unifying the Communications
Information/Knowledge
Medium
Manner/Mode
Business ConneCT© NEC Unified Solutions 2011Page 6
Business ConneCT
Business ConneCT is the all-in-one
Contact Center& Operator & Unified Communications Solution
▐ Provides excellence in contact handling and caller services
▐ Improves the reachability of your employees
▐ Improves multi-tasking staff’s efficiency and productivity
▐ Minimizes your cost of ownership
Business ConneCT© NEC Unified Solutions 2011Page 7
UNIVERGE 360: People at the Center
How do you communicate
How others communicate with youHow others communicate with you
Find the right person, Find the right person, use the right communicationuse the right communication
Defined by Business Process or Defined by Business Process or WorkflowWorkflow
The Right Tools For The Right RoleThe Right Tools For The Right Role
Business ConneCT© NEC Unified Solutions 2011Page 8
Functionality independent of place and device
Mobile ClientDesktop Client
DECT Client
In the car Office Paris Office Madrid At home
XML Phone Client
Business ConneCT© NEC Unified Solutions 2011Page 9
Functionality optimized for Roles and Needs
EmployeeEfficient interactions
OperatorBetter service to callers
AgentStreamline customer contacts
SupervisorImprove Business Process
Combined in a single easy to deploy package
Business ConneCT© NEC Unified Solutions 2011Page 10
Switching Roles
Business ConneCT© NEC Unified Solutions 2011Page 11
User Experience
Business ConneCT© NEC Unified Solutions 2011Page 12
Features
▐ Control Deskphone or Softphone via the PC Calling party pop-up, Click-to-call, Conferencing,
Call history logging, Buddy list
▐ Directory Services Search while you type, alternative numbers
▐ Voice Mail Unified Messaging to any e-mail system
▐ Presence Management Phone state & calendar state & on-line state Route incoming calls according to calendar state Microsoft Outlook calendar integration
▐ Enterprise Instant Messaging Or send e-mail or message to Mobile/DECT
▐ Integration with 3rd party desktop applications▐ Language can be set by user▐ From any PC, with any type of phone
▐ Online Help
Business ConneCT© NEC Unified Solutions 2011Page 13
Benefits
▐ Improve customer satisfaction 1 consistent professional face to the customer Personalized, accurate and qualified responses
▐ Improve the reach ability of your staff Control how and where staff wants to be reached Mobile Workforce: DECT and Mobile Phone support
▐ Improved staff efficiency and productivity Fast Directory Searches Rich Real-time Presence information Different ways to communicate Office Application integration
▐ Support flexible working models Multi-role Remote Office working
Business ConneCT© NEC Unified Solutions 2011Page 14
BCT on your Mobile Phone – Mobile Client
▐ For SV8100 (ME) and SIP@Net / iS3000 (MA)▐ Set your Presence & Forwarding▐ Access to Call log and Voicemail log▐ Directory - Presence – Click-to-Dial
Benefits:▐ UC on your Mobile Phone
▐ Secure – TLS▐ No Software on Mobile Phone required▐ On virtually every Mobile Smart Phone▐ 1 Telephone number on your business card
Single company voicemail box Operator knows if your are busy on your Mobile! Call setup through enterprise PBX Save money on mobile phone costs
▐ Ideal for home workers, managers, field workers▐ Make mobile communication easier!
