UC for Enterprise

NEC Corporation of America www.necam.com NEC’s powerful Unified Communications suite of applications that enable greater efficiencies and higher productivity

At a Glance • A unified approach to communications • A powerful UC solution for the enterprise • Flexible and scalable • Enhanced user mobility • Increased efficiency for higher productivity and cost reduction • Open standards and customization • UC for Enterprise Empowered User • Optional role-based applications • UC for Enterprise Empowered Platform

Overview

A Unified Approach to Communications The Unified Communications Advantage NEC understands the important role communications play in building One of the major obstacles to successful interactions is the and maintaining business relationships. How effectively a business communications overload that most employees deal with on a daily communicates with customers, resellers, key suppliers and business basis. The wide-range of communications tools - desktop phones, partners can be the difference between business won and business cellular phones, voicemail and email - severely hinder an employee’s lost. efficiency and productivity. The measure of an organizations ability to effectively respond With NEC’s UC for Enterprise (UCE) suite of applications, entails much more than how well contact center agents or console communications overload is remedied by combining all of these operators do their jobs. Satisfying customer needs relies on effective communication tools and devices into one powerful, easy to manage communications across the entire enterprise. A breakdown in solution; information is centralized, messages are in one inbox, and communications between individuals, departments or locations can be real-time communications are easier to manage. The user dictates detrimental to a business’s survival. how and when he or she wants to be reached. The result is greater NEC’s UC for Enterprise helps organizations eliminate the barriers to efficiency and higher productivity. successful interactions. With it, they can take a unified approach to UC for Enterprise exemplifies and supports NEC’s belief that an all the ways their organization communicates; whether externally or employee’s role should define the technology used to communicate. internally by desktop computer, phone, e-mail, fax, mobile, or via their By tailoring communications to the role, information is turned into website. knowledge, which enables employees to make informed decisions faster. As a result, businesses become more efficient, responsive and productive.

2 Solution

A Powerful UC Solution for the Enterprise Enhanced User Mobility

NEC’s UC for Enterprise integrated suite of applications enables greater One of UCE’s key elements is its ability to provide the communication efficiencies and higher productivity rates through the convergence of tools for mobile employees to stay connected and productive. communication components and business processes. This significant UCE speeds up communication and reduces the time spent on suite of business applications is a direct result of strategically unproductive tasks by using advanced capabilities such as single combining technologies, devices and services offered exclusively by number reach and mobile presence. NEC.

This powerful solution includes valuable tools such as presence, Increased Efficiency for Higher Productivity and Cost Reduction status, unified messaging, instant messaging, mobility, collaboration and voice/video conferencing into one comprehensive customizable UC for Enterprise helps businesses streamline communications solution for any business. and information delivery. Through its integration of multiple media types and devices, it enables better efficiency, which results in Flexible and Scalable higher productivity. Users need not go from one application to another or from one device to another. They can access easy-to- UCE’s modular design provides flexibility to fit any business’s needs. use communication management tools to get quick access to the UCE applications can function either as a stand-alone or integrated information that they need. solution, allowing organizations to align their UC solution to their specific business environment. They can be assured that as their business grows; UCE provides a scalable, secure approach to communications that is both consistent and manageable.

3 With UCE, employees save time in communicating and it allows them • Address book for contacts to focus on more important business initiatives or customer service. • Presence based enterprise directory, can be populated via LDAP Travel costs can be reduced and information exchanges expedited • Voice conferencing, and optional video and web conferencing through the use of voice/video conferencing. When customers can • Optional whiteboarding, desktop sharing, and screen capture get the information they need – when they need it – their satisfaction levels improve. UCE also delivers business continuity and reduced • Screen pops for incoming calls, instant messages and alerts operational costs through its remote worker tools. • Unified messaging integration

UCE Mobility (UNIVERGE MC550) Open Standards and Customization UCE Mobility enables employees to be reached via a single number NEC’s UC for Enterprise solution supports open APIs and industry- by transparently bridging calls to any internal or external phone. It standard protocols like SIP, SIMPLE and SOAP; which provides routes incoming calls through the server to all user-defined multi-ring businesses the flexibility to easily customize NEC’s UC for Enterprise devices – whether the devices are wired phones, wireless phones to their unique business requirements. or cellular phones - regardless of their phone type, location or service provider. With UCE Mobility, as many defined phones (i.e. UC for Enterprise Empowered User desktop, cellular, home phones) inserted into a user’s profile can

In keeping with NEC’s belief that an employee’s role should define ring simultaneously and immediately deliver the call to the intended the technology used to communicate, NEC offers UCE Empowered employee. This provides the user the flexibility to always be in touch User. This suite of applications enables a business to provide anywhere, anytime. their employees with the communication tools that they need to If that desired employee is not available, the call is directed to his effectively and efficiently do their work. or her business voicemail account. No longer will employees have

