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Office Communication Systems

IP-PBX KX-NCP / TDE Series

Comparison Sheet

Call Centre Solution

The KX-NCP/TDE comes with a built-in sophisticated call centre solution flexible enough for most customer needs. It allows businesses to increase agent productivity, improve team communication visibility, efficiently route customer calls to appropriate departments, and help desks or sales teams.

Packed with Call Centre Features

Whatever the size of your company, efficient and courteous handling of telephone calls is a major factor for successful business. The KX-NCP/TDE series includes an advanced call routing function for small to medium size call centres. This function can be used without an external CTI server. More efficient call reception enables you to effectively utilize limited resources to assist in improving customer service.

  • Longest Idle Distribution
  • Uniform Call Distribution
  • 1 : N Ringing (Group Ringing) / Delayed Ringing
  • Automated Attendant
  • Call Queue with Waiting Message
  • Priority Routing for VIP Call
  • Busy on Busy
  • Intercept to VM
  • Walking Extensions ('Hot Desking')
  • Log-in/Log-out by Agent
  • Ready / Not Ready / Wrap-up
  • Call Queue Monitoring by Supervisor
  • Call Queue Reporting
  • Log-in/Log-out control by Supervisor
  • Listen-in by Supervisor
  • Busy override by Supervisor

Furthermore, the solutions can be expanded to suit more sophisticated call centres in combination with Panasonic's Communication Assistant and third party CTI applications.

Agent Features

The system supports extensive standard call centre agent features. Agents can work more efficiently using the built-in features together with Communication Assistant desktop productivity applications. The following advanced features help increase agent productivity as well as overall business productivity:

  • Agent Log-in/Log-out/Wrap-up
  • Call Park/Retrieve with Team Members
  • CRM Integration (Integration with TAPI)

Supervisor Features with Communication Assistant Supervisor

The KX-NCP supports built-in call centre supervisor features, allowing management and performance overview in real-time of calls in queue and agent call handling. The supervisor can monitor each agent's phone status and also remotely log-in a currently logged out agent's extension, or log-out an agent phone with a few mouse clicks using Communication Assistant Supervisor. In addition, the supervisor extension can also, using a 6-line system display telephone, also monitor various important call centre statistics showing items such as:

  • Group Call Reporting
    • Total Incoming Calls
    • Average Answer Time
    • Overow Calls
    • Lost Calls
  • Group Call Monitoring
    • Current Waiting Cal
    • Longest Waiting Time
    • Current Member Status
  • Supervisor Features
    • Silent Listen-in
    • Busy Override
    • Remote Agent Log-in/Log-out
    • Take-over Call

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