Call Center system

PanaPRO
Suitable for Panasonic PBX
KX-TDA KX-TDE KX-NCP KX-NS KX-NSX
Where to use?
PanaPRO system is designed to support the work of call centers.

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It works in such areas as:
– Second level
● Helpline
• Third level
● Helpdesk
– Fourth level • Click to edit Contents text
● Healthcare (patients registration)
Fifth level – Second level
● Public administration • Third level
● Customer service – Fourth level
Fifth level
What is possible?
● PanaPro allows calls reporting in the PBX, incoming, outgoing and
● PanaPro supports agent’s wo
internal calls as well,
current connections and iden
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● System allows reporting of log-in time of agents in each groups,
– Second level ● It sends the information abou
• Third level
● It provides online view on the current status in PBX - waiting queue
– Fourth level • Click to edit Contents text
in groups, accessibility of external ports, agents and internal
Fifth level – Second level
numbers status ,
• Third level
– Fourth level
Fifth level
The system scheme

Standard phone
Panasonic PBX
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PanaPRO server level
– Second
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level WallBoard
• Third level
– Fourth level
LAN Fifth level
Agent network
Administrator
Modules of PanaPro system
● The Server’s module ● The supervisor’s console module

●• The
Click to edit
Analyzer Contents
module text ● The agent’s position module
– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The serwer module
PanaPRO server module is central application of the system.

● It is responible for communication with Panasonic central. ● It is also responsible for commun
of PanaPRO system.
●
• ItClick to edit Contents text
saves the processed information to the database
– Second level ● It enables informations’ transfer
• Third level receiving a comannds from exte
– Fourth level • Click to edit Contents text
login / logout from group)
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The serwer module operating system
PanaPRO server module is a service which acting based on Windows systems:

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– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The serwer module
- Windows required components
For proper work the server of PanaPRO system need to run :

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● Server IIS ( Internet Information Services )
– Second level
• Third level
– Fourth level • Click to edit Contents text
● Database MSSQL server in free Express version or full SQL Server version
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The analyzer module
● The analyzer module is a tool for reporting and analysing of
● Access to the reports is realized by
incoming and outgoing calls from the PBX and agents log-
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time to each groups in PBX.
the web server IIS.
– Second level
● Together• with
Third level from Panasonic PBX it gives you
recordings
– Fourth
access to recorded level
conversations. • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The analyzer module
The analyzer allows you to generate two kind of reports:

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– Second level
CARRIER • Third level
General
Agent report
reports
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
CO ports EXT ports
The analyzer module
General reports

● General reports are based on the real amount of

● Based on these records, can we create rep
incoming calls.
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– call
Second levelas one record in database, no PBX, lost connections, answered calls etc.
● Each is recorded
• Third
matter how level calls it passed.
many internal
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The analyzer module
General reports

● In these reports, the waiting time is counted from the

moment of start calling to the pick up by any
• internal.
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● – of
Time Second level
speakingis counted from the first pick up by
• Third
any internal level
number up to the end of the call.
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
Waiting time Time
– Fourth of talking
level
Fifth level
Calling from outside IVR message
The analyzer module
The group of general reports includes the following reports:

● Daily report ● Report for groups of DDI numbers

●• Report
Clickfortodays
edit Contents text ● Detailed report - billing
– Second level
● • DDI
Report for Third level
numbers
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The analyzer module
Agent reports

● The agents reports are based on the calls, which ● Based on these records can we create rep
were made or answered by agents or internal tell us about work and efficiency of each
• numbers
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– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
The analyzer module
The group of agents’ reports includes the following reports

● Summary report for internal numbers

● Log-in detalied report

•● Detailed
Click report/billing
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– Second level
● • Thirdreport
Log-in summary level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
All reports can be generated as CSV files and then can be imported into
the other applications reports Fifth level
Console module
The console module is an application designed for the supervisor. It enables real-time preview of the curre
situation in PBX.
● Amount of waiting calls for each group ● Agents login status in groups

•● Amount
Click oftowaiting
edit calls
Contents
for each text
DDI numbers ● Call statistics for the current day
– Second level
● • Third
Accessibility level
of agents ● Counters, alarms, triggers
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
Console module
Panel of DDI numbers

Counter of calls waiting for Daily statistics of incoming call

answer and ongoing calls on a for the DDI number
• Click to edit
given DDI Contents text
number
– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level

