1. The Unified Contact Center
Environment
Placing People at The Center of
Business Communications
Presented By:
Jason Brock – Zeacom Channel Mgr.
949.261.3590

2. Unified Versus Integrated
• Solutions sold by most vendors are a mixture of various
unrelated applications.
• Often 3rd party companies have been purchased (or
OEM agreements) and “made” to work with existing
products.
• The solution is often comprises multiple servers, GUI’s,
administration systems and reporting engines integrated
together.
• UCB has been entirely developed as one
system…Unified

3. = One UC Solution
• One Server
• One Administrator
• One Reporting Package
• One Database
• One GUI for Agents / Supervisors
• Two GUI Options for Executives,
Knowledge Workers and Staff UCB
• One GUI for Receptionists
• One Mailbox for all Devices
• One Vendor
• One Training Requirement
• One Support Process
• One Solution

4. Contact Center Suite
• Phone (Voice)  Up to 550 Agents & 2,500 Business Users
on an NEC 2400 or SV7000
• Callback
 Skills Based Routing
• Email
 Caller Based Routing
• Fax  Real -Time status of Queues and Agents
• Web Chat  Integrated Inbound/Outbound Queuing
(Outdial)
• Web Callback
 Overflow to Backup or On Demand Agents
• IVR / Screen-Pop based on wait time and Priority
• 3rd Party Integrations  Active Directory and LDAP Supported
• Activity Queuing  Internal Screen-pops via Phonebook and
Outlook Contacts

5. Business Benefits of Multimedia
Applications
• Agents can multi-task - not just handle calls
• Customers want options to communicate - they also want timely
responses
• When you give your customers options - loyalty is increased
• Agents can perform tasks that are central to their skills – happier people
• Multi skilled agents are easy to set up – administration is not a hurdle
• Reports & wrap up codes – I’ve never had those before…

6. Cost – Revenue Balance
Agents Every call center
CallersSales Environmentthe
are funneled into 1 struggles with keeping
business via the Contact Center costs low vs. trying to
Abandoned Calls = Lost Revenues increase revenues
The only answer is Efficiency. Either through really
Example: Each call = $50 Where do
20,000 calls per month go? or… Technology!!!
good management
they
10% abandonment 2 When no agents are
available, the queue
5% true abandonment grows and callers
abandon
$50,000 per month lost revenue
Callers hang up
3 The logical answer =
Add more agents
Customers
Each agent costs $2,500 per 4 But, staff costs are too
month, just for salary. They say high.
double this amount to include
overheads

7. Technology in Contact Centers
UCB can:
Calls / Time in a Call Center
1 New technology =
1) Provide options other than to abandon Increase the number
Calls 2) Increase caller patience of calls handled with
Abandonmentthe call handling time less agents.
3) Reduce is high in these
200 peaks as callers get frustrated
and hang up
Sample call center has enough agents to
150
handle up to 100 calls per hour 2 Calls arrive during
peaks and troughs
100
3 As technology is
introduced into the
50 call center, the peaks
are reduced and
abandonment rates
0 come down.
Time

8. UCB Technology Options for Peaks
1 A Callback message is
not an abandoned
call. You have them!
Calls / Time in a Call Center
Calls
Skills Based Routing
Announce
Callback
Play messages in overflow to more
times calls can the queue with
At peak Callers can leave a message agents
200 Balancing urgency with skill sets
position and callers become 35% more
rather than wait.
patient 2 Announcements
Callers wait 35%
150 longer. Patience
increases.
100
3 Intelligent call delivery
50
0
Time

9. 4 Use quality reporting
to have an impact on
agent productivity and
Calls / Time in a Call Center queue performace
Calls
Reporting
With Real-time and Historical Reporting, CC managers can
200 accurately assess the productivity of their agents and react
to alert situations NOW
150
100
50
0
Time

10. UCB Technology Options for Peaks
8 Innovative tools like
Interactive Voice
Response (IVR) and
Calls / Time in a Call Center Audio Text take the
loads off your agents –
Calls especially during busy
Interactive Voice Response
Screenpops
Audio Text times
At peak times people are more likely to
Show agents who is calling attendant their most
Callers can ask an auto before they answer the
200 use self service options. For example:
call. common questions. No agents required.
The agents call cycle time will be reduced.
“Press 1 for account information”
150 9 Screenpops allow
more calls to be
answered with the
same number of
100
agents, therefore
reducing peaks.
50
10 UCB is designed to
accommodate peaks,
0 reduce abandonment
rates and increase
Time productivity.

