2 1. 1 Overview Panasonic Call Center / Contact center solution Lineup Solution 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 Functionality (Screen/Reporting flexibility, Agent tool) - 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 tool Supervisors Agents
3 1. 1 Overview Panasonic Call Center / Contact center solution System configuration Solution -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 requiredServer 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 types30 or more types Reporting format FixedFlexible Reporting period 2 month No Limitation (Depends on Server) No Limitation (Depends on Server) Call Log type Incoming ACD 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 format CSV, Print outCSV, Print out, PDF, XLS Automatic reporting data output No Yes (Print out, By e-mail, output as file) Panasonic Call Center solution Lineup
5 Comparison Solution Simple solution (Built-in ACD) Professional Solution Sophisticated Solution Monitoring Real-time call counter2 types20 or more types30 or more types Cumulative call counter (Today’s total Lost calls, etc.) NoYes Real-time Agent status monitor1 type10 or more types Monitoring Screen customizeNoYes Required tool for SupervisorWeb browser Web browser or dedicated tool 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 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. Integration with Customer Database NoYes Call Distribution engine PBX built-in External Server Contact from Web, e-mail, etc. No Yes Panasonic Call Center solution Lineup