Your contact center agents are expected to process large numbers of external requests as quickly as possible. These requests come in many forms - calls, faxes, emails and chat sessions via the company website, and the agents must answer and fulfill each request in an accurate and timely manner.

Most contact centers also struggle to balance customer expectations and demand with the available resources.

NEC’s UC for Business – Allows You to Provide Superior Customer Service

UC for Business (UCB) provides your contact center with a smart multimedia solution that can efficiently manage large numbers of inbound inquiries and outbound contacts – by email, fax, web chat, Short Message Service (SMS) or phone – which results in superior agent performance and customer service.

With UCB, you can be assured that your agent’s time is optimized through the use of a single intuitive desktop interface that handles all media types and that your customer service levels will improve dramatically.

• Skills based routing reduces talk time and transfers, and enables agents to answer calls faster and reduce call abandonment.
• Self-service options offered to callers via an integrated Interactive Voice Response (IVR) option can also help capture more calls by offering alternatives to waiting or hanging up.
• Priority handling can be given to high-value customers or transactions.
• Recording capabilities permit you to verify verbal transactions whether you are recording conversations for compliance requirements or to measure customer service levels.
• Evaluation tools enable you to upgrade your agent’s skill-set through training and motivation initiatives – lets you compare best practice performance benchmarks to improve overall customer service.
• Safety nets for emergency or high volume situations can be pre-configured to send calls to backup agents when specific thresholds are reached.

UCB – A Contact Center Solution for Any Size Business

Whether you are a small, medium or large size business, UCB can be customized to fit your exact contact center needs.

Interested in finding out more? Please Contact Us

Platinum Technology Group is the best source for sales, installation and service of your business’s communications needs. To arrange for your personal demonstration, contact Platinum Technology Group at (405) 610-1000 or sales@ptgok.com.

• UC for Business Brochure
• UC For Business Contact Center Sales Sheet
• UC for Business Overview White Paper
• UC for Business Demo