11. UCB Technology Options for Troughs
11 During quiet or
‘trough’ times, agents
can be unproductive
Calls / Time in a Call Center
Calls
200
In summary: All the UCB technology associated with call centers
150 12 With inbound –
can be used to have a positive impact on the peaks and troughs outbound call
in any given call center. blending, agents can
95 be productive
You will influence the cost / revenue balance. throughout both
peaks and troughs
50
Outdial
Agents handle outbound campaign calls
0 to increase sales, do customer service
follow up, collect debts etc Time

12. Unified Messaging
UNIVERGE®
UM8500 3.x

13. Voice and Unified Messaging
 Provide Callers with Choices from Voice Mail
Based on their Caller ID
 Manage all Messages – Voice Mail, eMail and Fax in One Place
 View and Manage Callers While They are in Your Mailbox
 Play your Email Messages Over the Phone When on the Road
 Access Voice Messages from the Web
 Manage Your Mailbox via GUI
Ｐage 13 NEC Unified Solutions, Inc.

14. VideoMail Enhancing Unified Messaging
Send Video and Screen Capture
Messages as compressed eMail
Attachments
Ｐage 14 NEC Unified Solutions, Inc.

15. Softphone

16. Challenges And Business Drivers
Challenges
– Most business communication attempts fail
to connect on initial attempt
– Each application interface requires
individual support
– Applications provided by 3rd party are costly
(conferencing, video, etc.)
– Lack common user interface
Business Drivers
– Today’s business person:
• 66% of the work force is mobile*
• Users have multiple contact methods i.e.
Desk Phone, Cell Phone, Wireless, Pager,
etc.
– Anytime/Anywhere connectivity
* Gartner
Ｐage 16 NEC Unified Solutions, Inc.

17. Defining Endpoints Within The Enterprise
Softphone Users
Desktop Tele-w orkers Cam pus Roam ing
Defining Half or more of the work Half or more of the work Working at remote office Most of the work done
Characteristics done on the desktop done at Home or traveling between across WAN
offices
Vertical m arket areas Traditional worker Home workers, contact Education, healthcare, Sales worker, field
centers, power users warehouse, service, transport &
manufacturing, hospitals, logistics
hospitality
P rim ary Access to LAN Broadband Service (DSL, WiFi Cellular
Enterprise Netw ork ISDN, Cable)
M ost I m portant Desktop phone (softphone Softphone, PC (Portal Blackberry, PDA, laptop, Cell phone, PC
Equipm ent or web based phones), PC Access) softphone
Likely secondary In building wireless, cell Cell phone Cell phones, softphone, PDA, softphones, hot links
equipm ent phone
Ｐage 17 NEC Unified Solutions, Inc.

18. Soft phone Overview
The Dterm SP30 is targeted at the enterprise IP multimedia user. The Dterm SP30 offers the
function to assist individual “Communications Without Compromise”.
Selection of communication Dialing via telephony
End User Value service directory
USB headset
Member location Call log
compatible
Selection of skin Recording capability
Application collaboration
Administration Value Speech quality with Flexibility of
security organization change
Reduction of software
support Easy migration
Manager Value Reduction associated to Productivity improvement
relocation
Reduction of initial Improvement of company
investment image
Ｐage 18 NEC Unified Solutions, Inc.

19. Corporate Acceptance of Softphone
Integration with multiple
appliances and app’s a must;
Instant Messaging
Presence
Collaboration
Video conferencing
Recording
Users
Callcenter agents
Mobile workforce
Ｐage 19 NEC Unified Solutions, Inc.

20. Dterm SP30 (Softphone)
RED
Dterm SP30 (Soft Phone)
 Application Collaboration
- NetMeeting
- 2 way Video Conferencing
- Application Sharing BLUE
- White Board
 Short Text Message
 Telephone Directory Integration
- Drag and Drop
- 32 numbers on function key panel
- 12 numbers on the main panel GOLD
Functional Requirements
PC IBM-PC/AT compatible machine
OS WindowsXP/2000
Memory Min. 256MB
CPU Pentium Ⅲ, Min. 800MHz Proc.
Ｐage 20 NEC Unified Solutions, Inc.

21. Main Panel Features
Task tray change button
Logo button Call button Compact mode
MW Lamp change button A
Alpha
Function Key
Numeric B
panel Button
Display
24×2Line
Short Message
panel Button
Information Window
Address Book Button C
Transfer
button Call Forward Button
3/8 Party Call Log Button
Conf. button D
Configuration Button E
Record button
Hold button Dial pad panel Button F
Feature/Line Application Collaboration panel G
Key button Button
DesktopVideo Button H
Member display Volume control Mute Button
switch button 1, 2 button
Ｐage 21 NEC Unified Solutions, Inc.

22. Sub Panel And System Tray Features
Function Key
Panel
Short Message
Panel Button
Address Book
Button
Transfer Button Call Log Button
Hold Button Application
Collaboration
Panel Button
Voice Mail and Dial Pad
Incoming call
Notification Video panel
Mute Button button (phase 2)
Call
Display
24 x 1 line
Volume Button
Ｐage 22 NEC Unified Solutions, Inc.

