Panasonic Communications Product Announcement

Transcription

1 Panasonic Communications Product Announcement January 18th 2012 Executive Summary Panasonic Communication Systems continue to meet the needs of small and midsized customers with leading market share in the 2 40 extension segment in North America (source T3i). Panasonic continues to add features and capabilities to extend this market dominance and is announcing the latest enhancements in this document. This announcement includes a summary of the capabilities being added to the NCP and TDE platforms, Communications Assistant and the addition of Poltys Real Time and Historical reporting packages to the portfolio. These additional capabilities will allow the resellers to address customer requirements that were historically outside the standard capabilities offered by Panasonic s communications systems. Summary: The small business market segment continues to require solutions that are traditional, with some customers either moving to IP or actively considering a move. Panasonic, with its broad range of solutions, is ideally placed to provide these customers with feature rich and highly reliable solutions with the option to migrate to IP when they are ready. This announcement includes software and hardware extensions to the NCP and TDE platforms and enhancements to Communications Assistant. These feature additions demonstrates Panasonic s continued commitment to small and mid-sized customers. Product Overview: NCP / TDE v5 Enhancements There are software and hardware improvements associated with NCP and TDE version 5. These enhancements will support reseller sales into new markets. The software is freely available for resellers to upgrade their customer base and generate additional service revenue. A webinar on NCP and TDE version 5 has been completed and the recording can be found at the following location. Sales & Marketing Resources Presentations Webinar Slides_NCP and TDE Version 5 Enhancements A link to the recorded version of the webinar is available on the cover slide of the Power Point presentation Software enhancements 1

2 There have been several significant improvements to the capabilities of the platforms based on requests from the reseller community and customers. Most customers have teams that either receive or make calls as part of their business activities. Optimizing the productivity of these teams, often sales or service groups, is important to the overall success of the customer s business. The communications system is an integral part of the process and version 5 has several key improvements in this area: - Call Queuing has increased from 30 to 100 queued parties enabling the Panasonic Systems to be implemented in larger customer facing teams and call center environments. - There is a new option to opt out of a queue and leave a message for the group when no agents are available to handle the caller. - Increased capacity for automatic call recording to a maximum of 10 calls for TDE / NCP and 24 for a single TVA 200 system connected to a TDE600 or 40 with two TVA 200 systems connected to a TDE 600. This feature if enabled on the agent s phone will light the call recording lamp. The call recording alerting on the users phone can be disabled in system programming by removing the recording button on the agents phone. - Unanswered calls presented to the group but overflowing to another group or voice mail will be listed as an unanswered call in the call log. There have been improvements to the SMDR output to immediately output information on calls defined in the Emergency Dial Table. These numbers will have the information sent immediately when the number is dialed and as well as at the end of the call. These numbers can be flagged in various reporting systems to alert users. Communications Assistant Call Accounting can be set up to alert users of emergency numbers being dialed. The WT DECT handsets have the added capability of not requiring manual setting of Auto Answer to join a conference group call generated by the conference group function. Additionally, a Panasonic phone or SLT can reply to a page by pressing any key. For the small office and residential environments the one touch busy override feature has been added. This allows any phone user to press the single CO button associated with an active call to join that call. There have been several enhancements to the SIP trunk capabilities including: o Improved support for fax o Improved trunk to trunk transfers for calls routed off premise e.g. to a cell phone without tying up resources on the PBX. This feature is often referred to as Refer support. o SIP trunk redundancy enabling outgoing calls to fail over if the primary SIP provider does not respond to the call request (invite) 2

3 Hardware and Platform enhancements: The NCP500 platform software has been extended to increase its support of the 8 or 16 port digital / analog extension card capacity to two. This increases the number of Digital or Analog devices that can be supported on the NCP500 platform as listed in the table below. Please note, when there are two digital or analog extension cards installed in the system it is not possible to include the OPB3 card. If an OPB3 card is required the customer must purchase the NCP1000. There are two new analog extension cards being introduced and supported with software version 5 for the TDE100 and 200 platforms. These cards support both message waiting indication and caller ID on the single card. There are two variants; 16 and 24 port versions. The new cards allow our resellers to significantly increase the number of analog devices that can be supported on the TDE100 and 200 platforms reducing the overall cost to the customers. This is important for the healthcare and hospitality market where analog is prevalent. Please note the new analog extension cards will start shipping in February 2012 and are not supported on the TDE600 platform. There have been select other features added to the system that are covered in the webinar content. 3

