NEC UNIVERGE BLUE Engage

Cloud-Based Contact Center Services

NEC’s Univerge Blue Engage helps businesses improve handling of and insights into their communication processes. This is accomplished with a broad range of innovative agent and supervisor contact center services.

Univerge Blue Engage Makes Contact Centers More Responsive:
• Highly flexible solutions that make it easy to deploy contact center services for remote/at home workers.
• Features that are scalable, so services can support small call-centric teams as well as large multi-channel teams.
• Streamlining of incoming inquiries from multiple channels, services use smart routing and deliver content to agents for optimal customer experience.
• Reduced response time, improved service quality and better caller and agent experiences.
• Compatibility with most CRM, ERP systems and collaborative apps ensure easy adoption and minimizes disruptions for users.

Our Cloud-Based Contact Centers Increase User Control:
Real-time monitoring and permission-based activity reports provide insights for and transparency to agent and contact center performance.

• Contact Center monitoring includes phone, email, and chat activity.
• More accurate reporting of call center analysis.
• Call reports can be customized and filtered by skill set, group provisioning, and agent profile.
• Multimedia recordings can be stored for easy, permission-based online retrieval by agents.
• The ability to customize agent status help to deliver better insights that help make fielding of interactions more efficient.

Business Cloud-Based Contact Center Solutions

NEC’s Univerge Blue Engage uses advanced skill-based routing and automatic call distribution (ACD), so callers are immediately directed to the next available and most knowledgable agent available.

Efficient Call Handling Features of Univerge Blue Engage:
• Multi-channel options like chat and e-mail take the conversation beyond just voice, making the resolution of calls faster and succesful.
• Desktop and browser versions of customizable agent apps that easily integrate with standard CRM platforms and other popular business apps, resulting in intuitive access information and resources.
• Configure agent-client interface for specific requirements and frequent caller requests.
• Answer calls via a built-in smartphone application, traditional desktop telephone, or VoIP connection.
• Agents can receive feedback on their performance, helping them to improve their skills and customer satisfaction.
• Customer feedback can be automatically and immediately captured following the customers interaction with the agent.
• Agent scheduling capabilities ensure staffing is always ready to meet customer contact center demand.

NEC’s Univerge Blue Engage provides businesses with feature rich services that streamline caller experience and ensure that service and staffing are sustainable.

Univerge Blue Engage Features Include:
• Automatic call distribution that can be synchronized based on function, region, time of day, organization or industry type.
• Programmable voice prompts that gives a callers the ability to self-manage their call, retrieve the information they need, reach a specific department or individual, and contact an agent when they need assisstance. The easy interactive voice response (IVR) wizard makes set up super simple!
• Convenient silent mode, phone and web-based conversation prompts give supervisors a simple way to monitor their agents’ activity and performance, ensuring customers are receiving the quality service they deserve.
• Secure widget-based dashboard views provide real-time reporting, creating total transparency.
• Two-way conversation tools extend contact center reach while still respecting audience preferences.

Empower Your Workforce Even More with NEC’s Univerge Blue Connect + Engage improve employee efficiency and design superior customer experiences by utilizing the advanced call features that the combined power of CONNECT + ENGAGE provide.

Univerge Blue Connect + Engage Unlocks MORE:
• Access to advanced call handling in Connect gives agents the ability to manage customers and quickly get back to collaborating with peers when done.
• Greater Flexibility gives Connect users access to call queues without having to switch to a different application.
• Unified Communications provides visibility to other users/agents handling customer calls. This lets users/agents see who’s available to chat, talk, and meet while on calls.
• Advanced customer call handling capabilities are baked into Connect: dialout, automatic scheduled dialout campaigns, inbound voice interactions, callbacks, relevant caller information, and call classifications.

UNIVERGE BLUE CONNECT + ENGAGE Unified Application Demo Video

Ready to Move Your Contact Center to the Cloud and Improve Customer Experience?

ServiceMark is ready to help you make the leap to Univerge Blue Engage if it’s the right fit for your business. We have developed a Total Cost of Ownership tool, which compares multiple solutions, and calculates the total cost of ownership over 3, 5, 7, and 10 years.

