Understanding NEC’s UNIVERGE BLUE CONNECT: An Overview
The Basics
- Introduction to UNIVERGE BLUE CONNECT
- Getting to Know UNIVERGE BLUE CONNECT Mobile App
- Insights into UNIVERGE BLUE CONNECT Desktop App
- Features of Remote Administration Tools and Management
Key Features
- Introduction to Cloud-Based Phone System
- How UNIVERGE BLUE CONNECT Desktop and Mobile Applications Work
- All About Video Conferencing & Screen Sharing
- Understanding Conference Rooms
- Exploring Team Chat, Instant Messaging, and Business SMS
- Unpacking Voicemail Features
- Guide to Web-Faxing
- Deep Dive into File Sharing, Collaboration, and Security
- Integrations with UNIVERGE BLUE
- Overview of Service Adoption Dashboard
- Focusing on Security
- Exploring Call Center Features
An Introduction to UNIVERGE BLUE CONNECT
UNIVERGE BLUE CONNECT by NEC is a robust cloud-based unified communications solution designed for businesses of all sizes. NEC emphasizes that while tools facilitate communications, it is people who are at the heart of all interactions. By offering intuitive, high-performing, and reliable tools, NEC enables more productive and connected communication.
UNIVERGE BLUE CONNECT amalgamates your phone system, chat, video, screen sharing, file management, and conference calling into one customizable, scalable, and seamless experience. It is engineered to be user-friendly and accessible from anywhere at any time.
Key Features of UNIVERGE BLUE CONNECT
- PBX Phone System: An integrated cloud-based phone system offering 90+ enterprise-grade features along with superior network call quality and uptime.
- Team Chat and Business SMS: Send and receive instant chats or text messages through UNIVERGE BLUE CONNECT Desktop and Mobile Apps. All messages are synchronized across all your UNIVERGE BLUE devices.
- Desktop App: An integrated application that brings essential collaboration tools together, enhancing teamwork and productivity.
- Mobile App: A comprehensive mobile application that converts your mobile device into a vital collaboration tool, enabling on-the-go productivity.
- Remote Office: With preconfigured phones, work seamlessly from any location with a broadband network connection.
- Fax: A virtual fax service that allows users to receive and manage online faxes via the web.
- Phones: Plug-and-play phones delivered pre-configured to work seamlessly with UNIVERGE BLUE services.
- Voicemail: Manage and access virtual voicemail according to user needs. Transcribed voicemail messages can be sent via email or viewed on the mobile app.
- Screen Sharing: Share your computer desktop with team members in real-time, enhancing collaboration and decision making.
- Presence Indicator: Real-time visibility of whether a contact is currently available or busy.
- Video Conferencing: HD video conferencing for face-to-face meetings, reducing unnecessary travel and increasing productivity.
- File Backup and Collaboration: Securely backup, store, and share your files online with internal and external teams.
- Receptionist View: A specialized view for receptionists and administrative assistants to monitor the availability of everyone in their organization.
Discover UNIVERGE BLUE CONNECT Mobile App
The UNIVERGE BLUE CONNECT mobile application is a vital tool for on-the-go productivity. It allows users to place and receive calls, see availability status, chat with colleagues, and manage voicemails from one application, available for Android and iOS users.
- Find the UNIVERGE BLUE CONNECT Mobile App in the Google Play™ Store or Apple App Store.
- Log into CONNECT using your company email credentials.
- Extend your business phone number and extension to your mobile phone to place and receive calls on-the-go.
- Seamlessly transfer calls from your desktop phone to your mobile device without interruption.
- Your full desktop chat history is synchronized with your mobile device for continuity in conversations, no matter where you are.
VIDEO CONFERENCING & SCREEN SHARING
UNIVERGE BLUE CONNECT also includes video conferencing and screen sharing features that are essential in today’s work-from-anywhere environment.
Video Conferencing: The platform offers HD video conferencing for up to 100 participants. This feature can transform your interactions with colleagues, customers, and partners from being ‘over-the-phone’ to ‘face-to-face’.
Screen Sharing: This feature allows you to share your screen or a particular application window with participants in your call. It’s beneficial for presentations, demos, or collaborative work sessions.
CONFERENCE ROOMS
UNIVERGE BLUE CONNECT offers Conference Rooms which allow you to host audio conferences for up to 250 participants. This feature is especially useful for conducting large team meetings, customer webinars, or company-wide announcements.
VOICEMAIL FEATURES
UNIVERGE BLUE CONNECT’s Voicemail service allows users to access and manage their voice messages in a variety of ways to suit their individual needs. Features include:
- Voicemail Transcription: This feature transcribes voicemail messages and sends them to your email, allowing you to read your voicemails instead of listening to them.
- Visual Voicemail: With the UNIVERGE BLUE CONNECT Mobile App, you can see a list of all your voicemails and choose which ones to listen to or delete, without having to listen to them in the order they were received.
