NEC's UNIVERGE Sphericall Offers UC Solutions to Customers
February 09, 2010
NEC Corporation of America announced enhanced functionality for contact centers, wireless and video collaboration solutions with the UNIVERGE Sphericall software-based unified communications solution. These additional capabilities make it easier for organizations and employees to orchestrate communications in their business and their life.
Steve Hilton, principal analyst at Analysys Mason said that software-based communications architectures allow companies to achieve key business goals and can play a significant role in virtualization and server consolidation efforts in the data center.
“The flexibility of running voice as an application on the IT network and enabling a variety of communications options - such as the new video, wireless and contact center agent features added to NEC's UNIVERGE Sphericall product - ultimately gives end users the choices and productivity enhancements they want, and the simplicity of administration that IT managers want,' Hilton added.
Enhanced Contact Center Functionality shows when the Sphericall integrates with NEC’s UC for Business, or “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.
“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.”
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.
Added Video Features
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.
Through integration with Polycom HDX, Sphericall gives users greater flexibility, combining audio and visual elements into a single solution, letting users participate in conferences via the Sphericall Desktop, allowing video endpoints to appear within Sphericall as any other endpoint providing presence and click-to-dial capability and simplifying the calling experience.
Hans Lewis is a contributing editor for unified communications. To read more of his articles, please visit his columnist page.
Edited by Kelly McGuire