Bct 5.1 Customer Presentation V5.1

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


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


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!


Unifying the Communications

Information/Knowledge

Medium

Manner/Mode


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


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


Functionality independent of place and device

Mobile ClientDesktop Client

DECT Client

In the car Office Paris Office Madrid At home

XML Phone Client


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


Switching Roles


User Experience


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


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


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!


▐ 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


Switching Roles


User Experience


User Experience, Large BLF


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


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


Switching Roles


User Experience


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


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


▐ Realtime monitoring and controlAgentsGroupsSkill sets per agent Incoming callsReportsFloorplanPerformance

Supervisor


Generic features & functions

Directory Services, Messaging and Presence management


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


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


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


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


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


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


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


Internationalization

Multilingual support for:

•User Interface•Voice Prompts•Client and Server OS•SQL Server

Sold in over 60 countries around the world


Summary – Business ConneCT

All-in-One

Contact Center

Operator

Unified Communications

Solution


One Solution for your


BACKUP SLIDESUse these as needed


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)


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


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


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)


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


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.


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

Documents

Bct 5.1 Customer Presentation V5.1