NEC’s UNIVERGE® Sphericall® Contact Center Helps Aero Energy Orchestrate Customer Service in the Contact Center

• Aero Energy leveraged UNIVERGE Sphericall Contact Center to enhance customer service #cctr #ucoms
• NEC’s integrated solution efficiently queues 1,400 calls per day in peak season, allowing agents to quickly access information for customers #cctr #ucoms
• Incoming callers are promptly greeted, and have automatic callback feature during long wait periods, reducing abandoned calls
• Sphericall Contact Center’s reporting functionality gives supervisors visibility they didn’t have before; they can now staff appropriately and receive alerts when more agents are needed across eight locations to handle high call volumes
• A case study detailing the Aero Energy implementation is available online.

IRVING, Texas--(BUSINESS WIRE)--NEC Corporation of America (NEC), a leading provider and integrator of advanced communication and IT solutions, today announced that Aero Energy, among the top distributors of American-produced commercial and residential fuel supplies, is using NEC’s UNIVERGE^® Sphericall Contact Center. Implemented by authorized NEC dealer Atris Inc., the solution orchestrates Aero Energy’s contact center operations and allows it to improve customer service throughout its nine locations in Pennsylvania, Maryland, Virginia and Delaware.

“By implementing NEC’s Sphericall Contact Center solution, communication channels are integrated with business processes, allowing managers to run a more efficient call center using UC-enabled agent and reporting tools and ultimately provide customer service in a timely manner.”

“The NEC solution assists our agents by queuing and reporting call volume in order to increase our call center’s efficiency,” said Brian Salsgiver, IT Director for Aero Energy. “During peak calling season, we receive approximately 1,400 calls a day. With NEC’s Sphericall Contact Center solution, supervisors receive real-time data, including the number of calls in queue, so they can staff properly and provide the best customer service possible.”

NEC Products and Solutions Benefitting Aero Energy:

• UNIVERGE Sphericall Contact Center

“Aero Energy required a communications solution that would assist with managing its call volume and reduce the customer’s wait time without overhauling its current infrastructure,” said Larry Levenberg, vice president and general manager, national channel sales for NEC. “By implementing NEC’s Sphericall Contact Center solution, communication channels are integrated with business processes, allowing managers to run a more efficient call center using UC-enabled agent and reporting tools and ultimately provide customer service in a timely manner.”

More information on NEC can be found here:

www.necam.com/entcomm

www.NECToday.com

Twitter at www.twitter.com/NEC and @NEC

Facebook fan page: www.necam.com/facebook

For more information about Atris, Inc., please visit www. atris.biz.

For more information about Aero Energy, please visit www.aeroenergy.com.