www.poltys.com call center professional (ccpro). ccpro: overview powerful call management tool –...

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Call CenterProfessional

(CCPro)


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


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


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 email to supervisor if

threshold value is exceeded


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


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


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


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



• 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)



• 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



• 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



• 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



• Handle information– Agents

• Add• Delete• Edit• Voice Recording• Sort Fields• Import• Export

– Customers• Add• View• Modify• History• Import• Export• Sort Fields



• 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


• 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

CCPro: Agent Call Handling


• 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

CCPro: Agent Pop-up Window


CCPro: Agent Automation

• Customize sound notifications

• Automatic new Customer addition by the Caller ID

• Personal Agent phonebook

• Dial from any Windows application


CCPro: Contact

• If you have any questions or need assistance, please contact us– Phone: +1 (864) 642-6103 – Web: www.poltys.com – Email: [email protected]

– 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

• To find out more you can always request


Thank You!Thank You!

www.poltys.com call center professional (ccpro). ccpro: overview powerful call management tool –...

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