NEC Univerge Blue Engage

UNIVERGE BLUE® ENGAGE improves the handling and oversight of communications through a range of agent and supervisor contact center services. UNIVERGE BLUE® ENGAGE offers a broad set of services to streamline the caller experiences and ensure service and staffing levels are sustained.

Benefits include:

1. Scalable from the smallest call-centric teams to large omni-channel environments.

2. Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal customer experience.

3. Reduces response time and improves service quality along with caller and agent experiences.

4. Real-time monitoring and permission-based activity reports bring transparency to agent and contact center performance.

5. Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.