NEC Corporation of America (NEC) has announced that it has continued its trend of enhancing its highly successful cloud solution with the addition of a comprehensive contact center suite of services, NEC’s UNIVERGE Cloud Services Contact Center.

NEC’s new cloud based contact center solution provides a rich suite of advanced features beyond the usual benefits inherent in cloud that make it such a compelling alternative to premise based contact centers, such as 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 multi-media 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.

Businesses today often recognize that they 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/maintain an on-premises solution, or want the continual expense of upgrading both hardware and applications,” said Jay Krauser, NEC’s director of business development, cloud services. “There is no longer one approach or one common denominator that defines contact center companies today. These companies vary, and often are geographically dispersed, with a wide range of employee size, and number of agents. 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.”

Call centers 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. NEC wants customers to pick and choose the contact center services that best fit their business and agent needs.


This article was originally posted “NEC Launches Cloud Contact Center Solution” from Cloud Strategy Magazine.