Transcript 営業SE研修：システム提案 LAN編（IPMLT）

NS1000 V3.0
- Call Centre Solution Lineup Rev1.0 08 Aug., 2013
1. 1 Overview
Solution
Panasonic Call Center / Contact center solution Lineup
Panasonic provides Call center / Contact center solution as Panasonic solution lineup.
You can offer suitable solution according to the customer’s requirements.
Sophisticated Solution (Cytrack CyCC series)
Agents
- Main Target : 100 or more Agents (Full time Contact Center )
- Multi-media channel (Contact from Web, chat, e-mail, SNS )
Internet
Professional Solution (Poltys CC series)
(Screen/Reporting flexibility, Agent tool)
Functionality
Agents
Agent tool
- Main Target : 10 to 100 Agents
Customer
DB
- Various monitoring & Reporting
- 20 or more types of Monitoring, 40 or more types of reporting
- Agent tool integrated with customer database
Supervisors
- Voice recording to External Server
Supervisor tool
Reporting
-> Recording time : No Limitation (depends on server capacity)
Simple Solution (Built-in server-less solution)
- Main Target : 5 to 15 Agents
Agents
Supervisors
Supervisor
tool
Reporting
Monitoring
- Simplified monitoring & Reporting
- 3 types of Monitoring, 3 types of reporting
Monitoring
- Voice recording to NS1000
-> Recording time : Max. 1000 hours (Backup to NAS available) Voice Recording
Capacity (Number of Agents, Voice recording time, Reporting period)
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1. 1 Overview
Solution
Panasonic Call Center / Contact center solution System configuration
Sophisticated Solution (Cytrack CyCC series)
Supervisor
- CyCC server for Agent and Supervisor
- Optional modules for multimedia contact
- CyReport, CyQ
Call distribution engine, Agent
Agent control, etc.
Professional Solution (Poltys CC series)
Supervisor
- CC pro server for Agent and Supervisor
- CC Record pro server for Voice recording
- CyConsole
- CC Supervisor (CC View)
or
- Web Browser (CC View 2012)
Agent
Call distribution engine,
Agent control, etc.
- CC Agent
Simple Solution (Built-in server-less solution)
Supervisor
Call distribution engine,
Agent control, etc.
- NAS for voice data backup
Agent
- CA Supervisor
or
- Web Browser for ACD function
(Monitoring & Reporting)
- CA Pro
or
- CA Operator Console
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Panasonic Call Center solution Lineup
Solution
Comparison
Simple solution
(Built-in ACD)
Professional
Solution
Sophisticated
Solution
System Requirement
No Server required
Server Required
Server Required
Agent tool
CA Pro /
CA Operator Console
CA Pro /
CA Operator Console/
CC Agent
CyConsole
3 types
(Group report, Agent
report, Call Log)
20 or more types
30 or more types
Fixed
Flexible
Flexible
2 month
No Limitation
(Depends on Server)
No Limitation
(Depends on Server)
Incoming ACD call
Incoming ACD/Non ACD
call, Outgoing call
Incoming ACD/Non ACD
call, Outgoing call
Standard CF ->
10,000calls
Optional CF(SM-L/M/S) ->
600,000calls
No Limitation
- Depends on server
- About 100 byte / call
No Limitation
- Depends on server
- About 100 byte / call
CSV, Print out
CSV, Print out, PDF, XLS
CSV, Print out, PDF,
XLS
No
Yes (Print out, By e-mail,
output as file)
Yes (Print out, By e-mail,
output as file)
Number of Reporting type
Reporting format
Reporting
Reporting period
Call Log type
Number of call log
Reporting data format
Automatic reporting data
output
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Panasonic Call Center solution Lineup
Solution
Comparison
Simple solution
(Built-in ACD)
Professional
Solution
Sophisticated
Solution
2 types
20 or more types
30 or more types
Cumulative call counter
(Today’s total Lost calls, etc.)
No
Yes
Yes
Real-time Agent status monitor
1 type
10 or more types
10 or more types
Monitoring Screen customize
No
Yes
Yes
Required tool for Supervisor
Web browser
Web browser or
dedicated tool
Web browser or
dedicated tool
Recording time
Max 1,000h
* Optional CF(SM-L)
No Limitation
- About 3.5h / GB
No Limitation
- About 3.5h / GB
Recording data backup
Backup to NAS
* Payer available (same
looking as CC series)
Backup to storage
device
Backup to storage
device
- Login to mailbox, then
playback from
telephone
- Search the call log
(searched by time,
caller ID, etc.), then
double-click the call
log.
- Search the call log
(searched by time,
caller ID, etc.), then
double-click the call
log.
Integration with Customer
Database
No
Yes
Yes
Call Distribution engine
PBX built-in
PBX built-in
External Server
Contact from Web, e-mail, etc.
No
No
Yes
Monitoring
Real-time call counter
Voice Recording
How to playback recorded voice
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END
END
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Modification
20130808-01 0 NS1000 V3.0 Call Centre_solution_LineUp_Rev1.0_08Aug2013.pptx
- 1st release
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