About UNIVERGE BLUE ENGAGE
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UNIVERGE BLUE ENGAGE is a powerful cloud-based contact center solution developed by NEC, designed to enhance customer communication through an omnichannel approach. The platform is built to optimize customer interactions by integrating AI, automation, and seamless CRM connectivity, making it a highly efficient tool for businesses that handle large volumes of customer inquiries. With intelligent call routing, real-time monitoring, sentiment analysis, and AI-driven analytics, UNIVERGE BLUE ENGAGE offers a comprehensive suite of features aimed at improving both agent productivity and customer satisfaction. One of the standout aspects of UNIVERGE BLUE ENGAGE is its user-friendly interface, which provides a customizable and intuitive workspace for both agents and supervisors. The dashboard is well-organized, allowing users to quickly navigate between different communication channels, monitor customer interactions, and access essential data in real time. The agent client, available in both desktop and browser versions, ensures smooth and efficient handling of customer interactions. Additionally, supervisors benefit from permission-based reports and real-time monitoring tools, giving them full control over team performance and customer service metrics.
Pros & Cons
- +Omnichannel Support: Integrates phone, email, chat, and other channels for seamless communication.
- +AI-Powered Features: Includes UNIVERGE BLUE PULSE capabilities like sentiment analysis, call transcription, and interaction summaries for improved management.
- +Skill-Based Routing: Directs calls to the most suitable agent, enhancing resolution speed and efficiency.
- +Scalable Solution: Supports small teams to large multi-channel environments, including remote setups.
- +CRM/ERP/EHR Integration: Ensures compatibility with major systems for minimal disruptions during implementation.
- +Advanced Reporting Tools: Provides real-time performance data for accurate insights and supervision.
- +Customizable Services: Offers tailored solutions like voice prompts and Easy-IVR wizards for specific industry needs.
- −Complex Setup: Advanced features such as AI functionalities and omnichannel integration might require expertise to implement.
- −Learning Curve: Supervisors and agents may need training to fully utilize AI-driven insights and reporting tools.
Features
Key features
- Cloud-Based Contact Center
- Provides a highly customizable and intelligent contact center solution hosted in the cloud.
- Remote/Home Worker Deployment
- Offers easy deployment options for remote and home-based agents, enhancing flexibility.
- Scalability
- Supports scalability from small call-centric teams to large, multi-channel environments.
- Smart Routing
- Streamlines incoming inquiries from multiple channels using intelligent routing capabilities.
- Contextual Agent Information
- Delivers relevant context to agents for optimal customer experience.
- Workflow Automation
- Automates workflows to save time and improve customer experiences.
- AI-Powered Functionality
- Utilizes AI to enhance quality management and improve service.
- CRM, ERP, EHR Integration
- Integrates with various CRM, ERP, and EHR systems for seamless adoption.
- Real-Time Monitoring
- Provides real-time monitoring of agent and contact center performance.
- Permission-Based Activity Reports
- Offers transparent activity reports based on user permissions.
Additional features
- Cloud-Based Contact Center
- Provides a highly customizable and intelligent contact center solution hosted in the cloud.
- Remote/Home Worker Deployment
- Offers easy deployment options for remote and home-based agents, enhancing flexibility.
- Scalability
- Supports scalability from small call-centric teams to large, multi-channel environments.
- Smart Routing
- Streamlines incoming inquiries from multiple channels using intelligent routing capabilities.
- Contextual Agent Information
- Delivers relevant context to agents for optimal customer experience.
- Workflow Automation
- Automates workflows to save time and improve customer experiences.
- AI-Powered Functionality
- Utilizes AI to enhance quality management and improve service.
- CRM, ERP, EHR Integration
- Integrates with various CRM, ERP, and EHR systems for seamless adoption.
- Real-Time Monitoring
- Provides real-time monitoring of agent and contact center performance.
- Permission-Based Activity Reports
- Offers transparent activity reports based on user permissions.
- Flexible Multimedia Recordings
- Allows agent-controlled multimedia recordings with permission-based retrieval.
- Customizable Agent Statuses
- Offers customizable agent statuses for enhanced visibility.
- Advanced Skill-Based Routing (ACD)
- Routes callers to the most suitable available agent.
- Multi-Channel Communication
- Supports chat and email alongside voice for comprehensive communication.
- Customizable Agent Client
- Provides desktop and browser versions of the agent client, integrating with CRM and business apps.
- Flexible Call Answering
- Allows calls to be answered via smartphone app, desktop phone, or VoIP.
- Agent Feedback and Evaluation
- Enables supervisors to evaluate, annotate, and provide structured agent feedback.
- Automated Customer Feedback
- Gathers automated customer feedback post-interaction.
- Agent Scheduling
- Offers agent scheduling capabilities to meet customer demand.
- Automatic Call Distribution (ACD)
- Synchronizes call distribution based on various criteria.
- Customized Voice Prompts (IVR)
- Allows callers to self-manage calls with customized voice prompts.
- Silent Mode Monitoring
- Enables supervisors to silently monitor agent activity.
- Real-Time Reporting Dashboard
- Provides a secure, widget-based dashboard for real-time activity reporting.
- Outreach Tools
- Powers two-way conversations and extends contact center reach.
- CONNECT Integration
- Integrates with UNIVERGE BLUE CONNECT for advanced call features and collaboration.
- EHR Integration
- Integrates with Electronic Healthcare Records (EHR) to automate tasks and improve patient engagement.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About UNIVERGE BLUE ENGAGE
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UNIVERGE BLUE ENGAGE Details
UNIVERGE BLUE ENGAGE's In-App Market Place
Does UNIVERGE BLUE ENGAGE have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
NA
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), CAD (C$), AUD (A$), CHF (Fr), CNY (¥), SEK (kr), NOK (kr), DKK (kr), KRW (₩), INR (₹), BRL (R$), MXN (Mex$), SGD (S$), HKD (HK$)
Pros & Cons
- Omnichannel Support: Integrates phone, email, chat, and other channels for seamless communication.
- AI-Powered Features: Includes UNIVERGE BLUE PULSE capabilities like sentiment analysis, call transcription, and interaction summaries for improved management.
- Skill-Based Routing: Directs calls to the most suitable agent, enhancing resolution speed and efficiency.
- Scalable Solution: Supports small teams to large multi-channel environments, including remote setups.
- CRM/ERP/EHR Integration: Ensures compatibility with major systems for minimal disruptions during implementation.
- Advanced Reporting Tools: Provides real-time performance data for accurate insights and supervision.
- Customizable Services: Offers tailored solutions like voice prompts and Easy-IVR wizards for specific industry needs.
- Complex Setup: Advanced features such as AI functionalities and omnichannel integration might require expertise to implement.
- Learning Curve: Supervisors and agents may need training to fully utilize AI-driven insights and reporting tools.
UNIVERGE BLUE ENGAGE's Support Options
Email Address
necpcd@necam.comContact
(888) 632-7003UNIVERGE BLUE ENGAGE's Alternatives
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