Business ConneCT© NEC Unified Solutions 2011Page 15
▐ DT710
▐ DT730
▐ DT750
▐ Enhanced Telephone Experience: Directory including Rich Presence Click-to-Call Call Logs, Voicemail Log Call Popup incl. Redirection Presence Management
BCT on your XML Phone – DT XML Client
Business ConneCT© NEC Unified Solutions 2011Page 16
Switching Roles
Business ConneCT© NEC Unified Solutions 2011Page 17
User Experience
Business ConneCT© NEC Unified Solutions 2011Page 18
User Experience, Large BLF
Business ConneCT© NEC Unified Solutions 2011Page 19
Features
▐ Any authorized BCT user can become operator Licenses for concurrent use
▐ Simple and fast queue handling Detailed info per queued call Selective call pickup of any call from any queue Queue announcements
▐ Real-time presence management info Phone state & presence state & on-line state Pop-up of Outlook/Lotus Notes/Groupwise
calendar info
▐ Central Directory Services Search while you type, alternative numbers
▐ Busy Lamp Field +Dynamic presentation of relevant group
▐ Instant Messaging and DECT/GSM messaging
▐ User interface for visually impaired people▐ Coffee break button Night diversion▐ Reporting on operator calls and performance
Business ConneCT© NEC Unified Solutions 2011Page 20
Benefits
▐ Cost Reduction by a more efficient use of existing operator staff▐ More incoming calls handled in a single response▐ Adequate response to incoming calls lead to revenue growth▐ Improved service levels and satisfied customers▐ Handle more incoming calls by a more efficient use of your operator staff▐ Save time and inform the caller instantly with the right information▐ Reduce number of times a caller is transferred▐ Reduce the number of fall back calls▐ Easy look and feel reduces operator training
Business ConneCT© NEC Unified Solutions 2011Page 21
Switching Roles
Business ConneCT© NEC Unified Solutions 2011Page 22
User Experience
Business ConneCT© NEC Unified Solutions 2011Page 23
Features
▐ Any authorized BCT user can become agent Licenses for concurrent use
▐ Desktop agents Caller details (e.g. name, requested service, language) Call qualification, not ready reasons Call Recording, Group statistics, Soft wallboard Tools to contact back-office (Instant Messaging,
Directories with presence management info)
▐ Phone based agents ▐ Interactive Voice Response menus▐ Automatic Call Distribution
Time based routing (Dynamic) queue announcements Skill based routing
▐ Inbound and Outbound
▐ Caller Identification▐ Email Routing ▐ Real-time monitoring & Reporting
Business ConneCT© NEC Unified Solutions 2011Page 24
Benefits
▐ Improve customer satisfaction▐ Connect customers to the right person first time▐ Reduce waiting times and lost calls▐ Offer 24/7 services ▐ One consistent, professional face to the customer▐ Personalized, accurate, qualified responses▐ Minimize the impact on resources▐ Scalability to accommodate for future growth▐ Improve your staff’s efficiency and productivity
▐ Improve your staff’s reachability
Business ConneCT© NEC Unified Solutions 2011Page 25
▐ Realtime monitoring and controlAgentsGroupsSkill sets per agent Incoming callsReportsFloorplanPerformance
Supervisor
Business ConneCT© NEC Unified Solutions 2011Page 26
Generic features & functions
Directory Services, Messaging and Presence management
Business ConneCT© NEC Unified Solutions 2011Page 27
Directory Services
▐ Company Contacts
▐ External Contacts
▐ Personal Contacts
▐ Search while you type
▐ Accent insensitive search e.g. ä à å ç ë è é ï ü æ
▐ 128 fields incl. photo
▐ Integrated presence
▐ Click-to-Dial, -IM, -Email
▐ Active Directory Synchronization
▐ Import/Export
Business ConneCT© NEC Unified Solutions 2011Page 28
Directory Services
I600
G955
G355
Centralized Directory
(IP-)DECT
Supported on:•Mobile Smart Phone•NEC (IP-)DECT•NEC DT XML terminals•Polycom Terminals
Business ConneCT
Business ConneCT© NEC Unified Solutions 2011Page 29
Enterprise Instant Messaging
PC to PC
▐ Chat▐ File transfer▐ Emergency Notifications ▐ Less intrusive than calling by phone▐ Multi Tasking▐ Secure▐ Emoticons ▐ Web Links ▐ Conversations can be saved▐ Alternative way to reach person busy on the phone▐ Save telephone costs for home / remote workers▐ Cost effective alternative for Microsoft OCS
Business ConneCT© NEC Unified Solutions 2011Page 30
Messaging – To Phones
From PC to (IP-)DECT and Mobile Phones (SMS)
▐ Guaranteed message delivery
▐ Emergency Notifications
▐ Text Messaging costs less than call to mobile
▐ Less intrusive than calling by phone
▐ Reach people who are unable to answer the phone
Your
visitor
has
arrived
GSM
(IP-)DECT
Business ConneCT© NEC Unified Solutions 2011Page 31
Presence Management
▐ Always know who's available ▐ Extends presence into Unified Communications ▐ Available on PC, DECT, NEC DT7xx and Polycom terminals▐ Improves efficiency ▐ Allows a call to be forwarded to a mobile phone when you’re not in the office ▐ Voicemail welcome prompt is controlled by presence profile▐ Communicate directly ▐ Use the best mode of communication ▐ Integrates with Microsoft Outlook Calendar
