Call Centre Solutio
The KX-NCP communications platform comes with built-in sophisticated Call Centre solution flexible enough for most customer needs - allowing businesses to increase agent productivity, improve team communication visibility, efficiently route customer calls to appropriate departments, help desks or sales teams. Further - optional external ACD reporting modules can be used to generate detailed reporting.
Whatever the size of your company, efficient and courteous handling of telephone calls is a major factor in a successful business. Panasonic provides multiple solutions for small to medium Call Centres, to help control and make use of the limited resources that may be available. The following call centre features are integrated into the NCP platform - that together with built-in Communication Assistant desktop productivity applications - can solve most informal call centre business needs:
- Built-in Call Centre Features
- Intelligent and Automatic Call Routing
- Flexible Routing to distribution groups
- VIP call routing
- Automated Attendant
- Call Queue with waiting message
- Walking Extensions (Hot Desking)
- Supervisor call queue monitoring
- Supervisor level monitoring and reporting
Further - the solutions can be expanded to suit more sophisticated call centres in combination with CTI software solutions available in the market.
Intelligent Call Distribution
The NCP platform supports Incoming Call Distribution (ICD) Groups - the basic building blocks to implement Call Centre functionality. Incoming calls received by an ICD group can be distributed to Call Centre agents using supported Call distribution methods and when a pre-programmed number of agents in the group are busy, additional incoming calls can be put in a queue. Agents can also be assigned to multiple ICD groups - allowing for a smaller number of agents to handle calls in multiple ICD groups in order to operate a flexible call centre.
Agent Features
The system supports extensive standard call centre agent features. Agents can work more efficiently using the built-in features together with communication assistant desktop productivity applications. The following advanced features help increase agent productivity as well as overall business productivity:
- Agent Log-in/Log-out/Wrap-up features
- Call Park/Retrieve with team members
- Launch customer records (CRM integration)
Supervisor Features
The NCP platform supports built-in Call Centre Supervisor features - allowing management and performance overview in real-time of calls in queue and agent call handling. The supervisor can monitor each agent member's phone status and also remotely log-in a currently logged out agent member's extension, or log-out an agent phone with a few mouse clicks using Communication Assistant for Supervisor. In addition, the supervisor extension can, using a 6-line system display telephone, also monitor various important Call Centre Statistics showing items such as: Total calls handled, Average wait time and Lost calls.
Supervisor features - include:
- Group Call Monitor
- Group Call Reporting
- Remote Agent Log-in
- Silent Listen-in
- Remote Take-over Call
- Longest waiting time
A Step-by-Step Approach to Call Centre Solution
Companies requiring advanced Call Centre functionalities can use the optional ACD Report Server (KX-NCV200). This allows companies with all types of customer-facing departments as well as call centres to benefit from sophisticated real-time agent and queue monitoring, detailed performance monitoring and analysis, comprehensive reporting and overall call centre performance visualisation.
With Panasonic NCP platforms, call centre customers now have a clear choice and upgrade path for their call centre businesses. Further, businesses can supercharge their call centre businesses with the optional NCV200 ACD Report Server or third party product.