Unified Communications for Business

A Unified Approach to Communications NEC understands the important role communications play in building and maintaining your business relation-ships. How effectively you communicate with customers, resellers, key suppliers and business partners can be the difference between business won and business lost. The measure of your responsiveness as an organization is not simply based on how well your contact center agents or console operator does their job. Satisfying customer needs relies on effective communications across the entire enterprise. A breakdown in communications between individuals, departments or locations could see your customer contacting your competitor instead. NEC’s UC for Business helps your organization eliminate the barriers to successful interactions. With it, you can take a unified approach to all the ways your organization communicates, whether externally or internally by computer desktop, phone, e-mail, fax, mobile, or via your website.

A true unified communications = NEC UCB

1 administrator 1 application 1 Server + +

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Rich Presence NEC provides intelligent presence informa-tion not just “are you at your PC”, but also makes it available everywhere, on the phone, on your voicemail greeting, in your business applications. It is about the intelligent presence of an indi-vidual

♦ Presence to desktop phone

♦ Softphone with integrated presence

♦ Wireless - location sensitivity

♦ Status notification

♦ Intelligent call forwarding based on status or caller ID

Desktop Telephony NEC is the leader in telephony - this is our core strength. Regardless of whether it is traditional or VoIP we have a solution for every size of busi-ness.

♦ Pure IP

♦ Hybrid

♦ Traditional

♦ Up to 192,000 lines

♦ UC is available on the entire NEC range of devices

Integration NEC is able to integrate with different email system, like Outlook and Lotus Notes.

♦ Change your Presence profile as prompted

♦ Check your call history

♦ Unified Messaging - Able to see voice messages and faxes in your Inbox

♦ Handle your calls with the toolbar

♦ Speedbar - Check colleagues’ Presence

Mobility With NEC you can take your complete environment everywhere you go - not just your applications, but your entire desktop and phone.

♦ Log on to any phone and your profile goes with you

♦ Dual mode phones take your phone beyond office

♦ One phone number to reach you

♦ PBX like call handling options

♦ One voice mailbox for all your messages

♦ Virtualization and thin client tech-nology

Unified Contact Center NEC’s unified contact center is fully featured. It integrated voice, faxes, emails and chat sessions via the com-pany website. UCB ensures high cus-tomer service levels by applying stan-dard contact handling methods to all media types.

♦ Optimize customer service

♦ Introduce cost reductions

♦ Improve staff performance

♦ Improve contact center management

♦ Maximize business outcomes

Operator Console UCB gives your operator superior call-handling capabilities to ensure that every caller’s first impression of your organiza-tion is a positive one.

♦ Log on the system from any PC

♦ Console gives operators all the infor-mation they need at a glance

♦ View current calls, calls waiting, parked calls and Presence informa-tion for all staff

♦ Single point of access for all voice and fax

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Business Functionality

NEC’s UC for Business unifies all your communications on one appliance and uses one application and one administrator - not necessary to replace your existing infrastructure, minimize your total cost of ownership.

♦ Familiar Microsoft® look and feel

♦ Presence capability for everyone

♦ Using the common Graphical User Interface (GUI) simplifies call handling. Users easily man-age all their communications from their desktop

♦ Consistent operation across the product family requires minimal training

♦ Easily customized for individual company

♦ Converge mobile and the desktop phone as a single device, using one number and one mailbox

♦ Modular and scalable design allow you to pay as your business growth

Business Advantage

NEC’s UC for Business provides a comprehensive suite of Unified Communications functionality that improves the way your organization manages all its business communications. Its features include:

♦ Presence, which give staff and operators valuable information regarding call recipients’ loca-tions and availability

♦ Presence reporting allows individual users and managers to monitor their own activity and the activity of others

♦ Softphone and Microsoft®Office

®Outlook

® intergration to simplify call handling and give users

the ability to manage all their communications from their desktops

♦ Click-to-Dial from Microsoft® documents for quick and easy access to the people you need to

reach

♦ Contact center and operator tools to address the unique requirements of each function

♦ Third party intergration enables organizations to connect UC easily and effectively for Business with other business applications

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Solutions for everyone - Activity Presence

Activity Presence gives you the availability and whereabouts of everyone in your organization in real-time. If a person is in a meeting, or busy on the phone, you can request notification when they return to their desk, or finish their call. You can make yourself available to others in the same way. Increase productivity by helping people connect faster, and avoid any delays.

