NEC has released Univerge Sphericall software-based unified communications offering, which enhances the functionality for contact centres, wireless and video collaboration offerings.
According to NEC, the new offering integrates with UC for Business (UCB) contact centre agent, which gives agents the UC tools required to streamline incoming communications and access information. Features supported via integration with Sphericall include, intelligent call management, skills-based routing, agent management, multimedia capability through email queuing and web-chat integration to other third party CRM applications and access to UCB’s standard/custom reporting and administration functionality.
The company claims that the Sphericall supports Polycom HDX video offerings, enabling personal interaction over large distances to enhance productivity, and reduce costs. In addition, using Sphericall and Polycom HDX video offerings allow video runs as an application on the IP network.
Through integration with Polycom HDX, the new offering allows users to participate in conferences via the Sphericall Desktop, and enables video endpoints to appear within Sphericall. It is offered through wireless (WLAN and IP DECT) phones and access points, including business mobility that combines IP telephony with the DECT technology, the company said.
In addition, it is now compatible with four different business mobility IP DECT phones, as well as MH150 and MH160 wireless LAN handsets.
Jay Krauser, general manager of sales support and engineering at NEC, said: “In the continued development of univerge Sphericall, we’ve focused on features that allow us to easily adapt the solution for both vertical and wide-ranging business needs. These video, wireless and contact centre features will play a role in future versions as we continue to empower businesses to communications-enable their business applications and networks.”