Contact Center Solutions Featured Article

TORO Picks NEC for Customer Service Help

June 19, 2009

NEC (News - Alert) Unified Solutions has announced that TORO National Support Network is using NEC’s UC for Business product to handle customer service.

TORO NSN’s (News - Alert) call center handles troubleshooting and maintenance for customers using TORO’s turf irrigation computer systems.
 
TORO chose NEC’s UC for Business unified communications application, according to TORO officials, to "enhance the NSN contact center’s performance and reporting capabilities."
 
The product streamlines administration and allows the company to handle the real-time demands of its call center.

In addition to providing advanced contact center functionality, NEC’s deployment at TORO NSN offers unified messaging, mobility and desktop telephony applications.
 
Desktop monitoring software allows TORO NSN to supervise incoming calls and prioritize those that need to be addressed immediately.

“By choosing the UNIVERGE SV8300 and UCB, TORO NSN is providing its call center employees with the tools they need to make decisions and respond to customers quickly and knowledgeably,” says Larry Levenberg (News - Alert), vice president and general manager, National Channel for NEC.
 
TMC's Patrick Barnard reported that NEC Unified Solutions introduced a new IP-based unified communications system designed for the hospitality industry.

With UNIVERGE Sphericall for Hospitality, Barnard wrote, "hotel operators can improve operations and cut costs while at the same time wowing their guests and earning repeat business."

The 100-percent software-based solution, Barnard wrote, built on NEC’s Sphericall enterprise softswitch platform, delivers a slew of advanced features that will boost staff productivity including unified messaging for email, voicemail and fax; click-to-dial calling and conferencing; and presence with IM and texting capabilities.

The product "integrates out-of-the-box with leading property management systems and third-party hospitality in-room telephone handsets providers -- plus it can be integrated with a broad range of other business applications. Because the system is standards-based, it can sit on industry-standard servers and IP terminals, thus enabling hotels to easily expand and reconfigure the system as they add new locations," he reported.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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