NEC America Expands the Capabilities of Its Abacus and Global Navigator Call Center Applications - Product Announcement

Cambridge Telcom Report, Sept 6, 1999

NEC America, Inc., (NEC) Corporate Networks Group (CNG), Tuesday announced that its popular Abacus and Global Navigator applications will offer expanded capabilities; enabling customers to better manage their call centers. Abacus II and Global Navigator-Client will be available in September.

Abacus II, NEC America's entry-level call center MIS system, provides real-time and historical data via a new GUI interface for CallCenterWorX Enterprise systems. With Abacus II, call center managers will be better equipped to monitor the performance of agents via real time screens and systems reports, and will be better able to identify and manage individual agent's strengths and weaknesses.

In addition, information provided by Abacus II MIS helps identify areas for improvement in call routing schemes. By allowing customers to analyze call event activity on an hourly, daily, weekly, or monthly basis, call traffic can be routed more effectively; translating into a cost-effective means of improving productivity. Abacus II is Windows-based and was designed for use with the NEAX2400 IMX system. It is available in 25, 50, and 100 agent capacities so customers can tailor the system to meet their individual call center needs.

NEC America has also expanded the capabilities of its Global Navigator MIS (Management Information System) and is introducing the new Global Navigator- Client. This application has a new GUI interface and real-time viewing that is ideal for today's call center managers. It is Java based and was designed for Intranet capability; and can be programmed to display several languages including Spanish, French, Japanese, and Portuguese. Global Navigator-Client can be accessed from any workstation within the LAN allowing each group supervisor the freedom to monitor real-time activity, and print reports right from their desktop.

Global Navigator enables call center supervisors to track activity and agent performance across either single or multiple call center operations. With Global Navigator, call center managers can gain access to vital statistics necessary to effectively manage their call center resources. FMI: http://www.cng.nec.com or (800) TEAM-NEC.

NEC America, Inc., an affiliate of NEC Corporation, develops, manufactures, and markets a complete line of advanced communications products and software for public and private networks, including digital key telephone and PBX systems; ATM switching systems; cellular telephones; pagers; facsimile equipment; video conferencing equipment; fiber optic transmission systems; data communications products; digital microwave radio, satellite communications and network management systems. NEC Corporation and its affiliates worldwide are a 40 billion global leader whose 157,000 employees are dedicated to providing leading-edge computer, communications, and semiconductor products and services.