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NEC’s Call Center Update

NEC’s Call Center Update. Presentation Outline. Today’s ACD/MIS Global Navigator Network ACD Desktop ACD Agent Future Development Integration Update Remote Digital/Analog Agents New Terminals. Today’s ACD/MIS. Abacus Global Navigator ACD II ACD III ACD IV. Abacus S/W.

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NEC’s Call Center Update

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  1. NEC’sCall Center Update

  2. Presentation Outline • Today’s ACD/MIS • Global Navigator • Network ACD • Desktop ACD Agent • Future Development • Integration Update • Remote Digital/Analog Agents • New Terminals

  3. Today’s ACD/MIS • Abacus • Global Navigator • ACD II • ACD III • ACD IV

  4. Abacus S/W Global Navigator 250 seats ACD II 350 seats ACD III Today’s ACD/MIS w/ Infolink 100,200,300,400,500 seats TCP/IP Infolink ACD IV

  5. ACD Release IV ACD IV-50* GLOBAL-STANDARD Navigator-50 Navigator-100 Navigator-200 Navigator-300 Navigator-400 Navigator-500 GLOBAL-CENTRAL Navigator-600C Navigator-900C Navigator-1200C NETWORK ACD 3 site, 600 seat 6 site, 900 seat 9 site, 1200 seat New Packaging * = future release

  6. ACD Release IV • TCP/IP Infolink • 16 Multi-split Agents • Agent Personal Queuing • Call Recover • Call Control Vectors (Standard) • Last Agent Log-off Warning

  7. ACD Release IV Package ACD 200 Seats 100 Seats 50 Seats (future)

  8. ACD Release IV Module ACD (Redundancy) 500 Seats 400 Seats 300 Seats 200 Seats 100 Seats 50 Seats (future)

  9. Global Navigator • 133 Mhz Pentium • 32 MB RAM • Ethernet Card • Tape Deck • NEC C-400 Monitor • Digi Box and Board

  10. Enhanced Hardware Built-in Tape Deck New Source Code Easy Upgrades Database Conversion Conversion Kit Multi-lingual New Seat Sizes NavMat Software Client Term (95NT) Global Navigator

  11. Global Navigator NEAX2400 Network Supervisors async Client Term NavMat New York Nashville Public or private G-Navigator (Centralized) TCP/IP LAN HOST (ethernet or async) Dallas

  12. Network ACD Features • Requires 5200 Rel. 2 or ICS -6000 S/W • Look Ahead Capability • Queuing to first available agent in the Network • Routes callers over public or private network • Routing is transparent to caller • Statistical Routing checks

  13. Network ACD Global Navigator Sales NewAccounts Support Sales Support NewAccounts 800# Sales Support Support NewAccounts

  14. Desktop ACD Agentfrom NEC America, Inc.

  15. Desktop ACD Agent Overview • Windows 3.1X or 95 based s/w application • Based on Microsoft’s TAPI 1.x protocol • Works with NEAX2400 or 2000 IVS • Supports Keyboard and Mouse Operation • Uses NEC’s PC Telephony Adapter or Dterm PC • Can access ODBC compliant Databases • Software Security Key

  16. Desktop ACD Agent • Call Logging • Screen Pops • Directory Dialing • Personalized Announcements* • Personalized Answering Service* • Night Service * • Live Recording * • Call Screening* * Only available with Dterm PC

  17. Future Development • ACD IV (50 Seats) • ACD Terminal (Dterm E) • Remote Digital Agents (BRI) • Remote Agents (Server-based) • Digital Recording Solutions (Certified) • Predictive Dialers (Certified) • Internet Web Page (Certified)

  18. Teletone (remote agents) Spectrum(wallboards) AAC (wallboards) TCS (schedule/forecast) TFB (IVR/web page) MCK (remote agents) DataRace (remote agents) Intervoice (IVR/predictive) Comverse (Recorders) Teknekron (Recorders) Dictaphone (Recorders) Davox (predictive) Melita (predictive) Edify (IVR/faxback) Wygant (IVR/recorder) LINKON (IVR/faxback) Fusion Alliance Program Yellow = requires future development

  19. Data System Desktop ACD software LAN Infolink CC-98 MIS Analog IVR • scheduling • forecast • Wallboard • Host Database • screen pop Analog Digital Recording Analog Predictive Dialer

  20. Total Call Center Solution 1-800 callers Host DB IVR server predictive dialer internet web page NEAX 2400 PBX Infolink digital recorder PSTN ISDN/POTS PSTN PSTN fusion TAPI PDD digital agents remote agents CTI Agent MIS supervisor scheduling forecast

  21. “The Anywhere Office” Voice mail ACD functionality Speed Dial Message waiting Conference Paging Muliple line appearance Access to e-mail

  22. Dterm Extender - ISDN • Works on both NEAX PBX & Electra KTS • What is required ? • Dterm Series III or E Digital Port • Dterm Series E Class B Telephone • Pair of Dterm Extenders • Pair of Terminal Adapters • ISDN BRI lines

  23. A TYPICAL SET-UP Head Office Branch Office PBX/KTS Digital Sets PC’s * * Remote Extenders * Network **Switch Extenders * * * * TAs required for ISDN Server

  24. Digital Network Off-Premise Extender • Remote User -Access to all PBX features • Uses an ISDN BRI circuit for transmission through a terminal adapter • Simultaneous Voice & Data over single B ch. • Dynamic bandwidth allocation - data speed 38.8 • Additional data throughput can be accomplished by connecting to the second B channel • Operation Modes - Continuos or Call on demand

  25. Other Concept Head Office Remote location PBX/KTS Analog PCMCIA Client S/W Incoming POTS Server .34 * * Analog * Network * .34 Client S/W 4-16 ports * PCMCIA LAN * PCMCIA .34 25.5K Data 8.5 K Voice Client S/W

  26. Target Markets PBX Extenders • At-home call center agents • Telecommuters • Executives • Satellite offices • After-hours workers • Physically challenged workers • Part-time employees

  27. “Anywhere Office” Locations • Hotels / Motels • Satellite Offices • Teleworking • Teleservices • Virtual Office

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