Overview

Powerful call management tool that provides: Agent call control, instant messaging and customer information repository Agent screen popup for quick customer identification Comprehensive real-time and historical tools for Agent call tracking/ recording/ coaching and Queue statistics CCPro inherits all the CCView functionality and provides comprehensive Agent pop-up integration as follows: Direct integration with Outlook, ACT! and Goldmine CRM systems Direct CRM integration with Maximizer, Tigerpaw and Microsft CRM 3.0 by using Poltys 1st -Party TSP add-on Custom integration with NetSuite ERP and Sales Force CRM CCPro provides optional add-on that tells the caller the estimated hold time they can expect in the Queue. Using the DISA/OGM board, calls are answered and the IVR plays the estimated hold time based on the current statistics and past performance.

Key Features

• Compatible with Panasonic KX-TDA/ KX-TDE/ KX-NCP IP-PBXs
• Connect to up to 8 networked Panasonic IP-PBXs simultaneously
• Advanced call handling features: transfer, consultation, conference
• Wallboard like flexible monitoring for system, queues, groups, Agents and calls
• Full PBX ACD statistics, reports and call billing
• Direct Agent pop-up integration with Outlook, ACT! and Goldmine CRM systems
• Supervisor control over Agent: start/ stop voice recording, login/ logout Agents, enable/disable chat
• CCRecord ready

• Benefits

• Evaluate Call Center performance versus service level objectives
• Help increase customer service quality through Agent call recording and proactive staff coaching
• Increase Agent productivity with customer pop-up window
• Monitor simultaneously all queues, groups or Agents
• Support up to 100 Agents