College of the Canyons

College of the Canyons Selects NEC’s UCB Contact Center Solution to Improve Overall Customer Service

May 25, 2010

	College of the Canyons (COC) uses NEC’s UC to improve contact center service and increase staffing efficiency.
	The NEC solution allows COC to view agent activity levels and monitor delivery of customer service through all media types.
	NEC’s UC for Business (UCB) offers rich presence for COC agents to see information regarding call recipients’ locations and availability to increase optimization during peak call times.
	The UCB IVR feature provides callers with the status and progression of their call and brief information about other resources available on the COC website while in queue.

NEC Corporation of America, a leading provider and integrator of advanced communications solutions, today announced that College of the Canyons in California’s Santa Clarita Valley, recently named the fastest-growing community college in the nation, will use NEC’s UCB to improve contact center operations through increased staffing accuracy and productivity.

For its UCB installation, COC relied on Digital Telecommunications Corporation (DTC), an authorized NEC dealer and trusted partner for nearly 30 years. After discussing COC’s concerns about their customer service experience, DTC recommended they address their needs with NEC’s UCB.

“Our contact center is one of the first impressions experienced by students and prospects of our campus, and we need to ensure it is a positive and efficient operation,” said Jim Schrage, vice president of Facilities Planning, Operations & Construction for College of the Canyons. “COC has experienced a record number of enrollments by individuals seeking additional education and training to re-enter the job market during the recession, which has in turn caused an increase in call volume. Without the budget to hire additional staff to support the increased call volume, we needed a solution that could help us staff appropriately while also increasing our service level. NECs UCB will enable us to track the peaks and valleys of our daily and seasonal call volume and provide the highest level of support.”

“COC is committed to providing a top notch customer service experience and we wanted to provide an easy solution that would help them achieve their service goals,” said Robert S. Bliss, president of Digital Telecommunications Corporation. “Our longstanding relationship with NEC allows us to provide our customers with cutting edge technology, such as UCB, along with the expertise and experience that customers like COC expect from a valued partner.”

NEC Contact Center Solution Benefitting College of the Canyons:

UC for Business (UCB)

“College of the Canyons needed a comprehensive unified communications solution that would allow them to maintain a high level of customer service without having to hire additional staff,” said Larry Levenberg, vice president and general manager, National Channel sales for NEC. “NEC’s UCB, deployed by DTC, creates an effective contact center environment and allows COC to focus on addressing the education needs of their students.”

About NEC Corporation of America
Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with operations in 30 countries and more than $42 billion in revenues. For more information, please visit www.necam.com.

About DTC
DTC is a privately held systems integrator and exclusive NEC Associate headquartered in Los Angeles, California, with office in San Diego, Portland and Seattle Washington. DTC specializes in voice and data applications including Unified Communications, Wi-Fi and VoIP. Founded in 1982 in Santa Barbara, CA, DTC is celebrating its 28th year in business. For more information please visit www.digitaltel.com or call (800) DTC-4YOU.

About College of the Canyons
College of the Canyons has been a story of success since its beginnings more than 39 years ago. The community at that time recognized the need for a quality community college that would provide education and training in the arts, technology and academic areas. With that in mind and with a very focused “consistency of purpose,” faculty was hired, facilities were built, programs were developed, students achieved their goals and the College’s legacy of outstanding performance was formed. For more information, visit www.canyons.edu.

DTC Corporate Office

7733 Lemona Ave
Van Nuys, CA 91405

P: (818) 951 5300

F: (818) 951 5302