4 Communications Assistant v4 Communications Assistant is designed to provide tools to improve productivity and to better manage a customer s business. There are 4 elements to CA; - Basic Express a free software application for basic users. This replaces the current CA Basic version that was chargeable. - Pro for moderate users with more flexibility and capabilities including greater capacity and real time presence. - Console for the efficient handling and routing of callers throughout an organization - Supervisor to provide a real time summary of customer facing teams performance The evolution of Communications Assistant with this next release is to allow easy use of communication applications that are used on a daily basis as the primary business tool, such as MS Outlook or CRM packages. The goal of doing this is to enable users who spend much of their time working in an application to remain in that application to undertake basic communications needs such as making or receiving calls. Outlook Tool Bar Improvements The new version of communications assistant, including basic express, provides improvements to the Outlook tool bar. The extended features allow a user to manage their communications through Outlook and not switch to an alternate application, for example CA, or interface, for example the phone, to complete basic tasks. This will improve productivity. Presence Added to Outlook The telephony presence of other users on a customer s system is added to Outlook enabling CA users to see at a glance colleagues that are available. The presence window can be incorporated into to the main outlook interface or as a separate window on the users screen. This is a similar capability to the standard presence window in CA. 4

5 The second element of improved presence visibility is by linking MS Exchange Calendar and their status in CA or the absent message through the display of the phone. CA and the absent message on a phone will automatically be updated based on the status from MS Exchange Calendar. For example, if a user is booked for a meeting from 1 2pm this will be updated on CA to say In a meeting and the users absent text message on the phones display will also be updated. Call History Improvements The call history capabilities have been extended by two main capabilities. The history option has been added to the Outlook toolbar further extending the usefulness of this interface. Additionally, CA server stores all calls to a user, whether they are logged into to CA or not. The call history or call log to that user is stored. This is very useful for customers that are not voice mail centric and need to track missed calls. In a second phase of the release, targeting early February, Communications Assistant will add off the shelf integration with 10 different CRM applications and a one click short cut to CommSoft and Poltys reporting packages. CRM Integration CA v4 will add an application interface to allow screen pop from several market leading CRM packages. This will allow simple off the shelf integration with these popular applications and enable the application users to seamlessly access incoming caller s information. The streamlining of the customer interaction process will improve customer satisfaction and productivity. 1. Sage ACT! 2. FrontRange Goldmine 3. Lotus Notes 4. Maximizer 5. Microsoft Dynamics CRM 6. Netsuite CRM+ 7. Sage CRM 8. Salesforce.com 9. Sugar CRM 10. Twixtel If alternate CRM application support is required please contact either CommSoft or Poltys who have options for a wide range of third party CRM applications integration. Reporting Package Integration In addition to the feature enhancements added to NCP / TDE version 5 CAv4 adds an icon to the CA interface to allow users to quickly access detailed real time and historical reports. The icon on CA links to the CommSoft or Poltys applications that are installed in the customer s environment. 5

6 Introducing Poltys Real Time and Historical Reporting Packages We are pleased to announce the addition of the Poltys Call Center Reporting Suite to the Panasonic portfolio of applications. Poltys s call center reporting suite is a modular call management set of products that provides users with comprehensive features ranging from billing and monitoring services to complex call routing and agent pop up integration with most popular CRM and ERP systems. Call Center Reporting Suite consists of the CCPro, CCView, CCView Lite and CCAccounting. Poltys CC Suite operates exclusively with the Panasonic PBX systems. CTI integration is CSTA level providing a stable trouble free communication between the PBX and the Poltys application. The open standard design of CCSuite allows you to both share information and add enhancements easily and cost effectively. Using both XML and SQL databases, this building block design delivers fast return on investment (ROI), while protecting the customer s original investment. You can start with one solution and upgrade with just a license change. You pay only the difference in price, and installation time for upgrades takes only a few minutes. Multiple Site Solutions With the optional CCSuite Enterprise you can manage call center resources for multiple sites on a single application server. You no longer need to divert calls to handle spikes in call traffic, or remake reports from multiple systems to see all the activity within your organization. Up to 8 different Panasonic systems that are networked together can be combined, maximizing your management and staff resources, regardless if the workers are using TDM or IP phones CCAccounting CCSuite starts with CCAccounting - it s the ideal tool for small/ medium business interested in overall monitoring and reducing call costs. It s a simple to use application that provides all necessary tools to manage telephone costs. Set up is easy and it operates with one or multiple networked Panasonic PBX systems. The core features include: Call Costs and Billing Reporting: Call costs by phone number patterns and call charges by extension, configure cost per minute or custom flat rate for each phone number pattern, add taxes, general and additional charges for each extension. Call Logging: For CO, intercom and agent, complete with extensive filtering that allows the user to zero in on a specific 6

