CA ACD Reports
Module
Sales Presentation
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Table of Contents
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Overview
How to Order
Why Applications?
Contact
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Overview
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Overview
CA ACD Reports Module provides Call Center reporting functionality to
Panasonic CA Supervisor.
CA ACD Reports Module works with TDE, NCP and NS1000 PBX series.
Benefits to Customer
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Improve Call Center Performance
Measure Service Level Objectives
Measure Agent Performance
Improve customer experience
Benefits to Dealer – Increase sales into
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Inbound Call Centers (Help Desk, Customer Support, Sales, etc.)
Outbound Call Centers (Telemarketing, Political Surveys, etc.)
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Overview
Key Features
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Collect CA ACD statistics
Build Reports by month/day/hour/day of week and group for a selected time range
Group Report
– Total number of calls
– Average Answer Time
– Overflow Calls
– Lost Calls
– Max Waiting Calls
– Longest Waiting Time in Queue
Agent Status Report
– Login Time
– Not-ready (break) Time
– Busy Time
– Working After Hours Call Time
English, German, Spanish user interface support
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New Vertical
Markets
Service Oriented Business
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Automotive
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Schools
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Compete in
Existing
Markets
Informal Call Center
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SMB Office
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Small Doctor Office,
Collection Agencies
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CA Outbound
Dialer
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CA ACD
Reports
CA Auto
Attendant
Health Care Practitioner
Market impact for
CA ACD Reports Module
CA
Conference
Bridge
CA
Appointment
Reminder
Overview
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Use Case
John
Company
Help Desk Use Case
1. Nick calls the
Company Call Center
number
2. Incoming call with Caller ID
and DID is directed to the ACD
Call Center Group
3. John answers the
incoming call and
helps the customer
Panasonic CA Client
PBX + CA Server
PSTN/ IP
Peter
Nick
Panasonic
CA Supervisor
LAN
ACD Reports
Module
4. Peter Supervises the
Call Center activity
Group Report:
-Total number of calls
- Average Answer Time
-Overflow Calls
- Lost Calls
-Max Waiting Calls
- Longest Waiting Time in
Queue
Agent Status Report:
- Login Time
- Not-ready (break) Time
-Busy Time
- Working After Call Time7
How to Order
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How to Order
Distributor/ Reseller sends Order for
License Key to Panasonic Sales Company
Product Order Flow
Ordering
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Product must be ordered from Panasonic Sales Company
CA modules is introduced on the Panasonic Price List
CA Modules Install Kit is available on the Poltys Licensing portal
NOTE: Ordering procedure may be different from region to region
according to local requirements
Licensing
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Panasonic CA must have an active license (permanent or trial) in
order for the CA Modules to be functional
Each CA Module comes with a 60 days trial license
The customers will receive Activation Codes and will be able to
activate the CA Modules from the Poltys Licensing Portal
(https://licensing.poltys.com)
Panasonic Sales Company
sends Order for License Key to Poltys
Poltys sends monthly Invoice to Panasonic
Sales Company
Panasonic Sales Company
sends Invoice to Distributor/ Reseller
Poltys sends Order Confirmation to both
Panasonic Sales Company
and Distributor/ Reseller
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CA ACD Reports Part Numbers
3PS-00ACD-CA1
• CA ACD Reports Module 1 (one) license
3PS-REM-INSTALL
• Remote System installation and configuration service
Note: Part numbers may be different from region to region according to
local ordering system requirements
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Why Applications?
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Why Sell Applications?
Requests from Dealers/ Sales Companies and Lost Prospects
Feature
Productivity
Customer
Satisfaction
Mobility
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ACD Reports
Cost Saving
Enhanced
Collaboration
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Mobility Client (smartphone, tablet)
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Video Call
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Video Conferencing
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Voice Conferencing
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Outbound Dialer
Speech Auto Attendant
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Position in Queue Announcement
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Customer Callbacks
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Skills-based Routing
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Emergency Notification
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Appointment Reminder
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Web Content Sharing
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Why Sell Applications?
Call Center Solutions Comparison
Avaya
IP Office
NEC
SV8100
ACD Reports
CCR, CMS
My Calls
Agent Screen-pops
CCR, CMS
MyCalls, UCB
PBX
PBX
Callback Assist
UCB
CMS
UCB
Fax Queuing/ Dispatching / Inbound/ Outbound
Call Pilot
UCB
Email Queuing/ Dispatching / Inbound/
Outbound
Call Pilot
UCB
PBX
UCB
Proactive Contact
UCB
CA Module
Speech Auto Attendant
Call Pilot
UCB
CA Module
Position in Queue Announcement
Call Pilot
UCB
Video Calls
Customer Callbacks
Web Chat
Skills-based Routing
Outbound Dialer
Current
Panasonic
Panasonic +
Poltys CA
Modules
Feature
CA Module
With iLink product
←
CA Module
With Poltys product
←
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Why Sell Applications?
Unified Communications Solutions Comparison
Avaya
IP Office
NEC
SV8100
Voice Conferencing
PBX
UCB
CA Module
Video Call
PBX
PBX
CA Module
Video Conferencing
PBX
PBX
CA Module
Feature
Web Content Sharing
Mobility Client (Smartphone, PDA, Tablet)
Current
Panasonic
Panasonic +
Poltys CA Modules
UCB
One-X Communicator
UCB
Unified Communications Solutions Comparison
Avaya
IP Office
NEC
SV8100
Current
Panasonic
Panasonic +
Poltys CA Modules
Nurse Call Response
UC for Enterprise
With Poltys product
←
Patient
Appointment Reminder
PBX
With Poltys product
←
Video Calls
PBX
PBX
Web Chat
PBX
PBX
Feature
Nurse Call System Integration
Agent Screen Pops
CA Module
With Poltys product
←
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Why Sell Applications?
Competitor Solutions
Avaya
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CCR means “Customer Call Reporter”
CMS means “Call Management System”
Callback Assist
Call Pilot contained in “Unified Messaging” platform
Proactive Contact
One-X Communicator
Nurse Call Response
Patient Appointment Reminder
NEC
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MyCalls
UCB means “Unified Communications for Business”
UC for Enterprise
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Why Sell Applications?
PBX Market Trends
There is an increase in the number of IP systems being sold worldwide.
The traditional TDM system market is declining.
Dealers therefore need to
expand the range of
communication solutions that
they offer in order to compete in
an increasingly crowded market.
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2006 2007 2008 2009 2010 2011 2012 2013 2014
IP Extensions
TDM Extensions
Asterisk Terminals
Hosted VoIP
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Why Sell Applications?
Integrated Solutions with Voice and Data
The traditional borders between PBX resellers and IT reseller are increasingly
becoming blurred.
The future is moving towards
totally integrated solutions with
voice and data solutions
available for all business models.
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Why Sell Applications?
PBX Business Direction
PBX
Business
Business Concept
Solutions
Oriented
Business
Solutions = PBX + Applications
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Easy Configuration
Quality
Reliability
High Added Value
Target
Customers
Target
Customers
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Small Offices
Medium and
Large
Organizations
Contact
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Contact
Poltys, Inc.
3300 N. Main Street, Suite D
Anderson, SC 29621-4128
USA
US: +1 (864) 642-6103
Canada: +1 (905) 910-0324
UK: +44 (0)20 3002 7716
GE: TBD
RO: +40 21 319-9822
Web: www.poltys.com/ca-modules
Sales: sales@poltys.com
Support: support@poltys.com
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Thank You!
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