NS1000 V3.0- Call Centre Solution Lineup -

Rev1.0 08 Aug., 2013

2

1. 1 Overview

Panasonic Call Center / Contact center solution LineupSolution

Simple Solution (Built-in server-less solution)

- Voice recording to NS1000 -> Recording time : Max. 1000 hours (Backup to NAS available)

Professional Solution (Poltys CC series)

Sophisticated Solution (Cytrack CyCC series)

Panasonic provides Call center / Contact center solution as Panasonic solution lineup. You can offer suitable solution according to the customer’s requirements.

Capacity (Number of Agents, Voice recording time, Reporting period)

- Simplified monitoring & Reporting

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- Main Target : 5 to 15 Agents

- Main Target : 10 to 100 Agents

- Main Target : 100 or more Agents (Full time Contact Center )

- Multi-media channel (Contact from Web, chat, e-mail, SNS )

- 3 types of Monitoring, 3 types of reporting

Voice Recording

Internet

- Various monitoring & Reporting- 20 or more types of Monitoring, 40 or more types of reporting

- Agent tool integrated with customer database

- Voice recording to External Server -> Recording time : No Limitation (depends on server capacity)

Supervisor tool

Monitoring

Agent tool Customer DB

Agents

Supervisors

Reporting

Agents

Monitoring

Reporting

Supervisor toolSupervisors

Agents

3

1. 1 Overview

Panasonic Call Center / Contact center solution System configurationSolution

- CA Pro or- CA Operator Console

Agent

Supervisor - CA Supervisor or- Web Browser for 　 ACD function (Monitoring & Reporting)

Agent

- CC pro server for Agent and Supervisor- CC Record pro server for Voice recording

Supervisor- CC Supervisor (CC View) or- Web Browser (CC View 2012)

- NAS for voice data backup

- CC Agent

Simple Solution (Built-in server-less solution)

Professional Solution (Poltys CC series)

Agent

Supervisor- CyReport, CyQ

Call distribution engine, Agent control, etc.

Sophisticated Solution (Cytrack CyCC series)

- CyCC server for Agent and Supervisor- Optional modules for multimedia contact

Call distribution engine, Agent control, etc. - CyConsole

Call distribution engine, Agent control, etc.

4

Comparison Solution

Simple solution(Built-in ACD)

Professional Solution

Sophisticated Solution

System Requirement No Server required Server Required Server Required

Agent tool CA Pro / CA Operator Console

CA Pro / CA Operator Console/CC Agent

CyConsole

Reporting

Number of Reporting type 3 types(Group report, Agent

report, Call Log)20 or more types 30 or more types

Reporting format Fixed Flexible Flexible

Reporting period2 month

No Limitation(Depends on Server)

No Limitation(Depends on Server)

Call Log typeIncoming ACD call

Incoming ACD/Non ACD call, Outgoing call

Incoming ACD/Non ACD call, Outgoing call

Number of call log Standard CF -> 10,000calls Optional CF(SM-L/M/S) -> 600,000calls

No Limitation - Depends on server - About 100 byte / call

No Limitation - Depends on server - About 100 byte / call

Reporting data formatCSV, Print out CSV, Print out, PDF, XLS

CSV, Print out, PDF, 　XLS

Automatic reporting data output No

Yes (Print out, By e-mail, output as file)

Yes (Print out, By e-mail, output as file)

Panasonic Call Center solution Lineup

5

ComparisonSolution

Simple solution(Built-in ACD)

Professional Solution

Sophisticated Solution

Monitoring

Real-time call counter 2 types 20 or more types 30 or more types

Cumulative call counter (Today’s total Lost calls, etc.)

No Yes Yes

Real-time Agent status monitor 1 type 10 or more types 10 or more types

Monitoring Screen customize No Yes Yes

Required tool for Supervisor Web browserWeb browser or

dedicated toolWeb browser or

dedicated tool

　Voice Recording

Recording time Max 1,000h * Optional CF(SM-L)

No Limitation - About 3.5h / GB

No Limitation - About 3.5h / GB

Recording data backup Backup to NAS * Payer available (same

looking as CC series)

Backup to storage device

Backup to storage device

How to playback recorded voice

- Login to mailbox, then playback from telephone

- Search the call log (searched by time, caller ID, etc.), then double-click the call log.

- Search the call log (searched by time, caller ID, etc.), then double-click the call log.

Integration with Customer Database No Yes Yes

Call Distribution engine PBX built-in PBX built-in External Server

Contact from Web, e-mail, etc. No No Yes

Panasonic Call Center solution Lineup

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Modification

20130808-01 　 0 NS1000 V3.0 Call Centre_solution_LineUp_Rev1.0_08Aug2013.pptx - 1st release