Transcript brochure - Telemaxx Ltd

Call Center
Professional
(CCPro)
www.poltys.com
CCPro: Overview
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Powerful call management tool
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Agent call control, instant messaging
and customer information repository
Agent screen popup for quick customer
identification
Comprehensive real-time and historical
tools for Agent tracking and Queue
statistics
Provide distributed connectivity to
multiple remote PBXs via intranet
CCRecord Pro and CCIVR ready
Target Customers
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Small/Medium Call/Contact Centers
Any SMB which do care about the
customer relationship quality
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CCPro: Key Features
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Integrates with Panasonic KX-TDA/ TDE/ NCP IP-PBXs
Connect to up to 8 remote IP-PBX simultaneously via intranet
Wallboard-like flexible monitoring
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Full ACD statistics, reports and call billing
Comprehensive Call Log information
Call handling
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System, Queues, Groups, Agents and Calls
Transfer
Consultation
Conference
2-Way Recording
Dial from any Windows application or by phone book
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CCPro: Key Features (cont’d)
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CRM Integration Support
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Agents Management
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Built-in for Goldmine, ACT! and
Outlook
Custom via Microsoft ActiveX
technology
1st-party TSP for integration with
TAPI compliant CRMs (e.g.
Maximizer)
Start/ Stop Voice Recording
Enable/ Disable Chat
Log-in/ Log-out
Handle Agents information
Call Monitor
Call Park
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Enhanced Supervisor productivity
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Save, load, export, import user
profiles
Security passwords
Auto login
Access Code window
Threshold
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Alarms
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Lost calls
Calls in Queue, etc.
Actions
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Play a wave
Flash main window
Send an email to supervisor if
threshold value is exceeded
Global filtering at ACD Group level
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CCPro: Add-ons
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DISA/ OGM Estimated hold time in Queue
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Tell the caller the estimated hold time they can expect in the
Queue using IVR interactions provided by OGM/ DISA IP-PBX
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Estimation based on current statistics and past performance
Compatible with Panasonic VPS devices only
CRM Integration - 1st-Party TSP
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Enable integration with any Microsoft TAPI compliant CRM system
of choice
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Maximizer
Tigerpaw
Microsoft CRM 3.0
Call Control
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Make Call
Answer Call
End Call
Hold/ Un-hold
Blind Transfer
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CCPro: Benefits
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Improvements with Call Recording •
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Customer service levels
Management of customer
information
Proactive agent training
Call quality
Staff evaluation
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Rapid ROI through low initial
investment
Increase
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Monitor simultaneously
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Queues
ACD Groups
Agents
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Agent productivity with customer
pop-up window
Loyalty by improving customer
satisfaction
Overall business performance
Evaluate Call Center Performance
Service Level Objectives
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CCPro: Supervisor Features
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Collect information
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ACD groups
Extensions
Extensions allocation to different ACD groups
Listen to voice recordings via
Call Logs
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Access restrictions based
on DIDs and/ or extensions
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Call Park
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Manage the customer
information associated with
the Caller IDs
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CCPro: Supervisor Features (cont’d)
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Real-time information
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Status of each Agent (idle, busy, etc.)
Type of the call (incoming, outgoing, internal)
The phone numbers for each party involved in the call and customer’s name
Manage over 100 types of counters and timers
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Active Counters
Cumulative Counters
Peak Counters
Active Timers
Cumulative Timers
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CCPro: Supervisor Features (cont’d)
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Real-time statistics
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Predefined performance graphs
Custom performance graphs
Counter graphs
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Call traffic activity
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Agents
PBX line/ Dialed number
Call duration
Customer Name
Lost calls
Incoming calls for ACD
Queue time
Overflow calls
No Answered calls
Time range
Type of the call (incoming,
outgoing, internal)
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CCPro: Supervisor Features (cont’d)
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Shipped with predefined report templates
– Call Billing
– Trunk Based
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CO Call Log Report
Lost Calls Report
Agent Based CO Call Report
Call Trunk Report
Analysis Report
Queue Performance Report
Abandoned Call Report
Extension Group Performance
by Extension Report
– Agent Activity
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Call Cost Report
Account Code Report
Ext Charge Report
Charge Report
– Resource Utilization
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Outgoing Dialed No Report
Department Report
CO Ext Report
Call DID Report
Intercom Report
Agent System Report
Agent Report
Call Result Report
Presence Report
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Agent Group Report
Call Group Report
– Customer Based
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Incoming Caller ID Report
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CCPro: Supervisor Features (cont’d)
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View, print and drill down on stored information
Export in different portable formats
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Customizable by
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PDF, Word, Excel, RPT, CSV
Advanced Filtering
Field Chooser
Time Division
Date Selection
Paper Format
Schedule reports
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Export
Print
Send to multiple e-mail addresses
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CCPro: Supervisor Features (cont’d)
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Call Logs
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CO Call Log
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Agent Based
CO Based
Intercom Call Log
Agent Call Log
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Manage Call Logs Information
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Lookup
Advanced Filtering
Field Chooser
Print
Delete records
Export
Schedule Export
Sort Fields
Listen Voice Recording
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CCPro: Supervisor Features (cont’d)
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Handle information
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Agents
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Add
Delete
Edit
Voice Recording
Sort Fields
Import
Export
Customers
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Add
View
Modify
History
Import
Export
Sort Fields
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CCPro: Supervisor Features (cont’d)
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Call Costs
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Phone Number Prefix
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Minimum Call Duration
Call Cost Report
Call Charges
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Globally predefined billing
items
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General Charges
Additional Charges
Additional Types of
Charges
Taxes
Customization
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Per Minute
Flat Rate
Per Extension
Add/Delete/Modify
Billing Reports
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CCPro: Agent Call Handling
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Using buttons
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Place a call
Answer a call
Hang up
Consult another party
Connect parties
Using menu
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Transfer a call
2-way record for incoming and outgoing calls
Chat and Assist Me tools
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CCPro: Agent Pop-up Window
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Incoming call in a pop-up screen
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Fill in for later use
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Customer Request
Customer Records
Call Result
Agent Notes
Filter information
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Call information
Customer information from the
database
Call Log
Real-time Counters
Break Reason for presence
reporting
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CCPro: Agent Automation
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Customize sound notifications
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Personal Agent phonebook
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Automatic new Customer
addition by the Caller ID
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Dial from any Windows
application
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CCPro: Contact
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To find out more you can always request
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Demo version
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Integrates a PBX simulator
Automatically generates calls
Contains all the features of the full-released version with
a number of limitations
– 30-day free trial version
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Contains all the features of the full version
If you have any questions or need assistance, please contact us
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Phone: +1 (864) 642-6103
Web: www.poltys.com
Email: [email protected]
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Thank You!
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