UCE Empowered User includes productivity-enhancing applications to miss that important phone call from a customer, play phone that allow employees to easily communicate from their desktop, stay tag or check multiple voice mailboxes, UCE Mobility speeds up connected while out of the office or working remotely and simply connectivity, improves responsiveness and reduces caller wait time. perform administrative tasks through an easy-to-use interface. With UCE Mobility also enables users to determine the real-time status UCE Empowered User, a business’s workforce is truly empowered. and availability of other UCE users instantly via their desktop client UCE Empowered User includes these must-have productivity on their PC or Smartphone. By eliminating phone tag and call- enhancing applications: backs, Presence improves employee collaboration which results in increased productivity and efficiency. UCE Desktop Client (UNIVERGE® UC700) Through the Smartphone’s web-browser interface, UCE Mobility UCE Desktop Client is an innovative desktop productivity users can: application. It combines mobility, rich-presence, communications history, instant messaging, call control, voice conferencing, and • Change their status, search for contacts by name or number and optional video conferencing and collaboration into one powerful, immediately know if they are available, access additional profile easy-to-manage solution. information of contacts, and simply click a contact to place a call.

With UCE Desktop Client, a business’s employees are given the • Do station-to-station and external dialing as well as utilize the tools to collaborate with their colleagues more efficiently, enhance trunking services of the enterprise switch. This allows mobile customer service and increase productivity. It enables them to users to place calls by either entering a 4 or 5 digit extension manage their communications through a consolidated intuitive or a fully-dialed number. By placing the call through the enterprise user interface. It makes changing their presence status, adding a switch, the caller ID that is presented is the user’s enterprise personal contact, initiating a conference, viewing another’s status number instead of the cellular number which reinforces single and calling contacts from the corporate directory quick and easy. number reach. It also provides employees the option of using it as a standalone • Access their communications history log which provides the name application or integrated with their Microsoft® Office Outlook®. of a caller, the status of the caller along with their presence status,

Additionally, UC for Enterprise Desktop Client offers: the date and time of the call/message, call filtering by different call states and the ability to upload the caller information to the • Click-to-Dial and clipboard dialer contact database. • Presence-based routing By using UCE Mobility, businesses can streamline communications • Instant messaging and information delivery by handling calls more promptly from any • Communication history information location without having callers directed to voicemail. Important calls will never be missed again.

4 Optional Productivity-Enhancing Applications to • Intuitive user interface, customizable for frequently used further enable the Empowered User: features – empowers users to set their desktop to maximize productivity UCE Agent (UNIVERGE UC700) UCE Agent (UNIVERGE UC700) is an innovative unified • Shortcuts and specialized keyboard for business – ensures communications desktop application for agents that enhance the quick call processing

® ® capabilities of NEC’s CallCenterWorX , part of the CCDesign • Distributed Park/Page - optimizes performance by allowing product suite. It combines all of the functionality of the UCE Desktop parties to connect without operator intervention and providing Client with the enhanced features designed specifically for agents park recalls to the next available attendant into one easy to use client. • Attendant banners - enables fast distribution of up to the minute, UCE Agent’s intuitive interface brings information, not previously consistent information to all attendants available, directly to the desktop. With a simple glance, agents can view which splits that they are currently working in, the agents • Multiple contact points and click-to-contact buttons – simplifies logged into each split, the amount of calls in queue and the longest call management and eliminates mistyped numbers waiting call duration as well as statistics such as counts for agents • Flexible call routing - routes calls via ACD mode or loop mode in ready, work and break modes. Agents can also view additional • Call and threat recording – offers call recording either information such as the preferred contact methods of all colleagues. automatically or on-demand By providing the Empowered User with ACD specific information through the desktop, a business’s entire contact center can be • Automated attendant greetings – provides greetings to a caller more efficient, responsive, collaborative and productive. It also in attendant’s own voice for a more personalized customer ensures that all callers are handled efficiently and professionally. experience