Businesses can call ServiceMark at 816-478-2000 or request a no-cost business phone system consultation by submitting the form on the right. We look forward to hearing from you!

View all NEC Univerge Blue Cloud-Based Phone System Services…

Client Testimonials

      EXCELLENT  
   Based on 22 reviews 
    
 
 
 
   
 
 
       Posted on Google  
   
   Tim Porter 
 
 
 
 Trustindex verifies that the original source of the review is Google. This team really knows their business. If you are looking for a solution that is designed specifically for your business, this is it. Bruce and his team handle everything from small businesses like mine, to multi-location setup. You will not find anyone more down-to-earth than here! Update 11/2023: Bruce and his team helped me as we outgrew a traditional phone system. He helped us to convert to NEC's Univerge Blue VoIP system. This system can do as little or as much as you want it to. It is perfect for a team who has different skill levels. This system allows you to work from anywhere you have internet access or just use a desk phone like we did 30 years ago. The Install was on time, as-scheduled, the training was thorough with recordings of our training, and follow up on the phone with my questions afterwards was easy. No attitude of "I told you" kind of tone, but a pleasant helpful manner to help me through my needs. I couldn't be happier!
  
 
      Posted on Google  
   
   D Edwards 
 
 
 
 Trustindex verifies that the original source of the review is Google. Our business still had Southwestern Bell & AT&T phone wiring from the 1980's and 1990's with our handsets at least 20 years old-way past time for an upgrade. We contacted ServiceMark to get "new phones" and from that first phone call the end of June, all new cabling in our building installed the end of August then going live on the new system the second week of September, it has been nothing but professionalism, everyone has been extremely friendly, attentive to detail and communication to make this overwhelming (to us anyway) transition very easy and a pleasurable experience. We would highly recommend ServiceMark for your business communication needs. Oh and if you would have an issue like we had one at 6am the other morning when the businessowner got to the store and it appeared that there was an outage, placed a service call and the issue was answered and fixed within 15 minutes!!! You just can't beat that!  Auto Color
  
 
      Posted on Google  
   
   Austin H. 
 
 
 
 Trustindex verifies that the original source of the review is Google. I am an on-site IT technician that is contracted to a school district. The school district was in need of a new phone system and decided to partner with ServiceMark. I have to say, they made the whole project super easy! They were amazing when it came to preparing for the project. The communication and collaboration was amazing! Top notch customer service all around. Everyone is very friendly and professional. I'd like to thank Marty, Patrick, Dave, Shelby, Jenny, Ryan and  Bruce. I look forward to continue working with everyone.
  
 
      Posted on Google  
   
   Emily Brockhaus 
 
 
 
 Trustindex verifies that the original source of the review is Google. Bruce, Shelby, Jenny and Marty have all been monumental in making our transition to a new phone system EASY and PAINLESS. This was a huge undertaking, but with their help and expertise we were able to roll out this project very smoothly.
  
 
      Posted on Google  
   
   Fawaz S 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great company with outstanding customer service. They have been managing our phones (150+ lines ) for a few years and just completed a project to move us to a cloud solution. On time, On budget (to the dime!), No surprises! Looking forward to continuing our long term partnership with them.
  
 
      Posted on Google  
   
   Mister Giggledrops 
 
 
 
 Trustindex verifies that the original source of the review is Google. Good group of people
  
 
      Posted on Google  
   
   Antony Ritho 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great
  
 
      Posted on Google  
   
   Andrew Morgan 
 
 
 
 Trustindex verifies that the original source of the review is Google. Top notch! 10 stars
  
 
      Posted on Google  
   
   Laura Nennig 
 
 
 
 Trustindex verifies that the original source of the review is Google. Excellent training and customer service. We've used Service Mark at our business for over 15 years and they've only continued to improve their technology, and features. I love that Jenny creates videos for training for us to review if there are features we need a refresher for or new staff to train on their phone system. They have a technician on call 24 hours a day and helped us when we upgraded a few months ago. We were never without our phones and someone can out on Saturday to help us use a new feature we didn't understand. I could not recommend hem enough!