23. Desktop Toolbar
Main Panel Display
Following shows each component of the main panel. Scroll button on the right, switches between panels.
Message Waiting
Volume change Phone Book Text Message Member button Minimize
Lamp
Record button To Task tray
Mute button Out of seat
Display Call History Scroll button
(24 x 1 line) Call button
Line buttom
Video Conference
10 Key Transfer button
3-part conference
Application
Collaboration Hold Button Transfer Configuration
User Configuration
Switches to the 2nd line by pressing Scroll button
Ｐage 23 NEC Unified Solutions, Inc.

24. Click to call is available from any entry of your
Corporate Directory
2005-06-09 3
Ｐage 24 NEC Unified Solutions, Inc.

25. Copy & Paste – Drag & Drop
Copy & paste
Paste in the number prompt on the Dterm SP30 (LCD Area).
Warning : You might have to add digits for the Dterm SP30 to
understand the number you paste (e.g. 9+1+214 before 262-
5533)
Drag & Drop
Drop zone for a number is
To focus back on the Dterm SP30window when dragging a
number, just pass over in the toolbar.
3
Ｐage 25 NEC Unified Solutions, Inc.

26. Tapi Configuration and Dial
Tapi Configuration
Open Microsoft Outlook
Select the Contacts ICON
Select a local contact
Double click the auto Dialer ICON
Select the Dialing Options
Make sure the Connect Line option is
configured for SP30. If it is open the drop
down box and select “SP30”.
This will configure all dialing options out of
your contact to dial through “SP30”
 Dialing via TAPI
- Open Microsoft Outlook
- Select your contact ICON
- Select a local contact
- Double click the auto Dialer ICON
- Select Start Call
Ｐage 26 NEC Unified Solutions, Inc.

27. How to … ?
How to transfer a call ?
During the call, press transfer button
Dial new number using keypad
Hang up call.
How to 3 party Conference?
During the call, press transfer button
Dial new number using keypad
After remote party picks up, press the conference
button
How place a call on Hold?
During the call, press the hold button
Myline key will blink black then blue indicating call is
now on hold.
Pressing the Myline key will take the call off hold.
2005-06-09 3
Ｐage 27 NEC Unified Solutions, Inc.

28. Definition of Presence
Provides up to 22 configurable buddies *
Buddies provide ICON and textual information. Text information is
provided in a pop up form when hovering over the buddy ICON
When connected to OWX Database a Time of synchronization will appear.
Icon Description
DB
PC power off or logged off
OWX (LSI)
Active Call
Idle State
Busy State
Buddy
?, Or No Buddy not defined in OWX database
Lists icon
Ｐage 28 Users
NEC Unified Solutions, Inc.

29. Recording a Call
How to record a call
Right mouse click the record button
Select the item PC record
A menu with the record functions will pop on the screen.
Press the record function to start the recording. After
you are done recording select the end
Save Recording
Stop Recording
Start Recording
Email Recording
Delete Recording
Ｐage 29 NEC Unified Solutions, Inc.

30. Distinctive Ring
Users can setup distinctive rings for member list
Ｐage 30 NEC Unified Solutions, Inc.

31. Softphone Benefits
Work from Anywhere!
Road Warriors
Telecommuters
Worker Benefits
Reduce the cost of commuting
Reduce non-productive time spent commuting which includes
getting settled on arrival and packing up for departure
Reduce the late arrivals/early departures associated with traffic
patterns and weather conditions
Company Benefits
Reduce the cost of office space, utilities and even furniture
purchases
Reduce tardiness and absenteeism
Increase worker productivity which leads to increased customer
satisfaction and retention
Ｐage 31 NEC Unified Solutions, Inc.

32. Enhanced Collaboration
Standard High-end Collaboration
Video – ability to conduct video call with other users
Whiteboard – Collaborate & share drawing tools
Application sharing – Share windows applications &
collaborate with other users
Chat – Instant messaging capabilities with other Desktop Suite
users
FTP – easily send files to other users
Ｐage 32 NEC Unified Solutions, Inc.

33. Enhanced Collaboration - Video Conference
Ｐage 33 NEC Unified Solutions, Inc.

34. Enhanced Collaboration - Whiteboard
Ｐage 34 NEC Unified Solutions, Inc.

35. Demo
Ｐage 35 NEC Unified Solutions, Inc.

36. Conclusion
The NEC UNIVERGE360 Difference
Place people at the center
of communications
Fully integrate communications
throughout your business
Offer functionality and effective tools
Transform what communications
can do for your business
Ｐage 36 NEC Unified Solutions, Inc.

37. Next Steps
Ｐage 37 NEC Unified Solutions, Inc.