www.poltys.com

• Powerful call management tool
– Agent call control, instant messaging and customer information repository
– Agent screen popup for quick customer identification
– Comprehensive real-time and historical tools for Agent tracking and Queue statistics
– Provide distributed connectivity to multiple remote PBXs via intranet
• CCRecord Pro and CCIVR ready
• Target Customers
– Small/Medium Call/Contact Centers
– Any SMB which do care about the customer relationship quality www.poltys.com

• Integrates with Panasonic KX-TDA/ TDE/ NCP IP-PBXs
• Connect to up to 8 remote IP-PBX simultaneously via intranet
• Wallboard-like flexible monitoring
– System, Queues, Groups, Agents and Calls
• Full ACD statistics, reports and call billing
• Comprehensive Call Log information
• Call handling
– Transfer
– Consultation
– Conference
– 2-Way Recording
• Dial from any Windows application or by phone book www.poltys.com

• CRM Integration Support
– Built-in for Goldmine, ACT! and
Outlook
– Custom via Microsoft ActiveX technology
– 1 st -party TSP for integration with
TAPI compliant CRMs (e.g.
Maximizer)
• Agents Management
– Start/ Stop Voice Recording
– Enable/ Disable Chat
– Log-in/ Log-out
– Handle Agents information
– Call Monitor
– Call Park
• Global filtering at ACD Group level
• Enhanced Supervisor productivity
– Save, load, export, import user profiles
– Security passwords
– Auto login
– Access Code window
• Threshold
– Alarms
• Lost calls
• Calls in Queue, etc.
– Actions
• Play a wave
• Flash main window
• Send an email to supervisor if threshold value is exceeded www.poltys.com

• DISA/ OGM Estimated hold time in Queue
– Tell the caller the estimated hold time they can expect in the
Queue using IVR interactions provided by OGM/ DISA IP-PBX boards
– Estimation based on current statistics and past performance
– Compatible with Panasonic VPS devices only
• CRM Integration - 1 st -Party TSP
– Enable integration with any Microsoft TAPI compliant CRM system of choice
• Maximizer
• Tigerpaw
• Microsoft CRM 3.0
– Call Control
• Make Call
• Answer Call
• End Call
• Hold/ Un-hold
• Blind Transfer www.poltys.com

•
• Improvements with Call Recording
– Customer service levels
– Management of customer information
– Proactive agent training
– Call quality
– Staff evaluation
Monitor simultaneously
– Queues
– ACD Groups
– Agents
•
• Rapid ROI through low initial investment
Increase
– Agent productivity with customer pop-up window
– Loyalty by improving customer satisfaction
– Overall business performance
– Evaluate Call Center Performance
– Service Level Objectives www.poltys.com

• Collect information
– ACD groups
– Extensions
– Extensions allocation to different ACD groups
• Listen to voice recordings via
Call Logs
– Access restrictions based on DIDs and/ or extensions
• Call Park
• Manage the customer information associated with the Caller IDs www.poltys.com

• Real-time information
– Status of each Agent (idle, busy, etc.)
– Type of the call (incoming, outgoing, internal)
– The phone numbers for each party involved in the call and customer’s name
• Manage over 100 types of counters and timers
– Active Counters
– Cumulative Counters
– Peak Counters
– Active Timers
– Cumulative Timers www.poltys.com

• Real-time statistics
– Predefined performance graphs
– Custom performance graphs
– Counter graphs
• Call traffic activity
– Agents
– PBX line/ Dialed number
– Call duration
– Customer Name
– Lost calls
– Incoming calls for ACD
– Queue time
– Overflow calls
– No Answered calls
– Time range
– Type of the call (incoming, outgoing, internal) www.poltys.com

• Shipped with predefined report templates
– 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
• Call Result Report
•
Presence Report
– Group Based
• Agent Group Report
• Call Group Report
– Customer Based
• Incoming Caller ID Report
– Call Billing
• Call Cost Report
• Account Code Report
• Ext Charge Report
• Charge Report
– Resource Utilization
•
Outgoing Dialed No Report
• Department Report
•
CO Ext Report
• Call DID Report
•
Intercom Report www.poltys.com

• View, print and drill down on stored information
• Export in different portable formats
– PDF, Word, Excel, RPT, CSV
• Customizable by
– Advanced Filtering
– Field Chooser
– Time Division
– Date Selection
– Paper Format
• Schedule reports
– Export
– Print
– Send to multiple e-mail addresses www.poltys.com

• Call Logs
– CO Call Log
• Agent Based
• CO Based
– Intercom Call Log
– Agent Call Log
• Manage Call Logs Information
– Lookup
– Advanced Filtering
– Field Chooser
– Print
– Delete records
– Export
– Schedule Export
– Sort Fields
– Listen Voice Recording www.poltys.com

• Handle information
– Agents
• Add
• Delete
• Edit
• Voice Recording
• Sort Fields
• Import
• Export
– Customers
• Add
• View
• Modify
• History
• Import
• Export
• Sort Fields www.poltys.com

• Call Costs
– Phone Number Prefix
• Per Minute
• Flat Rate
– Minimum Call Duration
– Call Cost Report
• Call Charges
– Globally predefined billing items
• General Charges
• Additional Charges
• Additional Types of
Charges
• Taxes
– Customization
• Per Extension
• Add/Delete/Modify
• Billing Reports www.poltys.com

• Using buttons
– Place a call
– Answer a call
– Hang up
– Consult another party
– Connect parties
• Using menu
– Transfer a call
– 2-way record for incoming and outgoing calls
– Chat and Assist Me tools www.poltys.com

• Incoming call in a pop-up screen
– Call information
– Customer information from the database
• Fill in for later use
– Customer Request
– Customer Records
– Call Result
– Agent Notes
• Filter information
– Call Log
– Real-time Counters
• Break Reason for presence reporting www.poltys.com

• Customize sound notifications • Personal Agent phonebook
• Automatic new Customer addition by the Caller ID
• Dial from any Windows application www.poltys.com

• To find out more you can always request
– Demo version
• Integrates a PBX simulator
• Automatically generates calls
• Contains all the features of the full-released version with a number of limitations
– 30-day free trial version
• Contains all the features of the full version
• If you have any questions or need assistance, please contact us
– Phone: +1 (864) 642-6103
– Web: www.poltys.com
– Email: sales@poltys.com
www.poltys.com

www.poltys.com