Call Centres

Download the Call Centre Brochure

Download the Messaging Brochure

Download the NCV200 ACD Report Server Brochure

Download the Magazine article on the KXNCV200

Call centres allow you to deliver your goods or services with maximum efficiency.   Whether it's inbound, where you are responding to customers' needs, or outbound calls to sell your services we can help. Our telephone systems integrate with your computer network allowing database records to be automatically looked up on incoming calls. Similarly you can dial a number simply by clicking it on the screen. Your database can even be automatically updated with the date and time and details of the staff member who made or received the call.

Computer/Telephony Integration (CTI)

CTI is a key technology for call centres. You can find out more about it and download brochures here.

ACD (Automatic Call Distribution)

ACD is used in the management of Call Centres, let's start with an explanation of some of the terminology:-

A call centre is a centralised location where one or more groups of Agents handle calls, inbound or outbound. Groups of Agents are controlled by Supervisors. You may sometimes find the telephones used by Agents referred to as Turrets. 

This type of operation differs in many ways from a normal telephone system, for example:- Agents are frequently part-time or shift workers so one Turret may be manned by several different Agents during the course of a day.  Agents must therefore Log On and Off so their duty times and performance can be monitored. Incoming calls may be sent to agents with differing skill sets so the system needs to know who can handle what calls. Supervisors need to be able to monitor Agents' performance and assist if necessary. Call Flows may vary by time of day and also according to advertising and marketing schedules, for example a double glazing company may make most outbound sales calls in the early evening or media advertising may generate incoming call peaks when the advert goes out. Handling call flows therefore requires the ability to rapidly adjust the number of agents, to queue calls at busy times with re-assurance messages to the callers, and to overflow calls from one group of agents to another when required. On top of this, tight integration to computer systems is needed and  management information is constantly required.

ACD Report Server KXNCV200

Download the NCV200 Brochure

Download the Magazine article on the KXNCV200

Panasonic's ACD Report Server is specially designed for Call Centres. Supervisors on your Local Area Network can see the status and activity of all of your call groups in real time.

• See which agents are logged in.
• See what each agent is doing, who each is talking to, and whether it's an incoming or outgoing call.
• See who's in wrap-up time or break mode

Each Supervisor can also see their chosen real time call statistics.

• See how many calls are waiting
• See how many calls have been handled
• See how many were lost (not answered within a preset time)
• See how many were abandoned (the caller hung up before the preset time)

Supervisor displays can also be shown on wall display screens.

A full suite of reports can be generated to show historical data.

Voicemail

The ACD Report Server incorporates as standard a fully featured Voicemail system with all of the features of the KX-TVM200 Voicemail.

IP Soft Phones

You don't need to equip your agents with telephones. Simply give them IP softphones: their computers become telephones and they work with a simple headset plugged into the PC and no additional wiring to the desktop required. They gain the ability to dial any phone number on their PC screen and the ability to record conversations on disk.

Call Cost reduction.

Your outgoing calls are automatically be routed via cheaper carriers to save on call charges. We provide management reports to assist you in detecting inappropriate phone usage.