Features
Valuable information at your fingertips
Agents and supervisors can retrieve statistical information from the SV8000 Series ACD by simply pressing a telephone button. When queued callers or the caller hold time exceeds a pre-determined threshold, the system automatically sends alerts to agents’ and super-visors’ telephone displays. Additionally, the wide range of user-defined reports provided by the SV8000 Series ACD can be scheduled or printed on demand in graph or text format.
Embedded ACD for the SV8100
Designed specifically for the UNIVERGE SV8100, the embedded ACD’s unique integration makes the SV8000 Series ACD easy to program and maintain.
Real-time desktop interface display
The SV8000 Series ACD’s real-time display provides a simulated wallboard. It instantly provides supervisors with both queue threshold and agent information on their PCs. Supervisors and authorised agents can use the agent desktop application to text message important information to agents or groups. Access to instant ACD information improves agent performance and reduces training time without increasing business costs.
Reports
A wide range of user-defined SV8000 Series ACD reports, graphs and tables are available to users to enable them to enhance their business management. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand.
UNIVERGE 360
Our approach to Unified Communications
Our working environment is in a constant state of flux with organisations of all types continually looking for new ways of generating revenue, controlling costs and optimising productivity. Communication technologies (voice, email, instant messaging, SMS, IP telephony, voicemail, video conferencing) and their underlying networks such as the Internet, broadband, Wi-Fi and 3G are also evolving, forcing companies to re-evaluate their information technology strategies.
The challenge facing businesses is to embrace and harness the potential benefits of these technologies. The result must be a complete communications strategy that is available and usable by everyone, it must empower individuals and teams, enabling them to achieve their business objectives.
At NEC, we understand these challenges and offer advanced solutions to help businesses meet and surpass their operational and business objectives. We call this holistic approach UNIVERGE360, and it is designed to efficiently, and cost effectively prepare organisations for the opportunities available today, and for those of tomorrow.
By uniting all business communication devices (including mobile handsets, PDAs, soft phones and other IP devices) UNIVERGE360 accelerates decision-making and dramatically improves customer responsiveness. It incorporates business data through a serviceoriented architecture resulting in information being instantly accessed and transformed into real knowledge.
The result? You’re truly in the driver’s seat.