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Call Center Administrators Gain Greater Control with Solutions from Panasonic

September 29, 2006
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Call centers using the Panasonic PBX (News - Alert) systems are about to have access to increased functionality as Panasonic has introduced the new KX-NVC200 ACD Report Server in coordination with the simultaneous announcement of the new KX-TDA6000 Hybrid headsets business phone. 



Current users of the KX-TDA6000 and the previously introduced KX-TDA 100/200 systems stand to benefit from the additional functionality. The NCV200 provides functions such as monitoring and call center performance reports, agent log-in, in addition to advanced efficient message management. Panasonic intends to create an efficient and cost-effective solution by combining these separate functions into one system.

According to Larry White, marketing manager for Panasonic, the company knows business customers are best serviced by reliable communication. The KX-NCV200 provides just that for large and small businesses. With Panasonic’s ACD Report Server, customers can not only manage calls but also monitor call volume, agent performance and overall system status.

To assist in the management of the system, the number of incoming and outgoing calls and all accumulated call data monitored by the ACD Report Client can be viewed in graph form. The creation of custom graphs enables managers to allocate resources and make adjustments depending on the volume and individual activity. This can all be done one the go, as conditions change.

White went on to add that as good as Panasonic’s IP-PBX equipment is, Panasonic knows the human factor is what makes a company successful. This is why the KX-NCV200 enables administrators track each phone agent’s activity, from log-in through each call. Many systems only allow an administrator to track an extension, but with Panasonic’s NCV200, each agent logs in individually, which means more accurate performance reports.

With ACD Report Server, users are provided with advanced voicemail features, such as e-mail notification when a caller leaves a message, the ability to attach voice messages to e-mail messages, easier operation using the LCD on the proprietary telephones, automated attendant and automatic call routing. Panasonic is positioning these voicemail functions as delivering new levels of communications ease and efficiency that can enable any business to be more productive.

The KX-NCV200 will be available in late August 2006.

Panasonic has done well to recognize that call centers are demanding not just better phone systems, but also better functionality in total operations. Managers are charged with monitoring and tracking multiple processes within the call center to determine not only performance levels, but also areas for improvement. The ability to track complete call activity will provide for not only easier monitoring, but also better information for training and coaching of call center agents to provide customer with a better experience overall.

Special Attractions
 
What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!
 
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 



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