1. Call Center
Professional
(CCPro)

2. CCPro: Overview 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

3. CCPro: Key Features 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

4. CCPro: Key Features (cont’d)
CRM Integration Support
Built-in for Goldmine, ACT! and Outlook
Custom via Microsoft ActiveX technology
1st-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 to supervisor if threshold value is exceeded

5. CCPro: Add-ons 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 - 1st-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

6. CCPro: Benefits 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

7. CCPro: Supervisor Features
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

8. CCPro: Supervisor Features (cont’d)
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

9. CCPro: Supervisor Features (cont’d)
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)

10. CCPro: Supervisor Features (cont’d)
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

11. CCPro: Supervisor Features (cont’d)
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 addresses

12. CCPro: Supervisor Features (cont’d)
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

13. CCPro: Supervisor Features (cont’d)
Handle information
Agents
Add
Delete
Edit
Voice Recording
Sort Fields
Import
Export
Customers
View
Modify
History

14. CCPro: Supervisor Features (cont’d)
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

15. CCPro: Agent Call Handling
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

16. CCPro: Agent Pop-up Window
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

17. CCPro: Agent Automation
Customize sound notifications
Automatic new Customer addition by the Caller ID
Personal Agent phonebook
Dial from any Windows
application

18. CCPro: Contact 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)
Web:

19. Thank You!