UNIVERGE® SV9100 Contact Center

Intelligent call routing for increased customer responsiveness

UNIVERGE® SV9100 Contact Center

Maximal Efficiency

Designed specifically to work on NEC's UNIVERGE SV9100 communications platform, this Contact Center solution seamlessly integrates a voice processing system with a communications system to deliver a complete communications ecosystem.

High call volume can be handled with a minimum number of resources to improve customer service and agent productivity by intelligently routing calls based upon custom criteria.

Customer Attentiveness

With the ability to direct calls based on company-set criteria, customer service and agent operations become more transparent with such routing capabilities as:


The inbound line on which a call is received.


The line that has the longest idle.


The time of day that a call is received.

Additional features:

  • Reduction in caller hold time by distributing call volume evenly among employees.
  • Callers have the option of either immediately leaving a message for agent callback, holding for an agent or dialing another extension, contact center group or voicemail box.
  • Queue announcements that encourage callers to remain on the line.
  • Provide customers the choice that best fits their needs to help reduce the number of lost calls and optimize staffing.
  • PC-based supervisor report features which can be used for agent scheduling, business analysis and improvement in scheduling efficiency.
  • Reporting package that offers an easy-to-use PC interface for compiling, analyzing and managing information.
  • Seamless integration with UC Suite which enables users to login as an agent and view real-time queue statistics plus monitor contact center stats of other agents.

Questions?

How can the UNIVERGE SV9100 Contact Center elevate response time?

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