Panasonic Professional Call Centre Solution- Poltys CC Series -

Rev1.0 24 Sep., 2013

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For customers who need more functionality than built-in ACD functionSolution

Simple Solution (Built-in server-less solution)

- Voice recording to NS1000 -> Recording time : Max. 1000 hours (Backup to NAS available)

Professional Solution (Poltys CC series. External server required)

Poltys CC Series is suitable for customers who need more functionality than built-in ACD function.

Capacity (Number of Agents, Voice recording time, Reporting period)

- Simplified monitoring & Reporting

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- Number of Supervisor : 16

- Number of Supervisor : No Limitation

- 3 types of Monitoring, 3 types of reporting

Voice Recording

- Various monitoring & Reporting- 20 or more types of Monitoring, 40 or more types of reporting

- Agent tool integrated with customer database

- Voice recording to External Server -> Recording time : No Limitation (depends on server capacity)

Supervisor tool

Monitoring

Agent tool Customer DB

Agents

Supervisors

Reporting

Monitoring

Reporting

Supervisor toolSupervisors

Agents

1. 1 Position in Call centre lineup

- Reporting for analyzing call center performance from various point of view

- Monitoring for solving problems of call center in real-time

- Agent tool for increasing agent productivity

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Flexible Reporting Use Case - 1Solution

1.2 Reporting Function

Supervisor could manage most effective Agent shift.

Tuesday is the most Busy day of the week.Weekday Call Activity Report sample

By using this report, Supervisor could manage the shift schedule of Agents.

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Solution

1.2 Reporting Function

Flexible Reporting Use Case - 2

Supervisor could evaluate Agent performance and improve activity.

Lost call Report sample

Analyze Lost call by each Agent

By using this report, Supervisor could improve evaluating Agent performance.

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Various Reporting Solution

1.2 Reporting Function

Supervisor could analyze Total Call Center Performance by variety of reports.

Various Report over 20

Analyze Total Call Center performance by many type of report

CC Series provides various type of report for allaying Total Call Center operation, and give hint to minimize Call Center operation cost.

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Reporting scheduler / Reporting formatSolution

1.2 Reporting Function

- Scheduler : Hourly / Daily / Weekly / Monthly /Custom Interval- Destination : Printer / Data folder (File export ) / E-mail (as file attached)- Output data (file) format : PDF, XLS, RTF, CSV, etc.

Supervisor could efficiently manage multiple-call center

Supervisor

Usage example

Branch A

Branch B

Head OfficeDaily Report(PDF) by e-mail

@

Daily Report(PDF) by e-mail

CC Series saves time to output report manually and analyze call center performance.

Effective reporting option

@

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Solution

1.3 Monitoring Function

Flexible Monitoring Use Case

Supervisor could find current call center problem and make the countermeasure by “ Sum Counter (Today’s total counter) “ monitor.

Today, there are many Lost calls rather than usual.

Supervisor could allocate agents dynamically.

Incoming ACD Calls and Lost Calls “Sum” Monitoring sample *Sum = Today’s total

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Monitoring Screen – Screen CustomizeSolution

1.3 Monitoring Function

Supervisors could monitor only their desired items so that it is easy to see.

- Total Incoming Calls- Incoming ACD Calls- Incoming Non ACD Calls- Total Answered Calls- Answered ACD Calls- Answered Non ACD Calls- Lost ACD Calls- Abnormal Calls- Outgoing Calls- etc.

Available monitoring items Select and create monitoring screen

Supervisor could efficiently monitor the call center situation.

Screen Customize sample

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Customer database integration Use CaseSolution

1.4 Agent Tool : CC Agent

Customerdatabase

Customer

1. Call for the first time.

Agent A 2. Agent A registers customer data and attendant history.

Agent B 3. Call for the second time.

4. Agent B could respond to the customer based on the information that Agent A registered.

- Personal information- Buying history- Inquiry history- Etc.

By using common customer database, any agent could attend smoothly to the customer.

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Main WindowsSolution

1.4 Agent Tool : CC Agent

The CC Agent is the tool for handling a call and processing the information.

Status Control : - Login / Logout / Break / etc.

Customer Data field

Call Handling : - Answer call / Make call / Hold call / Transfer call / etc.

Customer information: - Name / Company / Address / e-mail / Phone number / etc. - Free User Field (Buying history, Inquiry history, etc.)

Call History : - Attendant result (OK, Not Good, Pending, Closed) - Attendant memo (free area)

Call handling & Call History field

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CRM integrationSolution

1.4 Agent Tool : CC Agent

CCAgent works standalone using the internal customer database or can integrate with Poltys CRM Integration add-on that supports the following external CRMs:• Microsoft Outlook• Microsoft Dynamics• Act! • Goldmine • Maximizer • Tigerpaw • Salesforce • Any Microsoft TAPI compliant CRM system

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ENDAppendix

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Appendix – Reporting templatesSolution

Reporting Function

CC series provides 22 types of templates. For most of case, these templates are enough to analyze call center activity.

Trunk Based ReportCO Call Log Report / Lost Calls ReportAgent Based CO Call ReportCall Trunk Report / Analysis Report

Agent Activity ReportAgent System Report / Agent ReportPresence Report

Resource Utilization ReportOutgoing Dialed No Report/Account code reportDepartment Report/Call Ext ReportCall DID Report/Intercom ReportResources by time/Charge Report/Ext.charge report

Group Based ReportAgent Group ReportIncoming Call Group ReportWeekday ActivityWeek Call Activity

Customer Based ReportIncoming Caller ID Report

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Appendix – Group/System Active(real-time) CounterSolution

1.2 Monitoring Function

CC series provides following real-time monitoring (current situation) items.Supervisors could confirm more detailed current situation of the call centre.

- Total Incoming Calls- Incoming ACD Calls- Incoming Normal ACD Calls- Incoming Overflowed ACD calls from Other- Incoming No Answered ACD calls from Other- Incoming Non ACD calls- Total Waiting Calls- Waiting ACD Calls- Waiting ACD Calls in Queue- Waiting ACD Calls in Agent- Waiting Non ACD Calls in Agent- Longest waiting time

- Total Answered Calls- Answered ACD Calls- Answered Non ACD Calls- Outgoing Calls- Log In Agents(Idle, Busy, Wrap-up,

Break)- Call monitor (current situation for each

call)- etc.

Supervisor could select desired items to be monitored and customise screen layout.

* Red text : almost same as NS1000 built-in

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Appendix Agent counterSolution

1.2 Monitoring Function

Agent Counter : Call related

- Total Incoming Calls- Incoming ACD Calls- Incoming Normal ACD Calls- Incoming Overflowed ACD calls from Other- Incoming No Answered ACD calls from Other- Incoming Non ACD calls- Total Answered Calls- Answered ACD Calls- Answered Non ACD Calls- Outgoing Calls- etc.

- Idle Time- Break Time- Wrap-up Time- Busy Time- Talk Time +Hold Time- Average Waiting Time- Average Talk Time- Average Hold Time- Longest Waiting Time- Longest Talk Time- Longest Hold Time- etc.

Agent Counter : Time related

Supervisor could select desired items to be monitored and customise screen layout.

Each agent’s activity could be monitored.

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ENDEND

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Modification

20130924-01 　 1 NS1000 V3.0 Professional Call Centre solution_Rev1.0_24Sept2013.pptx - 1st release