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NEC Announces Availability Of Global Navigator 5.0 Monitoring Solution For Call Centers

[October 29, 2003]

NEC Announces Availability Of Global Navigator 5.0 Monitoring Solution For Call Centers

NEC America, Inc. (NEC), a provider of innovative communications products, solutions and services, announced the availability of Global Navigator 5.0, a complete monitoring solution for tracking call activity and agent performance across single or multiple contact center operations. This application delivers enterprise-wide call center management, added control on a single or multi-site network level and helps customers to leverage existing investments as they migrate to newer solutions.

NEC's Global Navigator 5.0 features Infocast, a real-time information delivery solution that sends critical contact center statistics to a small window at the agent's workstation. Architectural improvements such as the transition to the Linux operating system and the introduction of MySQL® as the database management system, can greatly enhance flexibility and help deliver value to customers.

With the addition of Infocast, agents will be able to receive critical real-time customer information and statistics at their workstation. Agents gain the ability to customize, organize and monitor contact center information, thereby enabling better response time to changes in call volume and agent availability, more personalized customer service and an overall enhanced contact center performance.

"The NEC Global Navigator solution has made a significant impact on the management of our contact center," said Anne Russ, customer service supervisor, Massachusetts Medical Society. "We can now get real-time analysis and reports that help us plan staffing requirements, measure resource utilization and monitor individual representative performance. We expect the ease of obtaining and interpreting the information from Global Navigator to positively influence our performance, particularly during peak calling periods."

The new solution has been ported from SCO UNIX to the Linux operating system, offering more flexibility, lower-cost and a simpler installation. Similarly, Global Navigator replaced all proprietary databases with MySQL. MySQL will serve as the central data management hub, storing and managing all call data and other vital statistics for Global Navigator. Known for its high performance and reliability, MySQL is a cost-effective data management solution that provides a streamlined architecture to make handling large amounts of data from multiple contact centers simpler and more time-efficient.

"We believe Global Navigator 5.0 will set the stage for many new features in our contact center applications," said Mike Rosen, general manager of NEC's Marketing Sales and Support Division. "By adding a flexible, high performing management delivery system, and leveraging existing customer investments, we are meeting our customer demands and making NEC the contact center solution of choice."

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