7 call, extension number, day, week and time and much more. System and Extension Reports: Detailed cost report for each department (group) or extension, custom billing reports, system and extension reports. Schedule the export of reports in , to a printer or file. CCView Lite/CCView CCView Lite is a cost effective alternative to the CCView with a lower price point, perfect for smaller call centers. CCView Lite has similar features to CCView. However, CCView Lite has one supervisor and cannot expand without upgrading to CCView. It does not support performance graphs or advanced reports listed below in the reports section of this document. Both applications include all the features in the CCAcounting. They were designed to compliment the ACD features in the Panasonic PBX system providing real time information to a supervisor s desktop. CCView is a tool that can be used to: Improve performance of agents Identify staffing deficiencies that need attention and increase overall group performance Monitor all Group activities at one time Establish counters or alarms for a system, group, or agent perspective based on either current statistics, or a cumulative basis Save screen settings to quickly shift to preferred views on demand Add notifications and visual settings to coordinate present activity levels or events Shift staffing to help balance workload and increase productivity CCView Features Real-Time Monitoring CCView allows supervisors to monitor activity in the call center on a real time basis and create custom monitoring screens on a per agent basis or by group. There are over 30 types of counters and timers with the ability to set thresholds for each. The counters and timers are: Active Counters Cumulative Counters Peak Counters Active Timer Cumulative Timers 7

8 Performance Graphs Performance graphs provide real time statistical data. There are multiple graphs that can be configured by the supervisor to help manage the call center. This tool provides a clear graphical picture. For example, you can compare the performance or status of a group of agents. Multiple graphs can be displayed at the same time on the supervisor s PC. There are three categories to choose from listed below: Predefined Performance Graphs: The most commonly used graphs preconfigured for simple and fast set up (sample to the right). Custom Performance Graphs: Customizable graphs to measure a specific performance of and agents, groups or system. Counter Graphs: Show cumuatative information comparing the number and type of calls recived by each agent (shown below) Predefined Report Templates Poltys CCView includes built in report templates that can be customized by the supervisor through advanced filtering by field, time and date. Once a report is customized it can be saved for future use. Reports can exported into different portable formats, to a printer, file or send it to multiple recipients on a customizable time schedule. 8

9 Available Reports Trunk Based CO Call Log Report Lost Calls Report Agent Based CO Call Report Call Trunk Report Analysis Report *Queue Performance Report *Abandoned Call Report *Extension Group Performance by Extension Report Agent Activity Agent System Report Agent Report Presence Report Resource Utilization Outgoing Dialed No Report Department Report CO Ext Report Call DID Report Intercom Report Group Based Agent Group Report Call Group Report Customer Based Incoming Caller ID Report Call Costs Call Cost Report Account Code Report Ext Charge Report Charge Report *Not available in CCView Lite 9

10 CCPro CCPro includes all the features in CCView with the addition of CC Agent desktop application. With the Poltys CCPro Agent desktop application agents can log in and out from the desktop PC. Once logged in agents have call control, instant messaging, and customer information repository and agent screen popup for quick customer identification. Also included in CCPro Agent Desktop is a comprehensive real-time and historical tool for agent call tracking/recording/coaching and queue statistics. CCPro enables comprehensive agent pop-up integration with Outlook, ACT! and Goldmine CRM systems as well as direct CRM integration with Maximizer, Tigerpaw and Microsoft CRM 3.0 by using Poltys 1st -Party TSP add-on. With custom integration CCPro can connect to NetSuite ERP. Compatibility/Requirements Compatible with Panasonic KX-TDA / TDE / NCP The Poltys CCSuite requires a PC/Server. A server can be purchased directly from Poltys or from another supplier, the server requirements are listed below. System Requirements Server Host Minimum P4 2 GHz, 1 GB RAM 2 GB free HDD space, 100BaseT NIC Microsoft Windows XP Professional SP3 Microsoft Windows Server 2003 SP2 Microsoft Windows Server 2008 Microsoft Windows Vista Business (with UAC disabled) Microsoft Windows 7 Professional (with UAC disabled) Supervisor and Agent Host Minimum P4 1.4 GHz, 512 MB RAM 2 GB MB free HDD space, 100BaseT NIC Microsoft Windows XP Professional SP3 Microsoft Windows Server 2003 SP2 Microsoft Windows Server 2008 Microsoft Windows Vista Business (with UAC disabled) Microsoft Windows 7 Professional (with UAC disabled) 10

11 Note: If Poltys CCRecording is added it can run on the same server as CC suite. However, the server must be equipped with a 500GB hard drive or larger and 3 available PCI card slots. 11