Call Center Professional CCPro www poltys c CCPro

Call Center Professional (CCPro) www. poltys. c

CCPro: Overview • Powerful call management tool – 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 – Small/Medium Call/Contact Centers – Any SMB which do care about the customer relationship quality www. poltys. c

CCPro: Key Features • Integrates with Panasonic KX-TDA/ TDE/ NCP IP-PBXs • Connect to up to 8 remote IP-PBX simultaneously via intranet • Wallboard-like flexible monitoring – System, Queues, Groups, Agents and Calls • Full ACD statistics, reports and call billing • Comprehensive Call Log information • Call handling – – Transfer Consultation Conference 2 -Way Recording • Dial from any Windows application or by phone book www. poltys. c

CCPro: Key Features (cont’d) • CRM Integration Support – Built-in for Goldmine, ACT! and Outlook – Custom via Microsoft Active. X technology – 1 st-party TSP for integration with TAPI compliant CRMs (e. g. Maximizer) • Agents Management – – – Start/ Stop Voice Recording Enable/ Disable Chat Log-in/ Log-out Handle Agents information Call Monitor Call Park • Enhanced Supervisor productivity – Save, load, export, import user profiles – Security passwords – Auto login – Access Code window • Threshold – Alarms • • Lost calls Calls in Queue, etc. – Actions • • • Play a wave Flash main window Send an email to supervisor if threshold value is exceeded • Global filtering at ACD Group level www. poltys. c

CCPro: Add-ons • DISA/ OGM Estimated hold time in Queue – Tell the caller the estimated hold time they can expect in the Queue using IVR interactions provided by OGM/ DISA IP-PBX boards – Estimation based on current statistics and past performance – Compatible with Panasonic VPS devices only • CRM Integration - 1 st-Party TSP – Enable integration with any Microsoft TAPI compliant CRM system of choice • • • Maximizer Tigerpaw Microsoft CRM 3. 0 – Call Control • • • Make Call Answer Call End Call Hold/ Un-hold Blind Transfer www. poltys. c

CCPro: Benefits • Improvements with Call Recording – Customer service levels – Management of customer information – Proactive agent training – Call quality – Staff evaluation • Monitor simultaneously – Queues – ACD Groups – Agents • Rapid ROI through low initial investment • Increase – Agent productivity with customer pop-up window – Loyalty by improving customer satisfaction – Overall business performance – Evaluate Call Center Performance – Service Level Objectives www. poltys. c

CCPro: Supervisor Features • Collect information – ACD groups – Extensions allocation to different ACD groups • Listen to voice recordings via Call Logs – Access restrictions based on DIDs and/ or extensions • Call Park • Manage the customer information associated with the Caller IDs www. poltys. c

CCPro: Supervisor Features (cont’d) • Real-time information – 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 – – – Active Counters Cumulative Counters Peak Counters Active Timers Cumulative Timers www. poltys. c

CCPro: Supervisor Features (cont’d) • Real-time statistics – Predefined performance graphs – Custom performance graphs – Counter graphs • Call traffic activity – – – 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) www. poltys. c

CCPro: Supervisor Features (cont’d) • Shipped with predefined report templates – Call Billing – Trunk Based • • 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 • • Call Cost Report Account Code Report Ext Charge Report – Resource Utilization • • • Outgoing Dialed No Report Department Report CO Ext Report Call DID Report Intercom Report Agent System Report Agent Report Call Result Report Presence Report – Group Based • • Agent Group Report Call Group Report – Customer Based • Incoming Caller ID Report www. poltys. c

CCPro: Supervisor Features (cont’d) • View, print and drill down on stored information • Export in different portable formats – PDF, Word, Excel, RPT, CSV • Customizable by – – – Advanced Filtering Field Chooser Time Division Date Selection Paper Format • Schedule reports – Export – Print – Send to multiple e-mail addresses www. poltys. c

CCPro: Supervisor Features (cont’d) • Call Logs – CO Call Log • • Agent Based CO Based – Intercom Call Log – Agent Call Log • Manage Call Logs Information – – – – – Lookup Advanced Filtering Field Chooser Print Delete records Export Schedule Export Sort Fields Listen Voice Recording www. poltys. c

CCPro: Supervisor Features (cont’d) • Handle information – Agents • • Add Delete Edit Voice Recording Sort Fields Import Export – Customers • • Add View Modify History Import Export Sort Fields www. poltys. c

CCPro: Supervisor Features (cont’d) • Call Costs – Phone Number Prefix • • Per Minute Flat Rate – Minimum Call Duration – Call Cost Report • Call Charges – Globally predefined billing items • • General Charges Additional Types of Charges Taxes – Customization • • Per Extension Add/Delete/Modify • Billing Reports www. poltys. c

CCPro: Agent Call Handling • Using buttons – – – Place a call Answer a call Hang up Consult another party Connect parties • Using menu – Transfer a call – 2 -way record for incoming and outgoing calls – Chat and Assist Me tools www. poltys. c

CCPro: Agent Pop-up Window • Incoming call in a pop-up screen – Call information – Customer information from the database • Fill in for later use – – Customer Request Customer Records Call Result Agent Notes • Filter information – Call Log – Real-time Counters • Break Reason for presence reporting www. poltys. c

CCPro: Agent Automation • Customize sound notifications • Personal Agent phonebook • Dial from any Windows application • Automatic new Customer addition by the Caller ID www. poltys. c

CCPro: Contact • To find out more you can always request – Demo version • • • 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 • Contains all the features of the full version • If you have any questions or need assistance, please contact us – Phone: +1 (864) 642 -6103 – Web: www. poltys. com – Email: sales@poltys. com www. poltys. c

Thank You! www. poltys. c