NEC Corporation of America (NEC), a leading provider and integrator of advanced IT, communications and networking solutions, announced the launch of UNIVERGE BLUE ARCHIVE for ENGAGE. This solution seamlessly integrates with the UNIVERGE BLUE ENGAGE contact center platform, empowering businesses to preserve, protect and efficiently retrieve crucial interactions between agents and customers.
Businesses today rely on effective communication to build strong relationships with their customers. NEC understands the importance of preserving these interactions and is committed to providing cutting-edge solutions to facilitate seamless communications retention, access and analysis through our UNIVERGE BLUE ARCHIVE solution. By leveraging the power of UNIVERGE BLUE, businesses can transform their contact center operations and elevate their customer experience to new heights.
Key Features of UNIVERGE BLUE ARCHIVE for ENGAGE Include:
- Automatic preservation of call recordings, chats, SMS, voicemails, emails, screen recordings, transcriptions and sentiment analysis.
- Powerful contextual search capability for retrieving communications across different channels.
- Role-based access control for secure access management.
- Customizable retention periods, with options of up to 10 years.
With the launch of UNIVERGE BLUE ARCHIVE for ENGAGE, businesses can benefit from:
- Compliance with industry regulations such as PCI-DSS, HIPAA, FINRA, SEC and IIROC.
- Efficient resolution of disputes and complaints by quickly retrieving contested calls.
- Meeting legal obligations by producing interactions promptly for litigation cases, investigations and eDiscovery requirements.
- Monitoring and improving agent performance through quality reviews and feedback.
- Delivering better customer service by accessing past interactions for knowledge and continuity benefits.
“We’re thrilled to announce the release of UNIVERGE BLUE ARCHIVE for ENGAGE, which demonstrates our unwavering dedication to providing top-notch business communication tools to our channel partners and customers,” stated Marc Hebner, President of NEC Cloud Communications. “As a new addition to our expanding UNIVERGE BLUE cloud suite of solutions, the inclusion of ARCHIVE for ENGAGE allows us to further improve customer satisfaction, boost efficiency and gain a competitive edge in a crowded market.”
UNIVERGE BLUE ARCHIVE for ENGAGE complements NEC’s existing suite of communication solutions by offering enhanced archiving capabilities specifically designed for contact centers. ARCHIVE for ENGAGE is the latest product release in the UNIVERGE BLUE Cloud Solutions family, following the early 2024 release of UNIVERGE BLUE PULSE, an artificial intelligence (AI) engine that provides cutting-edge AI technology to UNIVERGE BLUE CONNECT and ENGAGE platforms, as well as the launch of UNIVERGE BLUE ARCHIVE for CONNECT in Fall of 2023.
NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC delivers integrated Solutions for Society that are aligned with our customers’ priorities to create new value for people, businesses, and society, with a special focus on safety, security, and efficiency. We deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology and leverages a robust partner ecosystem to solve today’s most complex business problems. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with 284 group companies in more than 50 countries and $25 billion in revenues.
SOURCE: Businesswire