The Comvox supported Panasonic KX-NCP communications platform comes with a built-in sophisticated Caller Center solution flexible enough for most customer needs - allowing businesses to increase agent productivity, improve team communication visibility, efficiently route customer calls to appropriate departments, customer service help desk or sales teams.  Optional external ACD reporting modules and Interactive Voice Routing (IVR) can be used to enhance your customers experience.

Packed with Call Center Features

Whatever the size of your company, efficient and courteous handling of telephone calls is a major factor in any successful business.  Panasonic provides multiple solutions for small to very large sized Call Centers.  Resources include the maximization of agent time, remote agent and call management capabilities.  Whether you select the NCP platform or the larger, more robust TDE platform, desktop applications and reporting tools make Panasonic a logical choice for single site centers up to 940 agents and remote/multi-site centers with thousands of agents.

• Built-in Call Center features

• Intelligent and Automatic Call Routing

• Flexible Routing to Distribution Groups

• VIP Call Routing

• Automated Attendant with Multilingual Capabilities

• Walking Extension ( Hot Desking)

• Supervisor Call Queue Monitoring

• Supervisor Level Monitoring and Reporting

Further, the solutions can be expanded to suit more sophisticated Call Centers in combination with CTI software

The NCP and TDE platforms support Incoming Call Distribution  (ICD) Groups - the basic building blocks to implementing Call Center functionality.  Incoming calls received by an ICD group can be distributed to Call Center agents using supported call distribution methods and when a pre-programmed number of agents in the group are busy, additional incoming calls can automatically be place in queue. Agents can be assigned to multiple ICD groups based on whatever criteria you may have.

Agent Features

Panasonic systems support an impressive array  of agent features.  Agents can work more efficiently using these built-in features together with desktop productivity applications.  Advanced features increase productivity and reduce operating costs.

• Agent Log-In/Log-Out/Wrap-Up Features

• Call Park/Retrieve with Team Members

• Launch Customer Records (CRM Integration)

Supervisor Features

The KX-NCP and KX-TDE platforms supports built-in Call Center Supervisor features - allowing management and performance overview in real-time for calls in queue and agent call handling.  With a few mouse clicks, a supervisor can monitor individual agent member phone status and also remotely log-in/log-out a currently logged agent's extension.  Using a 8-line display telephone the supervisor can also monitor various important Call Center statistics such as total call handling, average wait time and lost calls.

Supervisor features include:

• Group Call Monitor

• Group Call Reporting

• Remote Agent Log-in

• Silent Listen-In

• Remote Takeover Call

• Longest Waiting Time

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