NEC today announced version 7.0 of its UC for Business (UCB) unified communications software application with a new voice agent customer interface tool called TouchPoint.
Release 7.0 addresses the needs of global contact centers and agents who are challenged to keep customers happy in a dynamic multilingual market, said NEC.
Release 7.0 enables agents to maximize interaction with the customer. One of the key ways NEC accomplishes this is by significantly simplifying the agent desktop and focusing on the customer engagement with TouchPoint, a new user interface for agents and supervisors.
NEC said the new simplified interface is designed to encourage collaboration both inside and outside the contact center, helping agents improve first-contact resolution of customer needs.
The application provides real-time information and ‘context-aware’ functionality to maximize efficiency, and a lean, compact footprint prevents desktop clutter and information overload for those users who also work in CRM and other business applications.
In addition, TouchPoint addresses the needs of organizations with a multilingual workforce, something becoming more prevalent as companies expand globally. Latin American Spanish, German, and Russian language versions are now available.
NEC’s UCB 7.0 release has new campaign tools for customers using Microsoft Lync, helping them turn operations into a profit center, with enhanced redundancy options.
Contact centers are noted to be complex environments trying to keep pace with the needs of myriad customers. Recent studies have shown that a simple agent interface is the panacea that makes their job more effective and results in happy customers.