“Call me back please” “Barbara is now back” “One touch dial…” “On the go….” “Who’s talking?”

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Solutions for Executives

Busy, mobile executives rely on their mangers and staff to supply them with the right information, at the right time. UC for Business puts executives in control of that informa-tion by providing them the power to access, prioritize and respond to their communications from anywhere at any time. It helps them manage their own communications experience and availability, which increases their produc-tivity and effectiveness. Mobility, priority routing and pres-ence enable the executive to ensure that the most impor-tant callers get through, so both the executive and callers receive a seamless communications experience.

Benefits to executives:

♦ Manage all calls, voice messages, faxes and emails from within Microsoft

® Outlook or smart phone

♦ Prioritize the most important calls, voice messages, email and faxes

♦ Use Presence to view the availability of staff

♦ One number to reach through either phone or web make staying in touch simple

♦ Responsive to important requests anytime and anywhere

Solutions for Knowledge Workers

The frustrations of phone tag, constant interruptions and overloaded inboxes are well known to knowledge workers. UC for Business increases their efficiency and productivity by enabling them to streamline and intelligently manage all their communications using a single desktop application. Knowledge workers also benefit from the increased mobility offered by UC for Business. One-number reach and access to voice messaging, email, fax and telephony features normally only available through their desktop phones give them the ability to be in touch with anyone, anywhere and anytime they choose. Workers can even customize voice message greetings for specific cus-tomers.

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Two additional features, Executive Conference and Executive Mobile, offer value-added capabilities for knowledge workers: Executive Conference provides an in-house voice conferencing bridge that supports up to 64 internal or external participants with an easy-to-use, intuitive interface. Internal and external participants can join conferences with a click of the mouse or by dialing a phone number. Small groups that want to spilt away from the main conference and have a quick discussion without the others can easily do so with the provided drag and drop functionality. Employees improve communications with customers, colleagues, suppliers and business partners and become more productive as a result. Executive Mobile enables workers to remotely access their desktops’ UC for Business functionality and other applications via their mobile phones. Mobile workers can quickly access the corporate directory to find any number that they need and use also scroll through their phone message lists and respond to those messages that are important. With Executive Mobile, workers can increase personal efficiency, achieve greater productivity while they are away from their desks, and manage their communications from wherever they are.

One desktop tool: Increase accessibility and communicate more effectively

1. Presence Profiles adjust your ‘activity greeting’ from your desk-top by selecting a different Pres-ence profile which changes voicemail and greetings

2. Quick Tabs allow immediate access to all functions

3. Call History sort interactions by date, caller, media or call state and display events in the way that matters to you most

4. Screenpops of caller details allow you to prioritize and per-sonalize your communications

5. Go Mobile by transferring calls to your mobile without interrup-tion

6. Recording tab allow quick click-to-record

7. Buddy List shows real time activity presence of frequent contacts: click-to-dial

Support for multiple operation system: Lotus Notes & Ms Outlook

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Solutions for Contact Center Agent

Contact Center agents are expected to process large numbers of external requests as quickly as possible. These requests come in many forms - calls, faxes, e-mails and chat sessions via the company website, and the agents must answer and fulfill each request in an accurate and timely manner. UC for Business can help ensure high customer service levels by applying standard contact handling methods to all media types. Safety nets for emergency or high volume situations can be pre-configured to send calls to backup agents when specific thresholds are reached. High-value customers or transactions can even be given priority handling.