Business ConneCT© NEC Unified Solutions 2011Page 32
Seamless Platform Integration
▐ SV8100
▐ SV8300▐ SV8500
▐ Sphericall ▐ SIP@Net / iS3000
▐ 2000IPS / NEAX 2000IPS
▐ SV7000 / 2400 IPX▐ NEC DT XML Phones
▐ Mobile Phones▐ DECT & WLAN
▐ MA4000
Business ConneCT© NEC Unified Solutions 2011Page 33
Operational Control
▐ Virtualization support on VMware and Marathon, including media▐ Microsoft Active Directory integration▐ Centralized management▐ Microsoft Exchange, LDAP▐ Desktop Integrations▐ Microsoft .Net, Service Oriented▐ Directory integration with MA4000▐ Pure Software through VMP▐ No installation effort per client
▐ Single Server Solution, 1 Install▐ Setup wizards▐ Comprehensive Real-Time Diagnostics▐ Easy expansions (#users, roles, functions)▐ Well Documented
▐ Web based and Class Room Trainings
Business ConneCT© NEC Unified Solutions 2011Page 34
Internationalization
Multilingual support for:
•User Interface•Voice Prompts•Client and Server OS•SQL Server
Sold in over 60 countries around the world
Business ConneCT© NEC Unified Solutions 2011Page 35
Summary – Business ConneCT
All-in-One
Contact Center
Operator
Unified Communications
Solution
Business ConneCT© NEC Unified Solutions 2011Page 36
One Solution for your
Business ConneCT© NEC Unified Solutions 2011Page 38
BACKUP SLIDESUse these as needed
Business ConneCT© NEC Unified Solutions 2011Page 39
Business ConneCT
▐ Enhanced productivity by means of integration
Dial from applications /Pop-up on incoming calls(e.g. MS Outlook, MS Office,MS Explorer)
Calendar integrationfor presence and operator info(e.g. MS Outlook)
Directory(e.g. Active Directory)
Single login(e.g. MS Windows)
Business ConneCT© NEC Unified Solutions 2011Page 40
Contact Center Features
RolesDesktop Agents
Phone based Agents
Supervisors
Integrations
Outlook integrations
Database integrations
External application integrations
Routing
Identification routing
Skill based routing
Call routing
Outbound routing
Email routing
Call Flow Modules
Customer Applications
Clock Date and Time
Automated Attendant
Greeting and Queue announcements
Customer Identification
Voice Mail
Monitor
Reporting
Alarming
Wallboard
Call Recording
Floor plan
System monitoring
Dashboard/ Real-time statistics
Unified Communications
DECT- and Mobile SMS messaging
Collaboration and Presence
Instant messaging
Company & External & Web directory
Multi language support
Business ConneCT© NEC Unified Solutions 2011Page 41
Architecture
Voice Server
Supervisor &Administrator
EmployeeOffice employees Office employees
LAN Peer to peer media via IP
Media voice path can be via:
TDM (Dialogic)orIP (VMP)
One client for all 3 roles
CTI monitoring & call control
Analog media
Dialogic
Business ConneCT© NEC Unified Solutions 2011Page 42
Functional licenses(on / off)
*1) These modules can be used without Agents
Legend:
Employee Roles
Rol
es
Outlook Calendar Integration
Voicemail to Email Full Reporting
Auto-Attendant / IVR routing *1)
Skill based Routing
Outbound
Email Routing
Customer Identification *1)
Wallboard license *1)
Server ProgrammingInterface
Opt
ion
s
Call Recording
Voice Media Processing (VMP) Ports
Additional System Languages
Voicemail only User
Employee Operator Phone Agent
Agent Supervisor
Operator Role Agent Roles Supervisor Role
Capacity Licenses Per User
Soft Wallboard *1)
Capacity Licenses Per Item
BCT 5.x Platform / BCT 5.x Platform Upgrade (always required)
Business ConneCT© NEC Unified Solutions 2011Page 43
Role-enabledBusiness Process integrationBusiness Process integrationEnterprise IT architectureEnterprise IT architectureRole defines communicationsRole defines communications
““Community-Centric”
EnhancedIncremental voice featuresIncremental voice featuresLimited IT integrationLimited IT integrationProductivity toolsProductivity tools
““Application-Centric”
TraditionalTelephony featuresTelephony featuresDial-tone reliabilityDial-tone reliabilityLimited network integrationLimited network integration
“Switch-Centric”
Customer Requirements
Evolution of the Communications Style
Business ConneCT© NEC Unified Solutions 2011Page 44
Role-enabled communications
Placing people at the center of communications
Your role, which may be defined by a business process, industry specialty or workflow, dictates how you want to communicate
and how you want others to communicate with you.
Business ConneCT© NEC Unified Solutions 2011Page 45
Data CenterData CenterNetwork & Communications platformsNetwork & Communications platformsDesktop and End-pointsDesktop and End-points
Unified InfrastructureUnified Infrastructure
Unified CommunicationsUnified Communications
Mobility & Distributed workforceMobility & Distributed workforceDesktop IntegrationDesktop IntegrationMessaging & voice applicationsMessaging & voice applications
Unified BusinessUnified Business
Knowledge worker’s point of needKnowledge worker’s point of needInteraction integral to workflowInteraction integral to workflowHuman latency reductionHuman latency reduction
NEC’s UNIVERGEUNIVERGE®®360360