Call Center Monitoring Software integration
Call Center Monitoring Software can play an important role in building and maintaining business relationships. Whether a business is small, medium or large, how effectively you communicate with customers, resellers, key suppliers and business partners can be the difference between business won and business lost.
With the right communication tools, especially in smaller businesses with limited resources, it enables you to do more with less – resulting in increased efficiency and productivity which in turn leads to improved customer satisfaction.
NEC’s UC Desktop Suite delivers to you an integrated unified communications (UC) solution for your UNIVERGE SV8100 Communications Server that enhances your organization’s productivity and collaboration. Specifically developed for small to medium size businesses, it is a scalable, feature-rich solution that simplifies communications management and enables complete mobility.
With the UC Desktop Suite, your employees become more mobile and productive. It offers advanced UC applications such as presence, desktop client, softphone, quick messaging, instant messaging (IM), white boarding, and application sharing that enable your workers to collaborate and provide customers the attention they deserve in today’s increasingly mobile world. It also seamlessly integrates with both NEC’s UNIVERGE SV8100 Automatic Call Distribution (ACD) and UNIVERGE VM8000 InMail to provide you with all of the features and functionality your business requires.
Learn how Desktop Suite Integrates with Call Center Monitoring Software
UC Desktop Suite’s UC Desktop Client provides an easy, cost-effective way for your organization to implement UC functionality with ACD call routing capabilities and integrated messaging functionality. UC Desktop Client offers you a wide-range of capabilities from managing communications on desktop personal computers (PCs), remote devices (Smartphones), CRM Integration, and enhanced presence to placing a complete attendant console right on an operator’s PC.
With just a few clicks of the mouse, UC Desktop Client allows your workers to get more done in less time by providing them easy access to features such as speed dialing, call management and contact lookup. Integration with popular contact and CRM applications expedites access to information. Presence improves your employee productivity by providing details to others about their availability to communicate. And, by providing attendant console features directly on your operator’s PC, it allows them to work more efficiently by giving them the ability to transfer and manage calls on-screen through an intuitive graphical user interface (GUI).
With UC Desktop Client, call management has been simplified through intuitive graphical user interfaces with easy to understand icons. Rather than remembering feature codes, UC Desktop Client users/operators can simply left or right click or drag and drop to do a multitude of functions such as hold, transfer, conference, enhanced park, page and barge-in.
UC Desktop Client keeps track of current call status. For example, when no call is active, the Answer, Transfer, and Conference icons are dimmed and cannot be selected. The intuitive interface also makes it easy for you to look up a telephone number and place a call. Directories are flexible and easily accessible since UC Desktop Client’s database is configured to display as you choose. The search function narrows the database displayed as the name is typed in the search box. When you zero in on the correct name, it enables you to automatically dial any of the party’s listed telephone numbers with one mouse click.
For operators, when a call is received, a pop-up window displays onscreen. The operator is presented with caller information and handles the call by clicking on that window. He or she can then use the program to access information about a requested line’s status, then transfer the call, park it or take a message with a simple mouse click or drag and drop. With the enhanced Park capabilities, the operator can easily monitor all parked calls right from the UC Desktop Client.
Simplified Call Management through Easy to Use Graphical User Interfaces
Simply right-click to Dial or transfer to a user’s alternate numbers
Hover over another user’s presence button to get current call information