• Message Center - enables answering service functionality UCE Attendant (UNIVERGE UA5200) First impressions count, so it is crucial that attendants have access • Procedure Manager - guides attendants through steps to follow to the most advanced communications tools. UCE Attendant in case of specific emergencies to enhance safety and security, (UNIVERGE UA5200) can provide organizations with the latest and provides archives for compliancy technology in call-processing capabilities and productivity • Attendant Statistics - provides reports on call wait time, enhancing applications. abandoned calls, and attendant information such as talk time and It promotes optimal call management for businesses of all types calls answered to ensure quality of service by delivering the tools necessary to manage heavy call volume. • UCE Attendant for Healthcare was designed to Repetitive activities such as answering and transferring phone optimize healthcare performance and boost a healthcare calls are instantly streamlined. Additionally, this solution provides facility’s physician satisfaction and standard of patient care. All sophisticated functionality via its advanced solution tabs, and business-level features are included plus specialized features offers improved operator performance utilizing the optional custom for healthcare: keyboard and Dterm® Play/Record module. • Specialized keyboard for healthcare – enhances productivity UCE Attendant ensures that attendants have instant access to vital information. With the addition of specialized, industry-tailored • Patient Link - provides access to patient directory data Attendant features, businesses can be assured their attendants will through HL7 patient record updates have the communication tools that they need. • Room Direct - Direct Inward Dialing (DID) number assigned to patient travels with the patient whenever they move • was designed specifically to UCE Attendant for Business rooms optimize business performance and boost a company’s • Message Center-Physician Answering Service – enables standard of service. A few of the specialized features include: answering service functionality for specific physicians or • Calls in-queue display – enables attendants to be visually groups aware of calls awaiting answer and supervisors to staff • On-Call - displays selected groups and indicates which accordingly nurses, attendants and physicians are either on call or in the • On screen, presence-enabled directory and speed dials – office increases efficiency and customer satisfaction by avoiding transfers to unavailable people

5 • UCE Attendant for Hospitality was designed specifically 911 system that accurately pinpoints the caller’s location and directs to optimize attendant performance and enhance guest appropriate emergency response resources to the scene.

services. Along with all of the business-level features, this With UCE Emergency On-Site Notification (UCE E-OSN) for suite adds additional hospitality-focused productivity- the UNIVERGE SV8300 and SV8500 Communications Servers, enhancing features such as: businesses will have the tools necessary to protect their most • Specialized keyboard for hospitality – enhances productivity valuable asset – their people. UCE E-OSN pinpoints a 911 caller’s

• Optional ACD queuing - allows centralization of tasks such location and passes that information along to the Public Safety as Reservations Answering Point (PSAP).

• On-Call schedules - eliminates the hand written white board This reliable, automatic transfer of information helps businesses schedules and improves organization provide vital, lifesaving information to the 911 public safety network while notifying the appropriate on-site personnel that an emergency • Guest directory data – ensures the guest directory is always call is in progress; resulting in an immediate and accurate response. up-to-date by gathering information from either the PBX or Property Management System UCE E-OSN enables superior management of 911 calls by:

• Wake-up manager (including VIP Wakeup) – provides an • Pinpointing the exact location of 911 callers intuitive interface to easily setup and manage wakeup calls • Notifying on-site staff in real-time

• Guest messaging – allows quick and easy input and retrieval • Speeding on-site response through real-time display of 911 calls

of guests’ messages • Working with UCE Manager to administer the ALI database

Because this solution offers user-configurable displays, it can • Tracking VoIP calls throughout an enterprise network be customized for each user – so when attendants use the UCE • Meeting E911 compliance legislation Attendant, their productivity improves and excellent customer service results. With UCE E-OSN, businesses can be sure that first responders and their on-site personnel are well informed as to the location of UCE Emergency On-Site Notification (UCE E-OSN) the emergency and what type it is so that they can determine the Providing a safe, secure environment is one of a business’s most appropriate actions to take to ensure the safety of everyone. important responsibilities. One of the first steps in the process to keep people safe and secure during an emergency is providing a

6 UCE Contact Center (CCDesign®) UCE Collaboration provides tools that enable businesses to UCE Contact Center is a suite of applications and services that work with partners, suppliers and customers to shorten decision provides quality responsiveness and fulfillment within a contact cycles, improve information sharing and increase the speed of center setting. These solutions were designed to provide contact decision-making. This 100% browser-based solution, with its centers with a framework to help them achieve and exceed their intuitive graphical user interface, is compatible with standard business goals. This is achieved by providing contact centers with video cameras and most platforms. communication technologies that offer broader functionality and a UCE Collaboration can also be integrated with the UCE Desktop wider range of flexible choices. Client to form a complete, customized unified communications

Contact centers utilizing these applications and services can solution. Seamless integration with the UCE Desktop Client realize: enables users to take advantage of presence information to instantly determine if and when others are available to • Improved response time meet. Users can then quickly and easily launch multimedia • Reduced abandon rates presentations or video conferences from the UCE Desktop • Improved productivity and efficiency Client. UCE Collaboration can be purchased as a standalone • Lower operating costs audio/video conferencing solution.

