Dedicated Consumer Technical Support Provides Trust & Flexibility for NEC Display Solutions
How Aureon Contact Center became a seamless extension of NEC's business, delivering expert consumer support across three service levels for monitors and projectors worldwide.
Partnership Overview
One Contact Center Partner for Every Customer, Across Every Product
NEC Display Solutions manufactures a broad portfolio, from desktop monitors and large-screen displays to multimedia and digital cinema projectors, serving industries as diverse as healthcare, education, retail, transportation, and digital signage. When NEC consolidated its monitor and projector divisions into a single consumer support unit, the complexity of that task came into sharp focus.
A traditional call center couldn't meet the need. NEC required a partner with genuine technical acumen, the ability to manage multiple service levels simultaneously, and the flexibility to grow alongside the business, all while maintaining the NEC brand experience in every customer interaction.
Multi-Division Consolidation
NEC merged its monitor and projector support divisions into one unit, requiring a single partner capable of covering an unusually wide range of products and use cases.
Three-Tier Service Complexity
Support needed to span three distinct service levels, general inquiries, advanced technical troubleshooting, and escalated resolution, each with different skill requirements.
Technical Depth Required
Customers reaching NEC support often have complex, industry-specific problems, requiring agents with real product knowledge, not scripted responses or basic triage.
Brand Consistency at Stake
Every customer interaction had to feel like NEC, not a third-party vendor. The partner needed to become indistinguishable from NEC's own support team.
A True Extension of the NEC Business
Aureon Contact Center quickly assimilated into NEC's operations, not as a vendor, but as a genuine extension of the brand. Agents received the same training as NEC's own technicians and were given hands-on access to the full NEC product line: monitors, large-screen displays, multimedia projectors, and digital cinema projectors. This meant every agent could answer questions in real time, with the same authority as an NEC employee.
Aureon built out and owns all three customer service tiers on NEC's behalf, and agents are cross-trained to move fluidly across each level. Support is delivered via phone, live chat, and email, giving NEC customers a consistent experience regardless of how they choose to reach out.
NEC-Level Agent Training
Aureon agents receive the same training as NEC's own technicians, ensuring expert-level support at every tier, for every product, in every interaction.
Full Product Line Access
Agents have hands-on access to NEC's entire product catalog, enabling real-time, informed troubleshooting without needing to escalate for product knowledge.
Three-Tier Service Ownership
Aureon owns all three customer service levels, general support, technical support, and escalated resolution, with agents cross-trained to move across tiers as needed.
Multi-Channel Support
Phone, live chat, and email support, all staffed by the same trained Aureon team, give NEC customers a seamless experience across every channel they prefer.
Expert Support, Consistent People, Rare Escalations
The partnership has delivered exactly what NEC needed: a contact center that feels like part of the company. The multi-tier escalation model means the vast majority of issues are resolved within Aureon's team, NEC's internal staff almost never needs to get involved. And the consistency of Aureon's long-tenured team means product knowledge compounds over time, not resets. As Craig Rothenberger of NEC put it, Aureon has "knowledgeable people that genuinely care", and their staff "consistently goes above and beyond the call of duty."
Rare Escalations to NEC
The multi-tier model means the overwhelming majority of cases are resolved entirely within Aureon, NEC's internal team is almost never needed, freeing them for higher-level work.
Long-Tenured Dedicated Team
Aureon's stable, consistent team builds genuine product expertise over time, reducing ramp-up costs and delivering the depth of knowledge NEC customers expect.
Consistent Brand Experience
From the first interaction to the most complex escalation, customers experience NEC, not a third-party vendor. Aureon is indistinguishable from NEC's own support team.
NEC's Peace of Mind
NEC can stay focused on its business, confident that customer support is in expert hands, a partner that genuinely cares and delivers, every time.
Key Results
Aureon owns all three tiers of NEC's customer support program, from general inquiries through complex escalated resolution.
Phone, live chat, and email, all staffed by the same dedicated Aureon team, delivering a seamless brand experience on every channel.
The multi-tier model resolves the vast majority of cases within Aureon's team. NEC's internal staff is almost never called in.
Aureon's consistent team builds deep NEC product knowledge over time, reducing ramp-up and improving the quality of every interaction.
Agents have hands-on access to NEC's entire catalog, from desktop monitors to digital cinema projectors, enabling real-time expert troubleshooting.
Customers experience NEC, not a third party. Aureon is indistinguishable from NEC's own support team in every interaction across every channel.
As an extension of our business, Aureon Contact Center has knowledgeable people that genuinely care about our customers and that is reflected in every interaction they have.
Knowledgeable People Who Genuinely Care
NEC Display Solutions, a wholly-owned subsidiary of NEC Corporation, brings world-class display technology to industries as diverse as healthcare, education, retail, transportation, and digital signage. Their product lineup spans desktop monitors, large-screen displays, multimedia projectors, and digital cinema projectors, each serving unique use cases and customer expectations.
When NEC consolidated its monitor and projector divisions into a unified consumer support unit, they faced a challenge no ordinary contact center could meet: manage three distinct customer service levels, across every product, with the technical depth of an NEC technician. The partner would need to learn the business from the inside out, and become indistinguishable from NEC in every customer interaction.
Aureon Contact Center quickly assimilated and took full ownership of all three service levels. Agents were cross-trained to work proficiently across each one, armed with access to the full NEC product line and the same training NEC provides its own technicians. The result: a multi-tier escalation model that resolves the vast majority of issues without ever involving NEC directly.
The partnership has provided NEC with something equally valuable: peace of mind. As Craig Rothenberger of NEC stated, Aureon's long-tenured team delivers "a heightened level of dedication" that shows in every interaction. NEC can stay focused on the big picture, confident that their customers are always in expert hands.
Frequently Asked Questions
When NEC consolidated its monitor and projector divisions into a single consumer support unit, they needed a partner capable of handling multiple service levels across a technically complex, diverse product portfolio. Because NEC's products serve industries ranging from airports to healthcare to digital signage, customers bring a wide range of issues, and NEC needed agents with genuine technical acumen, not scripted responses.
Aureon Contact Center agents receive the same training as NEC's own technicians and have access to the full NEC product line. This means that from a customer's perspective, there is no visible seam between NEC and Aureon, every interaction reflects NEC's standards of knowledge and care. Craig Rothenberger described it directly: Aureon's people "genuinely care about our customers and that is reflected in every interaction they have."
Aureon manages NEC's full tier structure: front-line general support for standard inquiries and basic troubleshooting, a mid-tier for advanced technical issues and billing resolution, and a senior escalation tier for the most complex cases. Agents are cross-trained to work proficiently across all three levels, meaning coverage is flexible, consistent, and rarely requires the customer to restart their experience with a new representative.
The vast majority of issues, from technical troubleshooting to billing, are resolved within Aureon's contact center without ever requiring NEC's direct involvement. Because agents have deep product knowledge and access to the full NEC product line, they can walk customers through solutions in real time. Escalation to NEC's internal team is a rare exception, not the norm, giving NEC's own staff the bandwidth to focus on higher-level priorities.
Consistency matters enormously in technical support, and Aureon delivers it. The long-tenured staff assigned to NEC builds genuine product expertise over time, reducing ramp time, increasing resolution quality, and providing NEC with a stable, reliable team they can count on. Rothenberger noted that this dedicated team brings "a heightened level of dedication" and consistently goes "above and beyond the call of duty", giving NEC both peace of mind and a partner they can grow with.
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