Univerge Blue Engage

A highly customizable cloud-based contact center solution.

GREATER RESPONSIVENESS

UNIVERGE BLUE® ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services.

  • Highly flexible solution including easy deployment for remote / home workers.
  • Scalable from the smallest call-centric teams to large omni-channel environments.
  • Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience.
  • Reduces response time and improves service quality along with caller and agent experiences.
  • Compatibility with most CRM and ERP systems and collaborative apps ensures easy adoption and minimizes disruptions.

INCREASED CONTROL

Real-time monitoring and permission-based activity reports brings transparency to agent and contact center performance.

  • Contact monitoring includes phone, email and chat interactions.
  • Centralized performance data results in more accurate call center reports and analysis.
  • Call monitoring can be analyzed by skill set, group provisioning and agent profile.
  • Flexible agent-controlled multimedia recordings canbe stored for easy, permission-based online retrieval.
  • Customizable agent statuses deliver heightened visibility and assist in the efficient fielding of interactions.

EFFICIENT HANDLING

Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.

  • Faster, more appropriate and efficient resolution of calls, with omni-channel options like chat and e-mail to take the conversation beyond voice.
  • A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.
  • The agent client is configurable to specific requirements or frequent caller requests.
  • Calls can be answered via a built-in smartphone application, traditional desktop telephone, or over a VoIP connection.
  • Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.
  • Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates.
  • Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand.

TAILORED SERVICES

UNIVERGE BLUE® ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

  • Automatic call distribution can be synchronized based on select function, region, time of day and by organization – or industry-specific criteria.
  • Customized voice prompts allow callers to self-manage their call, retrieving information needed, reaching a specific department or individual and contacting an agent when required.
  • Silent mode along with phone and web-based conversation prompts allows supervisors to monitor agent activity to check performance and ensure calls are handled correctly.
  • A secure widget-based dashboard provides easy access to real-time reportingon all activity for total transparency.
  • Outreach tools power two-way conversations and extend contact center reach while respecting audience preferences

MOVE YOUR CONTACT CENTER TO THE CLOUD AND EXCEED YOUR CUSTOMER EXPECTATIONS

SPEAK WITH AN EXPERT

"After researching several different vendors, we felt uur local NEC dealer and the NEC phone system was the best fit for our office. We live and die by our phone system and this process was very intimidating for me, but NEC dealer staff took care of everything! We met before our go-live date and discussed all of the expectations and requests. They were able to program everything that our office required. Support was fantastic and helped train all of our staff. The most rewarding moment for me was when one of the owners called in on the day we went live and commented on how clear the call was. Our switchboard handles a ton of calls everything and loves the UC Suite! I love all of the available features that UC Suite offers. We look forward to working with our local dealer for years to come."
Schultheis Insurance Agency, Inc
"Great products and wonderful customer service! The new NEC phone system and wifi systems our local NEC dealer recommended have greatly improved our productivity. They have been very helpful with any questions or concerns. I highly recommend NEC dealers!."
New Horizon Counseling Center
"We purchased our NEC phone system through them about 5 years ago and I am so glad we did. When I have a quick question about the phones, they are so informative and willing to help. I would recommend them to anyone looking for any of their services. It is getting harder and harder to find excellent customer service but when you do find it--hang on to it! They are great people to work with."
Maria
"Our local NEC dealer has serviced our NEC phone systems for over 30 years. We have never found a fault with their responsiveness, fair pricing or commitment to quality product and service."
Robert
"Our closest NEC provider and the team were very friendly and professional. They provided excellent service after the purchase. I couldn't be more pleased with our NEC new phone system. Our efficiency has improved 100%."
Ric
"The NEC phone system we purchased in 2016 from the local NEC dealer has been very reliable for us over the years. Their customer support team has been very helpful for us as well."
Myron Caudle, Wayne City CUSD #100
"Our local NEC dealer has been an invaluable resource for our school district. Our relationship with them began as we undertook the daunting task of equipping our new elementary building as well as our entire district with NEC VOIP phone systems. Through the guidance, expertise, professionalism, and support from them, we were able to complete this project in a cost effective, smooth, and efficient manner. They provided support throughout the project and continues to provide support, guidance, and expertise to our district as we continue to maintain, upgrade, and improve our current systems. We highly recommend NEC dealers to any school district looking at services or equipment that they could provide."
Dr. Joel Hackney, Superintendent, Flora Community Unit School District #35
"We have been very pleased with the professional service from Midwest. We had tried a VoIP system with another provider and was not having very good results. Our local NEC team helped us to move back to a land line and was able to make the transition easy. The new NEC phone system was very affordable and is working great!"
Mark
"From the first meeting with NEC dealers, working with the entire team, the planning, installation, and support of our new district wide NEC IP based phone system was excellent. They were great to work with in the summer of 2020 providing us the ability for seamless communications with our teachers and staff with remote students during the pandemic. We have a PRI and SIP lines replacing dozens of land lines. We replaced the intercom system at three schools and made a good investment installing seven digital cocks in the halls of the Primary Center. Our local NEC dealer provided a good product, with a good staff at a good value."
Terry Knowles, Technology Coordinator, Mt. Vernon City Schools District 80
"Our local NEC dealer provided our company with excellent customer service. Their team was very friendly and helpful. They provided us with a new NEC phone system that is very user friendly and more efficient for our company. We are happy we made this switch."
Crystal

EVERYTHING YOUR TEAM NEEDS

FOR CLOUD-BASED CONNECTIONS

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