Agent Desktop empow-ers contact center agents and managers with a transparent view into all activities and progress throughout the contact center and organization. This includes inbound/outbound calls, on/off hook, availability and activity, service level states covering agents, queues and more.

Key benefits

♦ Increase revenue by answering more calls and reduce call abandonment

♦ Measure campaign success with data reports

♦ A single desktop interface for handling multimedia contacts ensures optimum utilization of agent time

♦ Control costs through self-service op-tions offered via an integrated IVR free up resources

♦ Maintain consistent high service level to customer through applying consis-tent contact handling methods

♦ Take action based on the real-time status of agents and queues

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Solutions for Console Operators

An operator is often the first point of contact that a caller has with an organization, and he or she can leave a lasting impression with that caller. However, they can face a unique set of communica-tions challenges. They are expected to efficiently handle a large volume of calls that range from time-consuming routine inquiries to urgent high-value transactions, and they need to be able to manage peak times without compromising quality of service. NEC UCB gives your operator superior call handling abilities - ensuring that every caller’s first im-pression of your organization is a positive one. UCB enables operators to be more efficient and provide a higher level of service by giving them the ability to see the number of calls in queue as well as the name of each caller. Calls can be sent to backup operators based on their waiting time and caller priority. Additional useful features give operators the ability to:

♦ Log on to the system from any PC at any of your organization’s locations

♦ Forward calls to extensions without answering them through drag-and drop functionality

♦ Play customized announcements to callers on hold

♦ Change call forwards and voice messaging greetings from the console

♦ Distribute fax and voice messages to individual staff for follow up via centralized control

♦ Transfer callers to user’s voicemail box regardless of the user’s extension status

♦ Use presence features to stay informed about staff availability in real time

NEC Operator Console: the dashboard of the company 1. Duration of current call 2. Current call with caller ID & name 3. Call Waiting 4. Parked Calls Information 5. A transferred call will appear until it is an-

swered, and is retrievable at any time 6. Destination Contact Information based on

Presence, Queuing & Phonebook 7. Presence Visibility: Telephone and activity

status of each extension - click the button to dial the extension, or 2 clicks provide more details and more functions

8. Additional presence details for this user including Instant Messaging Presence, email calendar appointment, ETR and “personal notes”

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UC for Business from NEC offers a single solution to satisfy all your business communi-cations needs. It unifies the entire organization, enabling individuals, departments and locations to work as one, ensuring efficient internal and external interactions. To arrange for a personal demonstration, please contact us or reseller.

NEC Hong Kong Limited Tel: (852) 2733 5533 Fax: (852) 2733 5519 Address: 25th Floor, The Metropolis Tower, 10 Metropolis Drive, Hunghom, Kowloon, Hong Kong Email: solutions@nechk.nec.com.hk Website: www.nec.com.hk © 2010 NEC Hong Kong Limited. All rights reserved.

Ref: CAT20100107PBX

NEC UNIVERGE SV8000 capabilities

Mobility (IP) DECT Voice over WLAN Fixed mobile convergence Management and control Moves, adds and changes Expense control Performance management Staying in contact Contact centre Voicemail and IVR Calendar integration Attendant / operator / switchboard Directory

Unified Communications Desktop integration Collaboration Presence Messaging Mobility Connectivity Multiple sites VoIP and SIP Scalability

UNIVERGE® SV8100 Whether your business is small or medium-sized, NEC’s UNIVERGE SV8100 Communications Server provides the flexibility to meet all of your communication needs. This powerful, feature-rich solution is completely scalable and can be ex-panded for future growth.

UNIVERGE® SV8300 The UNIVERGE SV8300 Communications Server is a robust, feature-rich solution that can be expanded to meet a medium-sized business’s communications needs for both today and tomorrow.

UNIVERGE® SV8500 A Next-Generation Server for Pure IP or Converged Hybrid Networks. NEC’s UNIVERGE SV8500 Com-munications Server is the optimal product for a pure IP or converged hybrid network.