2 1. 1 Overview 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)- Main Target : 100 or more Agents (Full time Contact Center )Agents- Multi-media channel (Contact from Web, chat, , SNS )InternetProfessional Solution (Poltys CC series)Functionality(Screen/Reporting flexibility, Agent tool)AgentsAgent toolCustomerDB- Main Target : 10 to 100 Agents- Various monitoring & Reporting- 20 or more types of Monitoring, 40 or more types of reporting- Agent tool integrated with customer databaseSupervisorsSupervisor tool- Voice recording to External Server-> Recording time : No Limitation (depends on server capacity)ReportingSimple Solution (Built-in server-less solution)Supervisortool- Main Target : 5 to 15 AgentsSupervisorsAgentsReportingMonitoring- Simplified monitoring & Reporting- 3 types of Monitoring, 3 types of reportingMonitoring- Voice recording to NS1000-> Recording time : Max hours (Backup to NAS available)Voice RecordingCapacity (Number of Agents, Voice recording time, Reporting period)
3 1. 1 OverviewSolutionPanasonic Call Center / Contact center solution System configurationSophisticated Solution (Cytrack CyCC series)SupervisorCyCC server for Agent and SupervisorOptional modules for multimedia contactCyReport, CyQCall distribution engine,Agent control, etc.AgentCyConsoleProfessional Solution (Poltys CC series)SupervisorCC Supervisor (CC View)orWeb Browser (CC View 2012)CC pro server for Agent and SupervisorCC Record pro server for Voice recordingAgentCall distribution engine,Agent control, etc.- CC AgentSimple Solution (Built-in server-less solution)SupervisorCA SupervisororWeb Browser for ACD function(Monitoring & Reporting)Call distribution engine,Agent control, etc.AgentCA ProorCA Operator Console- NAS for voice data backup
4 Professional Solution Sophisticated Solution Panasonic Call Center solution LineupSolutionComparisonSimple solution(Built-in ACD)Professional SolutionSophisticated SolutionSystem RequirementNo Server requiredServer RequiredAgent toolCA Pro /CA Operator ConsoleCA Operator Console/CC AgentCyConsoleReportingNumber of Reporting type3 types(Group report, Agent report, Call Log)20 or more types30 or more typesReporting formatFixedFlexibleReporting period2 monthNo Limitation(Depends on Server)Call Log typeIncoming ACD callIncoming ACD/Non ACD call, Outgoing callNumber of call logStandard CF ->10,000callsOptional CF(SM-L/M/S) ->600,000calls- Depends on server- About 100 byte / callReporting data formatCSV, Print outCSV, Print out, PDF, XLSCSV, Print out, PDF, XLSAutomatic reporting data outputNoYes (Print out, By , output as file)
5 Professional Solution Sophisticated Solution Panasonic Call Center solution LineupSolutionComparisonSimple solution(Built-in ACD)Professional SolutionSophisticated SolutionMonitoringReal-time call counter2 types20 or more types30 or more typesCumulative call counter(Today’s total Lost calls, etc.)NoYesReal-time Agent status monitor1 type10 or more typesMonitoring Screen customizeRequired tool for SupervisorWeb browserWeb browser or dedicated tool Voice RecordingRecording timeMax 1,000h* Optional CF(SM-L)No Limitation- About 3.5h / GBRecording data backupBackup to NAS* Payer available (same looking as CC series)Backup to storage deviceHow to playback recorded voiceLogin to mailbox, then playback from telephoneSearch the call log (searched by time, caller ID, etc.), then double-click the call log.Integration with Customer DatabaseCall Distribution enginePBX built-inExternal ServerContact from Web, , etc.