- Voicemail-to-Email: This feature sends voicemail messages as an audio file to your email. You can listen to your voicemails directly from your email inbox.
WEB-FAXING
UNIVERGE BLUE CONNECT’s web-faxing feature allows you to send and receive faxes online. This feature eliminates the need for a physical fax machine while still giving you the ability to send and receive documents in a format used by many businesses.
FILE SHARING, COLLABORATION, AND SECURITY
UNIVERGE BLUE CONNECT includes File Collaboration which allows you to securely backup, store, share, and collaborate on files. It provides a secure and centralized place for storing files and makes collaboration easier by enabling multiple users to work on the same document simultaneously.
The platform offers strong security measures to keep your data safe. All data is encrypted both at rest and in transit. Additionally, administrators have full control over files, users, devices, and sharing activities.
INTEGRATIONS WITH UNIVERGE BLUE
UNIVERGE BLUE CONNECT offers seamless integrations with many popular business applications, enabling you to streamline your workflows. This includes CRM systems, productivity tools, and more.
SERVICE ADOPTION DASHBOARD
The Service Adoption Dashboard provides a view of how well your organization is adopting the different features and services of UNIVERGE BLUE CONNECT. It offers insights into user behavior and engagement, which can help identify areas where further training may be required.
CALL CENTER FEATURES
UNIVERGE BLUE CONNECT offers a range of call center features designed to improve your customer service. Features include:
- Automatic Call Distribution (ACD): This feature distributes incoming calls to available agents based on pre-set rules.
- Call Queuing: This feature places incoming calls in a queue when all agents are busy, and distributes them as agents become available.
- Call Recording: This feature allows you to record calls for quality assurance or compliance purposes.
- Real-Time Monitoring: Supervisors can monitor agents’ performance in real-time to ensure the quality of service.
- Detailed Reports: Get insights into your call center’s performance with detailed reports on key metrics like call volume, call duration, response times, and more.
Overall, NEC’s UNIVERGE BLUE CONNECT is a comprehensive and robust solution that combines various communication and collaboration tools into one platform. It enables businesses to improve productivity, enhance customer service, and facilitate seamless remote work.
CALL RECORDING
Call recording can be invaluable for training purposes, ensuring compliance, and for resolving disputes.
- On-demand call recording to capture any active call
- Easily retrieve and playback recorded calls
- Tag recorded calls for easy searching and categorizing
- Download and share recorded calls.
CALL QUEUING
Call Queuing helps manage call volume in an orderly way and ensures that customer calls get answered in the order they were received.
- Overflow queuing to handle overflow call volume during peak times
- Set maximum queue size, maximum hold time and overflow destinations
- Play customizable comfort messages and music while callers are on hold
CUSTOMER EXPERIENCE
Queue callback lets customers choose to receive a call back rather than wait on hold.
- Customers can request a call back while maintaining their position in queue
- Customers can select a time to be called back, if desired
- Customers are automatically called back once their turn comes up in queue.
In addition to the above call center features, UNIVERGE BLUE CONNECT also provides the following optional features for more advanced call center requirements:
CONNECT CALL CENTER PRO (Optional)
Call Center Pro provides the tools you need to manage your call center operations, measure agent productivity, and deliver a superior customer experience.
- Call Center Reporting & Analytics
- Agent Management
- Call Queuing
- Interactive Voice Response (IVR)
- Call Recording
UNIVERGE BLUE ENGAGE
For businesses requiring a standalone contact center solution, UNIVERGE BLUE ENGAGE is a dynamic customer interaction platform that delivers advanced routing, queuing, and agent management capabilities. ENAGAGE is backed by NEC’s UNIVERGE BLUE 24x7x365 support and 99.999% uptime SLA.
The most advanced features include:
- Omnichannel Support: Connect with customers through their preferred communication channel. ENGAGE supports voice, web chat, email, SMS, social media and more.
- Customer Self-Service: Leverage AI and automation to resolve customer inquiries without needing to connect with an agent.
- Real-Time and Historical Reporting: Gain insight into your team’s performance and identify opportunities for improvement.
- Advanced Routing and Queuing: Ensure that each customer is directed to the agent who can best handle their needs.
- CRM and Application Integration: Connect ENGAGE with your CRM, ERP, or other business applications to streamline workflows and improve agent efficiency.
UNIVERGE BLUE CONNECT also supports more advanced contact center features, such as interactive voice response (IVR), skills-based routing, predictive dialing, real-time monitoring, and detailed reporting for managing and optimizing your contact center operations. Whether your contact center is a cost center or a profit center, UNIVERGE BLUE CONNECT can help improve the customer experience, increase agent productivity, and reduce operational costs.
No matter what size your business, UNIVERGE BLUE CONNECT can support your needs now and as you grow. Contact us today to learn more about UNIVERGE BLUE CONNECT and how it can help your business communicate more effectively and efficiently.