The KX-NS1000 includes an advanced call routing function for small to medium size call centres. This function can be used without an external CTI server. It enables you to provide voice guidance for customers that are waiting, automatically record conversations, and search for past data when replying to customers. You can also export the call data to search by date and use these results to understand problems or opportunities relating to customer service, and back up recorded call data and restore it via network as necessary. Furthermore, the solutions can be expanded to suit more sophisticated call centres in combination with Voice Mail functions, the Communication Assistant and third party CTI applications.
- Queue Announcemente
- 1:N Ringing (Group Ringing)/Delayed Ringing
- Priority Routing for VIP Calls
- Intercept Routing/Busy on Busy
- Uniform Call Distribution (UCD)
- Monitor per Agent/Group
- Report per Agent/Group
- Busy Override
The caller can recognise their position in the queue through voice guidance. Since the caller knows their status, they can decide whether to stay in the queue or leave a message and hang up, according to the situation.
Automatic Voice Guidance for Customers*New Feature
An extension user can assign his cellular phone to ring with his IP proprietary phone so that he can easily receive outside calls even when not at his desk. Customers can easily contact users using a single number.
Live Status Monitor for Supervisors
Monitoring the Waiting Status of Callers*New Feature
The call centre supervisor can monitor the live status of callers, such as how many people are waiting in the queue and for how long. The supervisor can also monitor the status of each agent and grouped members, to understand on-site problems and improve their call centre.
ACD Report for Supervisors
Call History Report*New Feature
The call centre supervisor can specify a range of dates and times to be provided with a variety of reports for studying the status of the KX-NS1000. Data for up to 600,000 calls can be stored. The report is based on the agents or groups that have been monitored.
The supervisor can use these results to understand problems or opportunities relating to customer service, and back up recorded call data and restore it via the network as necessary.