Www.poltys.com Call Center Professional (CCPro). CCPro: Overview Powerful call management tool –...
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Transcript of Www.poltys.com Call Center Professional (CCPro). CCPro: Overview Powerful call management tool –...
www.poltys.comwww.poltys.com
Call CenterProfessional
(CCPro)
www.poltys.comwww.poltys.com
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.comwww.poltys.com
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
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CCPro: Key Features (cont’d)
• CRM Integration Support– Built-in for Goldmine, ACT! and
Outlook– Custom via Microsoft ActiveX
technology– 1st-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
• Global filtering at ACD Group level
• 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
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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 - 1st-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
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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
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CCPro: Supervisor Features
• Collect information– ACD groups– Extensions – 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
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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.comwww.poltys.com
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)
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CCPro: Supervisor Features (cont’d)
• Shipped with predefined report templates– 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• Agent System Report• Agent Report• Call Result Report• Presence Report
– Group Based• Agent Group Report• Call Group Report
– Customer Based• Incoming Caller ID Report
– Call Billing• Call Cost Report• Account Code Report• Ext Charge Report• Charge Report
– Resource Utilization• Outgoing Dialed No Report• Department Report• CO Ext Report• Call DID Report• Intercom Report
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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.comwww.poltys.com
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
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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
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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 Charges• Additional Types of
Charges• Taxes
– Customization• Per Extension• Add/Delete/Modify
• Billing Reports
www.poltys.comwww.poltys.com
• 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
CCPro: Agent Call Handling
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• 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
CCPro: Agent Pop-up Window
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CCPro: Agent Automation
• Customize sound notifications
• Automatic new Customer addition by the Caller ID
• Personal Agent phonebook
• Dial from any Windows application
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CCPro: Contact
• If you have any questions or need assistance, please contact us– Phone: +1 (864) 642-6103 – Web: www.poltys.com – Email: [email protected]
– 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
• To find out more you can always request
www.poltys.comwww.poltys.com
Thank You!Thank You!