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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. - PowerPoint PPT Presentation
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NS1000 V3.0- Call Centre Solution Lineup -
Rev1.0 08 Aug., 2013
2
1. 1 Overview
Panasonic Call Center / Contact center solution LineupSolution
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)
Sophisticated Solution (Cytrack CyCC series)
Panasonic provides Call center / Contact center solution as Panasonic solution lineup. You can offer suitable solution according to the customer’s requirements.
Capacity (Number of Agents, Voice recording time, Reporting period)
- Simplified monitoring & Reporting
Fu
nctio
nality
(Sc
ree
n/R
ep
ortin
g fle
xib
ility, Ag
en
t to
ol)
- Main Target : 5 to 15 Agents
- Main Target : 10 to 100 Agents
- Main Target : 100 or more Agents (Full time Contact Center )
- Multi-media channel (Contact from Web, chat, e-mail, SNS )
- 3 types of Monitoring, 3 types of reporting
Voice Recording
Internet
- 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
Agents
Monitoring
Reporting
Supervisor toolSupervisors
Agents
3
1. 1 Overview
Panasonic Call Center / Contact center solution System configurationSolution
- CA Pro or- CA Operator Console
Agent
Supervisor - CA Supervisor or- Web Browser for ACD function (Monitoring & Reporting)
Agent
- CC pro server for Agent and Supervisor- CC Record pro server for Voice recording
Supervisor- CC Supervisor (CC View) or- Web Browser (CC View 2012)
- NAS for voice data backup
- CC Agent
Simple Solution (Built-in server-less solution)
Professional Solution (Poltys CC series)
Agent
Supervisor- CyReport, CyQ
Call distribution engine, Agent control, etc.
Sophisticated Solution (Cytrack CyCC series)
- CyCC server for Agent and Supervisor- Optional modules for multimedia contact
Call distribution engine, Agent control, etc. - CyConsole
Call distribution engine, Agent control, etc.
4
Comparison Solution
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
Reporting
Number of Reporting type 3 types(Group report, Agent
report, Call Log)20 or more types 30 or more types
Reporting format Fixed Flexible Flexible
Reporting period2 month
No Limitation(Depends on Server)
No Limitation(Depends on Server)
Call Log typeIncoming ACD call
Incoming ACD/Non ACD call, Outgoing call
Incoming ACD/Non ACD call, Outgoing call
Number of call log 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
Reporting data formatCSV, Print out CSV, Print out, PDF, XLS
CSV, Print out, PDF, XLS
Automatic reporting data output No
Yes (Print out, By e-mail, output as file)
Yes (Print out, By e-mail, output as file)
Panasonic Call Center solution Lineup
5
ComparisonSolution
Simple solution(Built-in ACD)
Professional Solution
Sophisticated Solution
Monitoring
Real-time call counter 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 browserWeb browser or
dedicated toolWeb browser or
dedicated tool
Voice Recording
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
How to playback recorded voice
- 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
Panasonic Call Center solution Lineup
6
ENDEND
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Modification
20130808-01 0 NS1000 V3.0 Call Centre_solution_LineUp_Rev1.0_08Aug2013.pptx - 1st release