Editor's note: This NEC Univerge Blue product overview is part of a series on unified communications as a service, or UCaaS. Part one examined the evolution of UC in the cloud, and part two discussed the business case for UCaaS. Part three detailed the purchasing criteria and key features to consider, and part four compared the top vendors in the market.
Univerge Blue Business Cloud Services by NEC offers flexible cloud-based communications with telephony and unified communications features, including presence, mobility, instant messaging, conferencing and contact-center capabilities. Univerge Blue is offered directly by NEC, which handles design, installation and management services for customers.
Univerge Blue voice features include caller ID, call transfer, call waiting, E911 calls, call recording, and address book and directory. The call-transfer feature includes transferring a call from a smartphone to a desk phone. Another feature, call twinning, can have calls ring to one or multiple devices.
Univerge Blue's unified communications features, such as presence and IM, let users view their colleagues' status and see if they're mobile. Users can exchange information with anyone on their contact list on any device.
Robust mobility features and voice commands
NEC's Schedule-Based Presence and Availability function lets users set rules and route calls directly to their preferred device, regardless of their location. Voicemail support allows users to manage their voicemail via their desktop phone, computer or mobile device. Fax messaging lets users read faxes in their inbox without having to print them.
NEC's mobility client lets users transform their smartphones into a fully operational unified communications station. Users can view the presence status of other users and call, message or chat with them via the mobility client interface.
Advanced speech-recognition algorithms allow users to manage their calendars, contacts and calls via voice commands. The Find Me/Follow Me feature lets users designate where incoming calls will ring. Calls can be sent to a user's mobile device or desk phone.
Univerge Blue conferencing can handle four to 50 participants. Invites to join a conference can be sent via the web, or users can manually add a customer or colleague to the call. Conferencing also extends to the web with voice, video and other collaboration features, such as desktop sharing, whiteboards, document sharing, presentations and comments.
As new features are added to Univerge Blue, NEC makes these updates available to its customers. The updates are made automatically, without service interruptions.
Reliable security and call-center capabilities
Univerge Blue also provides continuous systems monitoring with advanced security equipment, such as firewalls, intrusion detection systems, intrusion prevention systems, malware protection and data centers certified for the highest levels of security. The 24/7 systems monitoring and support includes alert notifications, customer incident tracking and follow-up services.
The Univerge Blue Contact Center is designed to power call centers that handle hundreds or thousands of calls per day. Features include an automatic call distributor, which routes incoming calls to agent groups depending on the time of day, customer selections and other criteria. The skills-based routing system connects customers with agents who can address their needs.
Additional features include voice self-service, which lets customers obtain their information without involving an agent, and a supervisor interface that helps supervisors track queues and agents. Supervisors can also monitor or interrupt a telephone or web call.
Integration with customer relationship management and other business applications is possible with Univerge Blue's agent interface. This allows organizations to use dynamic code injection and integrate their own business logic and processes into the agent interface.
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