Panasonic Professional Call Centre Solution - Poltys CC Series - Rev1.0 24 Sep., 2013

1. 1 Position in Call centre lineup Solution For customers who need more functionality than built-in ACD function Poltys CC Series is suitable for customers who need more functionality than built-in ACD function. - Reporting for analyzing call center performance from various point of view - Monitoring for solving problems of call center in real-time - Agent tool for increasing agent productivity Professional Solution (Poltys CC series. External server required) Functionality (Screen/Reporting flexibility, Agent tool) Agents Agent tool Customer DB - Number of Supervisor : No Limitation - Various monitoring & Reporting - 20 or more types of Monitoring, 40 or more types of reporting - Agent tool integrated with customer database Supervisors Supervisor tool - Voice recording to External Server -> Recording time : No Limitation (depends on server capacity) Reporting Simple Solution (Built-in server-less solution) Supervisor tool Supervisors - Number of Supervisor : 16 Agents Reporting Monitoring - Simplified monitoring & Reporting - 3 types of Monitoring, 3 types of reporting Monitoring - Voice recording to NS1000 -> Recording time : Max. 1000 hours (Backup to NAS available) Voice Recording Capacity (Number of Agents, Voice recording time, Reporting period)

1.2 Reporting Function Solution Flexible Reporting Use Case - 1 Supervisor could manage most effective Agent shift. Weekday Call Activity Report sample Tuesday is the most Busy day of the week. By using this report, Supervisor could manage the shift schedule of Agents.

1.2 Reporting Function Solution Flexible Reporting Use Case - 2 Supervisor could evaluate Agent performance and improve activity. Lost call Report sample Analyze Lost call by each Agent By using this report, Supervisor could improve evaluating Agent performance.

1.2 Reporting Function Solution Various Reporting Supervisor could analyze Total Call Center Performance by variety of reports. Various Report over 20 Analyze Total Call Center performance by many type of report CC Series provides various type of report for allaying Total Call Center operation, and give hint to minimize Call Center operation cost.

1.2 Reporting Function Solution Reporting scheduler / Reporting format Supervisor could efficiently manage multiple-call center Effective reporting option Scheduler : Hourly / Daily / Weekly / Monthly /Custom Interval Destination : Printer / Data folder (File export ) / E-mail (as file attached) Output data (file) format : PDF, XLS, RTF, CSV, etc. Usage example Head Office Daily Report(PDF) by e-mail Branch A @ Supervisor Branch B CC Series saves time to output report manually and analyze call center performance. @ Daily Report(PDF) by e-mail

1.3 Monitoring Function Supervisor could allocate agents dynamically. Solution Flexible Monitoring Use Case Supervisor could allocate agents dynamically. Incoming ACD Calls and Lost Calls “Sum” Monitoring sample *Sum = Today’s total Today, there are many Lost calls rather than usual. Supervisor could find current call center problem and make the countermeasure by “ Sum Counter (Today’s total counter) “ monitor.

1.3 Monitoring Function Solution Monitoring Screen – Screen Customize Supervisor could efficiently monitor the call center situation. Screen Customize sample Available monitoring items Select and create monitoring screen - Total Incoming Calls - Incoming ACD Calls - Incoming Non ACD Calls - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls - Lost ACD Calls - Abnormal Calls Outgoing Calls etc. Supervisors could monitor only their desired items so that it is easy to see.

1.4 Agent Tool : CC Agent Customer database integration Use Case Solution Customer database integration Use Case Agent A 2. Agent A registers customer data and attendant history. Personal information Buying history Inquiry history Etc. 1. Call for the first time. Customer Customer database 3. Call for the second time. Agent B 4. Agent B could respond to the customer based on the information that Agent A registered. By using common customer database, any agent could attend smoothly to the customer.

1.4 Agent Tool : CC Agent Solution Main Windows The CC Agent is the tool for handling a call and processing the information. Call handling & Call History field Status Control : - Login / Logout / Break / etc. Call Handling : - Answer call / Make call / Hold call / Transfer call / etc. Call History : - Attendant result (OK, Not Good, Pending, Closed) - Attendant memo (free area) Customer Data field Customer information: - Name / Company / Address / e-mail / Phone number / etc. - Free User Field (Buying history, Inquiry history, etc.)

1.4 Agent Tool : CC Agent CRM integration Solution CRM integration CCAgent works standalone using the internal customer database or can integrate with Poltys CRM Integration add-on that supports the following external CRMs: Microsoft Outlook Microsoft Dynamics Act! Goldmine Maximizer Tigerpaw Salesforce Any Microsoft TAPI compliant CRM system

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Reporting Function Appendix – Reporting templates Solution Appendix – Reporting templates CC series provides 22 types of templates. For most of case, these templates are enough to analyze call center activity. Trunk Based Report CO Call Log Report / Lost Calls Report Agent Based CO Call Report Call Trunk Report / Analysis Report Agent Activity Report Agent System Report / Agent Report Presence Report Resource Utilization Report Outgoing Dialed No Report/Account code report Department Report/Call Ext Report Call DID Report/Intercom Report Resources by time/Charge Report/ Ext.charge report Group Based Report Agent Group Report Incoming Call Group Report Weekday Activity Week Call Activity Customer Based Report Incoming Caller ID Report

1.2 Monitoring Function Solution Appendix – Group/System Active(real-time) Counter CC series provides following real-time monitoring (current situation) items. Supervisors could confirm more detailed current situation of the call centre. - Total Incoming Calls - Incoming ACD Calls - Incoming Normal ACD Calls - Incoming Overflowed ACD calls from Other - Incoming No Answered ACD calls from Other - Incoming Non ACD calls - Total Waiting Calls - Waiting ACD Calls - Waiting ACD Calls in Queue - Waiting ACD Calls in Agent - Waiting Non ACD Calls in Agent - Longest waiting time - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls - Outgoing Calls Log In Agents(Idle, Busy, Wrap-up, Break) Call monitor (current situation for each call) etc. * Red text : almost same as NS1000 built-in Supervisor could select desired items to be monitored and customise screen layout.

1.2 Monitoring Function Appendix Agent counter Solution Appendix Agent counter Each agent’s activity could be monitored. Agent Counter : Call related Agent Counter : Time related - Total Incoming Calls - Incoming ACD Calls - Incoming Normal ACD Calls - Incoming Overflowed ACD calls from Other - Incoming No Answered ACD calls from Other - Incoming Non ACD calls - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls Outgoing Calls etc. - Idle Time - Break Time - Wrap-up Time - Busy Time - Talk Time +Hold Time - Average Waiting Time - Average Talk Time - Average Hold Time - Longest Waiting Time - Longest Talk Time - Longest Hold Time - etc. Supervisor could select desired items to be monitored and customise screen layout.

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Modification 20130924-01 　1 NS1000 V3.0 Professional Call Centre solution_Rev1.0_24Sept2013.pptx - 1st release 17