NEC Corp. of America (NEC) has announced enhanced functionality for contact centers, wireless and video collaboration solutions with the UNIVERGE Sphericall software-based unified communications solution.
Sphericall now integrates with NEC’s UC for Business (UCB) contact center agent solution. NEC’s UCB gives contact center agents the UC tools they need to streamline incoming communications, quickly access information and exceed customer expectations in a timely manner.
Features supported via integration with Sphericall include intelligent call management, skills-based routing, agent management, multimedia capability through “e-mail queuing” and “Web-chat,” integration to other third-party CRM applications and access to UCB’s standard/custom reporting and administration functionality.
Sphericall now supports Polycom HDX video solutions, which enable personal interaction over large distances to enhance productivity, real-time decision making and potential reduction in travel costs. Using Sphericall and Polycom HDX video solutions allow video runs as an application on the IP network.
Sphericall now gives mobile users a wider array of choices through wireless (WLAN and IP DECT) phones and access points, including NEC’s Business Mobility, which combines the benefits of IP telephony with the quality of DECT technology. Sphericall is now compatible with four different Business Mobility IP DECT phones, as well as NEC’s MH 150 and MH160 wireless LAN handsets.
“In the continued development of UNIVERGE Sphericall, we’ve focused on features that allow us to easily adapt the solution for both vertical and wide-ranging business needs,” said Jay Krauser, general manager, sales support and engineering, NEC. “These video, wireless and contact center features will play a role in future versions as we continue to empower businesses to communications-enable their business applications and networks.”
UNIVERGE Sphericall, now shipping version 6.4, delivers a comprehensive set of communications features integrated into one software suite that installs on standard servers. A 100-percent software-based alternative to traditional telephony, Sphericall leverages open standards for flexible, pure IP-based unified communications. Acting as a communications server, Sphericall unifies infrastructure, offers native unified communications features and integrates communication channels with business processes.