UNIVERGE^® Business ConneCT (BCT)

Unify all communication streams and empower your Business!

NEC’s versatile all-in-one Unified Communications & Collaboration suite UNIVERGE® Business ConneCT integrates all communication streams and presents them in a single view, giving employees control over how and when to be contacted, via a choice of devices – in the office, at home and when they are on the move BCT includes call control, presence, voice-mail, operator and directory services, as well as a comprehensive contact center. BCT has been designed to easily install, use and manage. This makes UC&C extremely easy!

Versatile user modes

Simple and cost-effective to deploy, the three user modes – Employee, Operator and Contact Center Agent – use the same database, a common user interface, and are managed from a central point. These versatile user modes allow employees to easily switch between various roles. For example, during peak hours some of your staff, including remote office workers, can act as Operator or Contact Center Agent.

BCT offers

• Contact Centre

• Operator

• Employee

• Presence Management

• Extensive Directories

• Phone Control

• Integrated Voicemail

• Instant Messaging

• DECT Corporate Directory

• Single Server

• Easy to Install

• Single point of Management

• Minimal Training

• DECT Messaging

• Multilingual

• Extensive Reporting

• Skill Based Routing

• Email Routing

• Call Routing

• Back Office Integrations

• Call Recording

• Virtualization Support

• Support all NEC PABX platforms

BCT Employee

Business BCT Employee provides vital information to all employees, such as the name, number and photo of the caller. Any incoming call is instantaneously displayed in a pop-up window, enabling employees to handle the call efficiently from their screen. Standard features, such as hold, transfer and end call are just a mouse click away.

A call log provides information on all calls, the last number dialed as well as Voicemail messages. Calling back is a matter of clicking on an entry in the contact list. And by redirecting calls to a mobile phone, employees can be available for customers 24/7.

 

BCT Operator

Intuitive user interface

With BCT, any authorized employee can act as an operator, connecting callers, handling messages and locating staff. The single user interface makes it easy to combine operator tasks with other work. BCT combines intuitive icons, an extensive name directory and various messaging facilities, offering professional Operator functionality to any user. Different queues show at a glance where a call is coming from: external, internal, re-routed etc. Calls are always routed to the right person because operators can see which person the caller wants to reach and which colleagues with similar skills are available. Additionally, this comprehensive view on the queues allows operators to spot specific callers easily and treat them in a special way (VIPs, returning callers, etc.).

Not just an Operator

A specific application for operator is within the hospitality industry. BCT has a standard integration with the middleware solution of Tiger® and FCS® (the middleware is used to connect to a hotel Property Management System). With this integration BCT operator has real-time information about check-in / check-out status of a guest, including additional extensive guest information like language and VIP status.

BCT operator is available for visually-impaired people by using a certified solution from Freedom Scientific which offers braille displays, voice guidance and screen magnification.

BCT makes Unified Communications available for your operators

Overview of the BCT layout screen

BCT Contact Center

Enhance Customer Contact

Connects customers to the right person

BCT Contact Center guides callers and routes email traffic to the best suited employee, reducing waiting time and improving staff motivation. Contact Center agents are also provided with additional information, such as the language in which to greet a caller.

Each customer call or email reaches the right person, first time, every time! Every employee, wherever he is, can act as agent while doing other tasks. All agents have access to advanced Unified Communications functions like Presence Management, Instant Messaging, DECT and Mobile Messaging.

Webchat – cost-effective and highly productive

With the BCT Contact Center customer live chat interface you can serve your customers at the moment they are ready for business or at the point where they are in need of support. Webchat is very cost effective as your agents can chat with several people at a time. Typically, one webchat agent talks with 10 times more people than a phone agent. And with a full page view history for each visitor, you’ll be up to speed by the time your customers click ‘Chat’

One professional face to the customer

BCT’s Contact Center features help your company to manage your Contact Center staffing and service levels. Group performance statistics enable your company to improve customer service, while extensive reporting tools provide insight into performance, costs and trends. BCT supports skill-based routing, transferring calls only to those agents with the best matched skill set. If no agent with the required skill set is available, an automated attendant can provide callers with a choice of alternative options.

Call or email routing can be easily configured based on clock and calendar, on customer specific items such as language, requested topic, historic data, identification, on staff specific skills and availability. You can tune your Contact Center to your needs!

BCT enables you to maximize your business performance by back office integrations with CRM and ERP solutions.