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interface. The new console user interface delivers improved enterprise contact search with context sensitive alerting.

UCB is constantly evolving to meet the changing business needs of contact centres and attendant console operators. This brochure contains release highlights from v.6.0 to v.8.1.

Recent Enhancements

Unified Communications for Business (UCB)

New Touchpoint Operator Console

Improved supervisor visibility in TouchPoint

TouchPoint’s supervisor and monitoring views have been

quality.

Improved server resiliency

Leverage SQL 2014 clustering and merged replication to keepyour business critical contact centre application to mitigate riskaround disaster recovery (fail-over / fail back) scenarios.

All new Webchat

V.8.1 delivers a revitalised user interface and an easy to setup, secure webchat interface allowing for improved lite weight integration to your website.

Improved SMS interaction queuing

Now offering direct SMS gateway support, with 2-way agentsession management. Talk to the NEC team about integrating your SMS gateway for more control over your SMS channel.

Multi-channel capabilities for TouchPoint

TouchPoint goes multi-channel, taking the complexity out ofmanaging calls, emails, web chats, texts and social media, andincreasing agent productivity.

UCB - Recent Enhancements

• with Executive Mobile

• Capture unique information about every customer contact using Dynamic Wrapups

• Gateway for Microsoft Lync can extend the life of your existing PBX while opening the door to the features of Lync

• Support for Microsoft Windows 2008 Server 64-bit• Outdial Queuing now supports multiple numbers, preferred

agent retry and a new active campaign view• New customisable search categories within Phonebook

• Improved voicemail security features

Improved productivity and customer satisfaction

Integration with other NEC solutions such as Quality Management Suite (QMS) allows agents using TouchPoint to move quickly and effortlessly between the applications. New metrics are displayed in highly visible, graphical formats that make it easy to monitor activity. Manage your contact centre while on the move using TouchPoint on Windows compatible tablets.

TouchPoint voice agent

TouchPoint for voice-only agents eliminates the clutter onthe desktop and delivers context-sensitive functionality tostreamline the way agents work. Boost agent productivity and revenues by equippingagents to do collections, outbound sales campaigns or appointment reminders during slow inbound periods. Capture feedback from customers that interact with agents using the phone, email or web chat using multi-channelSurvey. New redundancy options help safeguard your contact centre

Microsoft SQL database

SQL offers a robust, secure and widely used enterprise-leveldatabase management system.

Other notable enhancements include:

• Snapshot delivers real-time data from UCB and third-party databases like CRM

• supported in a Hosted Exchange environment and for

• Updated contact centre metrics and reporting• Embedded images can be added to Email Queuing

UCB - Recent Enhancements

Quick Find functionality speeds up searches

Capacity of Phonebook doubles to 10,000 users

Security enhancements including the ability to prompt voicemail password changes monthly

Outdial includes the ability to enable both Preview & Power dialing within a single campaign

Enhanced visual indicators when a new chat message is received in an active chat session

dynamic wrapup codes based upon the agent’s selections

Executive Mobile available for Google Android phones

Ability to embed images in Email Queuing templates & paste images into outgoing emails

Forced announcement time can be excluded from Service Level calculation & reports, offeringa more accurate view of wait time for delivery to an available agent

Average Handle Time (AHT) & Average Speed of Answer (ASA) displayed for queues & agents

added in 6.2, covers on call, after call work (ACW), & wrapup

Option to review before sending when callers/subscribers leave a message for a voicemail user

Email Queuing includes the ability to drag-and-drop attachments to outbound email messages

UCB’s database changes to SQL Server

Reports application displays Average Handle Time (AHT) & Average Speed of Answer (ASA)

TouchPoint, UCB’s modern new user interface, streamlines the way agents & supervisors work

Multilingual interface supports English (US), German, Latin American Spanish, & Russian

Integration to QMS allows call data to be stored against voice recordings in QMS database

Ability to remotely activate Snow Mode during emergency situations

Multi-channel TouchPoint allows agents to handle calls, emails, web chats, texts & social media

Callback detects & prompts overseas callers to enter their country code

All new Operator Console based on TouchPoint’s streamlined design

Full support for SQL2014 and Clustering, improving server disaster recovery support

Additions to TouchPoint including: SMS chat management, improved supervisor views, inte-grated outdial, fax and voicemail control.

Below is a summary of the new features & functionality of UCB, which have been added since version 6.0:

A Commitment to Innovation

For more information

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UCB - Recent Enhancements

• From out-of-the-box to fully customised solutions, from one seat to thousands of seats across many sites, NEC has delivered contact centre management solutions to more than 800 Australian businesses, servicing more than 30,000 contact centre seats

• Full range of information technology, communications solutions and services that span consulting, application and infrastructure solutions

• Application and infrastructure managed services and nationwide maintenance and support

• Cutting edge display solutions, including displays and digital signage, desktop monitors, and projection equipment

• Strategic partnerships with Enghouse Interactive, Cisco, Genesys, Microsoft, Oracle and others

• Part of NEC Corporation, a global leader in the integration of IT and network technologies

• 44 year presence in Australia – established in 1969•

all states

Why choose NEC?Latest platforms supported

• Microsoft Windows Server 2012 R2 (supported from v.8.1)• Microsoft Windows 8.1 (supported from v.8.0)• Microsoft SQL Server 2012 (supported from v.7.0)• • • Microsoft Lync 2013 (supported from v.6.2)• Microsoft Windows 8 (supported from v.6.2)