The preview on efficiency and lost calls in

each hour of the day
Console module
Group information panel

The counter of currently

• Click to edit Contents text available agents ( logged in and
– Second level not making a conversation)
• Third level
– Fourth level • Click to The
editcounter
Contents text agents
of logged
Fifth level – Second level
• Third level
The counter of call waiting calls for each
– Fourth level
groups
Fifth level
After exceeding the declared value of the
alarm, fields blink orange or red depend
on stage of alarm ( two-stages alarm)
Console module
Internal / agent number panel

List of internal numbers in the group. White

background numbers are the numbers logged into
the •group. Grey Daily statistics of internal
Click tobackground
edit Contentsnumbers
textare logged
out from the group number calls
– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level

Preview on accessibility of internal

number. Green is not talking, red is
talking
Console module
Information about accessibillity of CO lines
City port busy by an incoming
call

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– Second level City port busy by an outgoing
• Third level call
– Fourth level • Click to edit Contents text
Fifth level – Second
Counter of alllevel
currently busy city port
• Third level
– Fourth level
Fifth level
After exceeding the declared value of the
alarm, fields blink orange or red depend
on stage of alarm ( two-stages alarm)
Telephone module – agent position
Telephone module is an application installed on agents positions,
which support agent’s work by:
● Access to contacts database
● Preview on waiting counters
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● Access to calls history
– Second level ● Preview on accessibility of other internal
• Third level
● Identification of customer from database
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level
Telephone module – agent position
DSS keys

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– Second level
• Third level
– Fourth level • Click to edit Contents text
The entrance to
the contacts Fifth level – Second level
database • Third level
Field of counters
– Fourth level
Calls history Fifth level

Field of customer’s
data
Control of
conversation
Telephone module – agent position

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– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
Calls history
– Fourth level
window
Fifth level
Telephone module – agent position

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– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth Customer’s
level
Fifth card
level
Telephone module – agent position

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– Second level
• Third level
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Fifth level

DSS keys
window
Module of communication
with external CRM systems
Panasonic PBX

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– Second level Agent’s position based
• Third level on external CRM
– Fourth level • Click to edit Contents text
Fifth level – Second level
• Third level
– Fourth level
Request HTTP with call information
Fifth level

Request with command of dialing number

PanaPRO External CRM

server
Rainbow Tour

Case study
Rainbow Tour – case study

Rainbow is one of the largest tour operators in Poland. The head office is located in Lodz,
•where
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also the Call Center based on Panasonic KX-NS1000 solution and PanPro system is
– Second level
located. The flexibility of this solution and the use of IP technology also enabled the use of
• Third level
the resources of people working in salons located throughout Poland.
– Fourth level • Click to edit Contents text
Fifth level – Second level
PanaPro system supports two main sections:
• Third level
– Fourth level
● Call Center designed for individual clients.
Fifth level
● Help Desk for tour operators selling tours and responsible for maintaining and gaining new
travel destinations
Rainbow Tour – case study

Rainbow Tour needings:

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– Second
● Reporting level
all agents activities
• Third level
● – Fourth
Online monitoring level
of queues status and SLA • Click to edit Contents text
Fifth level – Second level
● Voice recording and connection with reports
• Third level
– Fourth level
Fifth level
● Possibility to log-in, log-out agents by supervisor

● Totaly 89 agents, 300 DDI

Rainbow Tour – case study

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Ext. call text
– Second level   Agent (PC + Panasonic
Phone)
• Third level
Installed licenses:
– Fourth
KX-NSF201W – advanced
level
  CC in NSX with
• PanaPRO
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Agent (PC + Panasonic
queue announcement Fifth
  level – Second level
server Phone)
KX-NSF101 – CTI to PanaPRO
  • Third level
KX-NSU001,002,003 for automatic two way
recording
–Agent (PC + Panasonic
Fourth
Phone)
level
KX-NSX1000 PBX Fifth level

Supervisor

Analyzer
Rainbow Tour – case study

Rainbow Tour after PanaPro implementation:

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• – Second
Online level
monitoring both DDI numbers
• Third level
• Online monitoring efficiency
– Fourth level • Click to edit Contents text
• Fifth
Online call statistics level waiting, active etc. – Second level
– answered,
• Third level
– Fourth level
Fifth level
Rainbow Tour – case study

