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NEC UNIVERGE Contact Center
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In today’s business environment, resources are often stretched thin. Organizations must take advantage of the latest communications technologies to streamline their processes, enhance staff productivity and improve customer service.
The UNIVERGE SV8000 Series ACD helps accomplish these goals by handling high call volume with a minimum number of resources. It reduces caller hold time and distributes call volume evenly among employees. Callers are given the option of either immediately leaving a message for agent callback or holding for an agent. Those who wish to hold will hear announcements that encourage them to remain in the call queue. This provides customers the choice that best fits their needs, reduces lost calls and helps you optimize staffing.
The PC-Based Supervisor with Reports feature can be used for agent scheduling, business analysis and improvement of scheduling efficiency.
The reporting package offers an easy-to-use PC interface for compiling, analyzing and managing information. As a part of NEC’s UNIVERGE 360 approach, it enables greater productivity through the convergence of technology and communications.
Embedded ACD for the SV8100
Designed specifically to work on NEC’s UNIVERGE SV8100, the embedded ACD’s unique integration is the result of a voice processing system merging with a communication system. This seamless integration makes the SV8000 Series ACD easy to program and maintain.
Intelligent Customer Service
The SV80000 Series ACD can help improve customer service and agent productivity by routing calls to best fit your needs. Calls can be directed based upon the criteria you provide. Some examples of routing criteria include:
• The inbound line on which a call is received
• The line that has the longest idle
• The time of day the call is received
Additionally, users can provide select customers with a special incoming line to call for high-priority service. The ACD system recognizes these callers and places them at the front of the queue so that you may provide superior service for high-value customers more easily.
The SV8000 Series ACD also automatically logs agents into selected groups determined by time of day. Based on agents’ work schedules, you can be sure they’re logged in and out at pre-selected times.
NEC UNIVERGE SV8100 Automatic Call Distribution (ACD) Brochure