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Southern Communications > Business Telephone Systems > NEC Phone Systems > NEC UCB > NEC UCB Operator Console

NEC UCB Operator Console

Manage incoming calls more professionally and efficiently then ever

NEC Operator Console gives receptionists the tools they need to manage incoming calls more professionally and efficiently then ever, creating a better customer experience. They know who’s calling, who’s available to take the call, and who’s busy. They don’t keep callers waiting. Customers receive a more personalised service where each caller is treated individually,and they get to speak to the right person more quickly. That means less time on hold,less voicemails, less ‘double handling’ and less frustration.As productivity dramatically increases, an operator becomes more cost effective. Reception staff are less likely to need back ups, can handle heavy call traffic, and can in some circumstances operate across multiple sites.

Features of NEC Operator Console inlcude

  • Screen-pops – Detailed caller ID information can be viewed before answering the call. This enables a more personal service such as greeting a caller by name, and responding more quickly to requests. Calls from top customers can also be prioritised.
  • Presence – Status of all staff is displayed on the operator’s PC, allowing them to take an individual approach to each call. Notification of the expected return time is also displayed.
  • Call recording – Simply click on the“Record” button while the caller is speaking. Each recorded conversation can then be directed to the appropriate person’s mailbox.
  • Graphical User Interface (GUI) – Easy to use, your operators simply point and click or use hot keys to nswer, transfer, hold or make calls far quicker than traditional telephony.
  • One-touch dialing – Speeds up call control – with single-click transfers and hot buttons.
  • Message Management – Operators can review and re-distribute voice and fax messages collected in a entral mailbox to any users in the organisation without leaving their desks.

UCB Operator console UCB Operator Console Lite

 

Presence

Receptionists know the location and activities of staff and colleagues, and are able to view the full working status of all other users within the organisation. User availability is shown (“At my Desk”, “Away from my Desk”) for all phone users and staff.

Favourite contacts are allocated one-touch speed-dial icons on the UCB desktop by the user, easily from the contact and user directory. Right-click for status, left- click to call.

Receptionists can request a return notification for any Presence user. This activates a screen-pop to notify when the member of staff returns and is available.

 

 

Features

Screen-pops

Detailed caller ID information can be viewed before answering a call. This enables a more personal service such as greeting a caller by name, and responding more quickly to requests. Calls from top customers can also be prioritised.

Presence

Status of all staff is displayed on the operator’s PC, allowing them to take an individual approach to each call. Notification of the expected return time is also displayed.

Call Recording

Simply click on the “Record” button while the caller is speaking. Each recorded conversation can then be dragged and dropped to the appropriate person’s mailbox. Speed up call handling and become more responsive.

Graphical User Interface (GUI)

Easy to use, an operator simply point-and-clicks or use hot keys to answer, transfer, hold or make calls.

One-touch dialing

Speeds up call control – with single-click transfers and Presence buttons.

Message Management

Review and re-distribute voice and fax messages collected in a central mailbox to any users in the organisation without leaving their desks.

Console Reporting

Receptionists & management can get a picture of number of calls, peak times, wait times, etc. Makes staffing management easier.

Call History

Quick reference for the most recent inbound, outbound & missed calls.

UCB Chat

Receptionists can send a chat messages and notifications to another employee regarding a call waiting or a visitor in the reception area.

Console Modes

These can be scheduled based on time/day. In emergency situations (closing early, building evacuation, etc), the receptionist can simply click a mode to change the call delivery type.

Calls Waiting

Receptionists have a window showing how many calls are waiting and who is waiting (if Caller ID is available); important calls can be re-prioritised and answered out of turn.

 

Arranging Teleconferences

Receptionists can use UCB Executive Conferencing to effieciently arrange teleconferences for users and staff.

  • Outlook integration – Emails are sent using Microsoft Outlook with conference details, and information for efficient meeting requests, plus calendar integration.
  • Toaster pop reminders – Start your conferences on time.
  • Volume control – Adjustable for all individual attendees, ideal for eliminating background sound, etc
  • Last-minute attendees can be added easily – even on mobile phones or from outside the office.

The user-friendly drag-and-drop interface allows conferencing for up to 32 callers. Bring new attendees into a conference, split into private groups, move participants between private conversations and more – all with a click of the mouse.

 

 

Downloads

UCB Operator Console Sales Sheet UCB Console Lite Sales Sheet UCB Brochure UCB Snapshot Knowledge Worker Sales Sheet Operator Console Sales Sheet UCB Feature Comparison Sheet

 

 

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