NEC introduces fully customizable Web Chat in UNIVERGE Business ConneCT's new Release 7

Powerful additions include web chat, enhanced reporting and call back campaigning

Hilversum, 15 January 2015 – NEC, global leader in enterprise communications, has announced the introduction of its latest version of UNIVERGE Business ConneCT, the versatile and comprehensive all-in-one Unified Communications, Operator and Contact Center solution.

Business ConneCT’s new Release 7 includes many enhancements to the Contact Center, Operator and Employee applications and is now available across NEC’s communication platforms UNIVERGE 3C, the full SV8000 and SV9000 range, SIP@Net server and iS3000. NEC’s new DT400 and DT800 terminals are fully supported as well. 

Business ConneCT Release 7 enhancements
With Release 7 the Contact Center solution is enhanced with Web Chat routing, Office 365 support, and enriched multi-channel agent experience. New reporting is available providing Auto Attendant Analysis and Agent Break Time Analysis. Outbound campaigns can be empowered by call back campaigns for abandoned callers.

Business ConneCT’s Operator solution is enhanced with visual & audible call priority indication, while support for NEC’s UNIVERGE 3C platform is enhanced with 3C Mobility so agents can stay in touch with customers from any location using their mobile phone.

Deployed around the world
“Business ConneCT is a proven all-in-one solution with unsurpassed versatility and functionality. It is deployed by thousands of customers across the globe and available in 20 languages”, explains Rob Dinnissen, Global Product Manager for Business ConneCT. “It makes organizations, employees and their customers communicate much more efficiently and effective. A very strong point is its intuitive design and interface, making it easy to use and manage, with minimal training”, he continues.

Web Chat: cost-effective, highly productive and increased sales
“Customer service is a key differentiator for many organizations and very important for building and maintaining customer relationships. Today’s consumers want to communicate on their preferred channel and start their journey often online. The inclusion of web chat capabilities is therefore an important addition to phone and email. The customer service delivered by Business ConneCT over multiple channels delivers a seamless customer experience and removes costs and complexity in the contact center. The speed in which customers can connect with Web Chat is considerably faster than dialing into a menu-driven call center and puts customers directly into contact with an agent with the right skills. Customers can continue browsing while chatting and can share names or account numbers without the risk of making mistakes. Web chat is very cost effective because an agent can be engaged in multiple Web Chat conversations at once, increasing their productivity”, Dinnissen adds.

Agents can ask for assistance while helping a web chat customer and the variety of communication channels helps to keep the agents motivated. This also boosts the team spirit within a contact center. Consumers want to get answers to their queries immediately while they at the point of purchase on a website. No surprise that when it comes to sales, chatters are 4 times more likely to convert than a regular website visitor and average order values are typically 25% higher. “Business ConneCT’s Web Chat solution is fully customizable and the set-up and integration within a customer’s Web Site is extremely quick and easy”, concludes Dinnissen.

UNIVERGE Business ConneCT Release 7 is available through NEC’s regular business channels.

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For more information please contact NEC Enterprise Solutions:
Robert van Amerongen                                                           Annick Reyngoudt
Tel: +31 35 689 1521                                                                Tel: +33 6 89 49 06 77
robert.van.amerongen@emea.nec.com                             annick.reyngoudt@emea.nec.com

 

About NEC Enterprise Solutions
NEC Enterprise Solutions provides IT & Communication solutions to small, medium and large enterprises in both the private and public sectors. Designed for open connectivity, high availability and flexible growth, our innovative solutions incorporate the latest voice, data and video technologies and enable real-time, collaborative working, increased productivity and customer satisfaction. Our servers, storage solutions, software and virtualised workstations enable businesses to maximise operational efficiency, performance and profitability.

NEC Enterprise Solutions serves its customers across EMEA (Europe, Middle East & Africa) through a network of direct sales organizations, business partners and value-added resellers. For more information, please visit: http://www.nec-enterprise.com.

 

About NEC Corporation
NEC Corporation is a leader in the integration of IT and network technologies that benefit businesses and people around the world. By providing a combination of products and solutions that cross utilize the company’s experience and global resources, NEC’s advanced technologies meet the complex and ever-changing needs of its customers. NEC brings more than 100 years of expertise in technological innovation to empower people, businesses and society.  For more information, visit NEC at http://www.nec.com