NEC launches InfinityBoard collaboration hardware for meeting rooms
In UC news, NEC Display introduces new meeting room hardware, MTD uses NewVoiceMedia to improve its contact center, and Fuze announces new mobile upgrades and analytics tools.
NEC Display Solutions of America launched the InfinityBoard, a collaboration hardware product for meetings.
The InfinityBoard comes pre-installed with Mosaic Hub collaboration software, which includes video conferencing, messaging, whiteboarding and wireless sharing capabilities. Illinois-based NEC Display plans to offer integrated native support for popular business tools with later software updates.
The InfinityBoard includes an integrated in-glass ultra HD touch display, a Huddly video conferencing camera, conference speakers and a stylus for writing. With the InfinityBoard, NEC Display is looking to eliminate the need for customized products for individual meeting rooms by providing uniform collaboration hardware that works in any space.
The collaboration hardware comes pre-installed with Windows 10 and allows organizations to install their preferred applications based on their communications needs without needing additional hardware. The InfinityBoard also includes a one-year subscription to Mosaic Hub, and offers additional equipment such as height-adjustable wall mounts and mobile carts.
NewVoiceMedia platform helps MTD's net promoter score
MTD, an outdoor power equipment manufacturer based in Valley City, Ohio, saw its net promoter score (NPS) increase by 20 points after moving its contact center to the cloud. The migration was part of MTD's digital transformation effort to improve performance and gain better understanding of contact center communication with customers and partners in the business.
MTD wanted to move away from its on-premises Avaya contact center and implemented NewVoiceMedia's platform in 2017. MTD selected NewVoiceMedia for its strong integration with customer relationship management systems.
The 20-point NPS increase reflects the efficiency improvements of MTD's contact center transformation. The call abandonment rate on MTD's dealer line decreased by 65%. The average handle time for service calls decreased by 40%, allowing agents to answer higher volumes of calls and engage in omnichannel conversations.
MTD also integrated Monet Software's workforce management (WFM) service into the cloud-based contact center to reduce staffing costs by using predictive analytics. The WFM service integration also optimizes workforce schedules and provides real-time information for managers. MTD improved schedule adherence by more than 7%.
MTD plans to roll out the digital transformation project across its locations in Australia, Canada and Europe. The company also plans to roll out additional NewVoiceMedia services for IoT, speech analytics and PCI compliance.
Fuze announces updates and new analytics tool
Boston-based Fuze introduced updates to its collaboration offerings, including new mobile work enhancements communications analytics.
The new mobile enhancements make it easier for team members in different locations to complete projects without pausing collaboration workflow. Fuze uses network prioritization to alert users to switch between Wi-Fi and cell networks to avoid connectivity and quality issues.
The mobile experience is customizable with personalized shortcuts, widgets and programmable muting and snoozing cycles. Other mobile app enhancements include a car mode that allows for hands-free voice commands and HD video and audio calling with data prioritization for uninterrupted transitioning during audio and video calls.
Fuze also introduced the Fuze Discover tool to building on the analytics capabilities of the Fuze View tool. The tool analyzes data including:
- Return on investment. Uses baseline operations set during the deployment of a Fuze platform to provide real-time visibility of actual use.
- Adoption. Measures product adoption by department and global regions to identify gaps in deployment and where to prioritize training.
- Usage Patterns. Measures usage patterns across departments and global regions to identify trends, such as device preferences, and address usage issues.
- Performance Metrics. Benchmarks workforce effectiveness against communications patterns to see when and where teams work best.
The Fuze Discover tool includes additional capabilities such as packaged trend visuals, customized visuals and a customized report builder. The analysis tool will be available in the first quarter of 2019.