Rainbow Tour after PanaPro implementation:

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• Online monitoring
– Second both groups
level
• Third level
• Online monitoring agents status
– Fourth level • Click to edit Contents text
• Fifthagents
Possibility to log-in/out level in urgent cases – Second level
• Third level
– Fourth level
Fifth level
Rainbow Tour – case study

Rainbow Tour after PanaPro implementation:

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• – Second
Advanced levelfor DDI
reporting
• Third level
• Advanced reports for agents work
– Fourth level • Click to edit Contents text
• Fifth level
All visible on diagrams – Second level
• Third level
• Dedicated reports for voice recording
– Fourth level
with wav files
Fifth level
Pricing example
Pricing example - requirements

Below we have requirements from potential end customer:

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• – Call
20 Second
Center level
agents with application on Windows, all divided into 3 CC groups
• Third level
• 1 Supervisor for online monitoring
– Fourth level • Click to edit Contents text
• Advanced reports Fifth leveland for DDI
for agents – Second level
• Third level
• Voice recording and advanced reporting with possibility searching
– and filtering
Fourth recorded calls
level
• All based on NS500 system
Fifth level
Pricing example - quotation

What is needed in NS500 system:

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– Second level
Model • Third
 Name level
Number   Description  qty price EUR nett Total EUR nett
– Fourth level • Click to edit Contents text
KX-NS5134X SD(XS)
Fifth  level 2GB SD Memory card, VM recording time:40H
– Second level
VOIP DSP-S card - VOIP, DISA, Conference &
1 EUR 280 EUR 280
KX-NS5110X DSP-S 8887549530074 1 EUR 280 EUR 280
Unified Messaging
• Third level
Automatic 2 Way Recording Management -
KX-NSU002W KX-NSU002 5025232678907 – Fourth
Enables Automatic Recording Management for
all users
 1 EURlevel
563 EUR 563

KX-NSU003W KX-NSU003 5025232678891 UM Enabled Backup scheduling - Enable  1

Fifth level
EUR 397 EUR 397
backup of Unified Messaging data

KX-NSF101W KX-NSF101 CTI - 3rd Party system CTI interface - Enables

5025232620388 CSTA 1 EUR 463 EUR 463
Port for applications other than CA Server
Expand 4 ports Unified Messaging - Additional
KX-NSU104W KX-NSU104 5025232678877  2 EUR 819 EUR 1638
4 channels of Unified Messaging (Max 24 ch)
Pricing example - quotation

What is needed for PanaPro enviroment:

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• – Second
Server level
with Win10Pro workstation (for 10 agents will be fine) or Win Server
• Third level
• MSDE installed on above
– Fourth levelmachine or access to MSSQL
• Click of end
to edit customertext
Contents
Fifth level – Second level
• Windows system on agents computers
• Third level
– Fourth level
Fifth level
Pricing example - quotation

... and PanaPro licenses as below on green:

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– Second level Name
Asdat Applications Description    qty Type Price EUR nett
   

• Third  level
PanaPro        

3AS-PANAPRO-005 – 3AS-PANAPRO-005 • key

Fourth levelPanaPro 005 users - PanaPro Click to edit Contents
for 005 users Licence text
570 €
3AS-PANAPRO-010
Fifth level – Second level Licence 1,030 €
3AS-PANAPRO-010 PanaPro 010 users - PanaPro key for 010 users
3AS-PANAPRO-020 3AS-PANAPRO-020 PanaPro 020 users - PanaPro key for 020 users 1 Licence 1,910 €
3AS-PANAPRO-050 3AS-PANAPRO-050 PanaPro 050 users - PanaPro key for 050•users
Third level Licence 3,550 €
3AS-PANAPRO-
3AS-PANAPRO-CONSO CONSO
supervisor) – Fourth
PanaPro Console - PanaPro Supervisor Console (per 1
1 level
Licence 860 €

3AS-PANAPRO-ANALY 3AS-PANAPRO-
ANALY
PanaPro Analyzer - PanaPro Analyzer for CC statistics
and reports
Fifth
1 level 860 €
Licence
3AS-PANAPRO-DIAL 3AS-PANAPRO-DIAL PanaPro Dialer - PanaPro outband dialer 1 Year Licence 860 €
Thank you!