• Increased revenue Every business is faced with the challenge of improving

• Increased customer satisfaction productivity while reducing costs. UCE Collaboration is an ideal way to empower employees and contribute to the bottom line. With UCE Contact Center’s modular functionality and scalability, it allows businesses to add capacity and/or functionality to meet UCE Empowered Platform their specific needs. The suite includes: UCE Empowered Platform combines the core UCE Application ® • Contact routing solutions - CallCenterWorX and Platform (UNIVERGE OW5000) with the centralized administration ® ContactWorX are geared toward establishing flexible, of UCE Manager (UNIVERGE MA4000) for a world-class unified accurate contact direction based on a business’s rules and communications (UC) foundation. It enables and supports all of the other input. advanced UC productivity-enhancing applications that businesses • Management information system solutions - CallCenterWorX need to stay competitive in today’s marketplace plus the tools that are MIS and Global Navigator gather and analyze real-time and needed to empower IT administrators to easily manage a business’s historical statistical data. communications system.

• Geographic distribution and networking solutions - Network UCE Manager (UNIVERGE MA4000) ACD and Agent Anywhere are designed to create a network UCE Manager offers secure, centralized administration for reliable of contact center systems or to define a single contact management of a business’s converged enterprise environment center system across a network of communications servers. and empowers businesses by making their communications system It also includes products that enable single agents and small a more productive asset. It integrates seamlessly with existing groups of agents to work remotely from the contact center. management infrastructure such as voice platforms, unified messaging • Ancillary applications under the heading of QueWorX® - mailboxes, and optional LDAP directories, and accomplishes this by enhance contact center productivity and customer service. providing a single point of administration for a business’s entire NEC Computer Telephony Integration adds third-party call control communications solution. that enables advanced contact center applications such as Every element of UCE Manager’s web-based interface is designed to screen pops, advanced routing and customer callback. empower IT technicians and managers. Its easy-to-use graphical user UCE Collaboration interface (GUI) eliminates the need for weeks of expensive training and UCE Collaboration is a secure, premise-based solution for costly certification for administrators. Drop-down lists simplify terminal medium- to enterprise-sized networks that encourages provisioning and management, and basic moves, adds and changes collaboration and lowers travel expenses by providing employees are handled with an intuitive wizard-like interface. the means to work together securely via conference. This server- based solution offers improved security and allows businesses to retain full control of all security measures to ensure that no confidential information is transmitted across third-party hosting networks.

7 UCE Manager also provides powerful, intuitive tools for simplified UCE Application Platform (UNIVERGE OW5000) management such as the: UCE Application Platform is the foundation for NEC’s robust set of • Range Programming tool that makes it easy to edit large groups of UC for Enterprise applications. It also provides tools that can be devices and handle moves, adds and changes and renumbering leveraged for the customization and integration of applications as across multiple communications server within a network. With this well as the development of computer-enabled business processes.

tool, Direct Inward Dialing (DID) numbers can be easily moved as This powerful platform fuses communications tools like presence, well. status, unified messaging, instant messaging, mobility, collaboration • Real-Time Monitoring tool that provides users real-time status for and voice/video conferencing into one comprehensive customizable any station. unified communications (UC) solution for any business.

• Optional Traffic Manager tool that collects real-time VoIP and traffic The UCE Application Platform provides:

statistics from UNIVERGE SV8300 and SV8500 Communications • Productivity enhancing Presence - See coworkers’ availability, Servers as well as other NEC voice systems. status and preferred contact device. Knowing which users

These tools also automatically provide capacity planning and are available and having instant access to them can improve an immediate, threshold-based alerts when problems occur. organization’s productivity.

UCE Manager’s proactive fault management stops network problems • A corporate directory for quick, easy access to colleagues - before they start. Faults are collected from all IP-communications users can access a corporate-wide directory on their telephone servers and network applications in real time. Organizations can displays. The directory is easily searchable, and changes to its categorize these faults by type, severity, source or description and database are immediately available to users. generate notices for each kind of fault. • Communication logs to ensure call information availability - all

Additionally, UCE Manager provides businesses with the most secure incoming and outgoing calls, and instant messages are tracked voice network communications available through its extensive controls, using communication logs – whether those calls are answered including: or missed. Users will always know who tried to communicate with them and when. • Proactive fault management • An industry-standard platform simplifies development and • Powerful end-to-end encryption interoperability - NEC’s commitment to industry standards is a • Rapid disaster recovery key component of our focus on developing long-term customer • Intrusion detection and toll-fraud prevention relationships. We strongly believe in protecting a business’s • A single point of authentication into the NEC management investment by actively promoting application interoperability. interface (optional) With NEC’s UCE Application Platform, those who use NEC’s IP • An extensive audit history communications solutions have access to more interoperability choices than ever before. Because this Application Platform includes an open application programming interface (API), integration with third party products, is easier than ever.

NEC’s UC for Enterprise enables businesses to achieve greater efficiencies and higher productivity which results in increased return on investment.

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About NEC Corporation of America Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly- owned subsidiary of NEC Corporation, a global technology leader with operations in 30 countries and more than $42 billion in revenues. For more information, please visit www.necam.com. SW10020 | v.05.25.10

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