Call centers are traditionally located in specific physical spaces that house the agents, hardware, software and infrastructure needed to make it functional. However, as with most things moving to the cloud, businesses rely on the cloud to host their call center infrastructure because it's more cost-effective, easier to maintain, more reliable and more secure.
There are businesses out there that are not quite ready to host their call center infrastructure on the cloud (or just simply prefer the traditional on-premises method), but there’s a worry that those businesses are being left behind.
NEC and T-Metrics have a solution for that, as the two have entered into a strategic go-to-market alliance that provides organizations maximum control over their ability to deliver seamless contact center experiences across multiple touchpoints within an on-premises business model.
“There are many reasons for customers to continue to operate their contact center in a premises-based model,” said T-Metrics CEO Arthur Pravato. “NEC and T-Metrics see this as an underserved market, which our joint solution will fill for customers who want to keep their contact center on their premises.”
NEC delivers integrated solutions that are aligned with its customers' priorities to create new value for people and businesses, with a special focus on safety, security and efficiency. T-Metrics is a provider of next-generation omnichannel contact centers and operator systems. Its contact center solution, CX-2025, provides cloud flexibility, investment protection and an enhanced customer experience.
By integrating T-Metrics' contact center solution with NEC's UNIVERGE SV9500 communications platform, organizations take control of their contact centers with a broad set of advanced communications tools and capabilities.
Access to NEC's UNIVERGE Integration Platform solution allows related workflows to be dynamically designed and implemented for highly adaptive and responsive call center development and management.
“T-Metrics CX-2025, with its ability to integrate with our UNIVERGE SV9500 and UNIVERGE UIP, was the perfect solution for our customers who aren't ready for our cloud offering but still looking to elevate their customer services within an omnichannel on-premises environment," said Ram Menghani, President, NEC.
Echoing what Menghani said, the integration of T-Metrics contact center with NEC's UNIVERGE UC suite of solutions and UIP delivers feature-rich omnichannel exemplary customer experiences for those businesses not quite ready to move their call center infrastructure to the cloud.
Edited by Alex Passett