NEC UNIVERGE NEAX 2000 IPS - Manual (Page 235)

Chapter 12 Automatic Call Distribution with MIS
UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12- 11
Issue 6
Reports (Q-Control)
Because access to timely and relevant information is critical for effective contact center management, a
comprehensive reports package comes standard with every Q-Master solution, ensuring that users
have the tools to run a contact center at peak efficiency. An onboard database holds statistics on every
facet of every contact from the time it arrives at the telephony switch through to its termination (cradle
to grave), allowing managers to report on areas such as volume, agent activity, abandonment rates,
wrap-up codes and service levels. More than 120 reports are available detailing all aspects of the
contact center operation. List of feature included with Reports (Q-Control):
Detailed queue and agent reporting analysis
Business reports on wrap-ups and service levels
Ability to reformat data into graphs and tables
Single integrated reports package covering telephony, email, web-based and outbound contacts
Automatic report scheduling Simplified Wizards to configure and run reports data export to
compatible packages
Historical data archiving and retrieval
Announcements (Q-Announce)
Holding for any length of time is a frustrating experience for callers and projects the wrong image for a
business. With Q-Announce users can configure each queue to play informative, specific messages
that a hold a caller’s attention and reduce the chance that they will abandon the call. With Calling Line
ID enabled Q-Announce can recognize and play customized messages to a particular customer.
Perhaps the most powerful feature of Q-Announce is its ability to keep callers informed of their position
in the queue and the estimated wait time. This improves customer satisfaction and ensures that callers
won't hang up just before they reach the front of the queue. List of features included with
Announcements (Q-Announce):
Progress Announcements - this simple technique significantly reduces the number of
abandoned calls. Our results have proved that informed callers are 30% more likely to wait on
hold.
Automated Attendant - splits a single telephone number into numerous queues. Callers are
then prompted to select the appropriate destination from a list, reducing wait times and
connecting customers to the correct agents.
Multi-language Capability – record each queue announcement in multiple languages. The
language played to the caller is determined by the inbound number they dialed, the menu option
they selected or their calling line ID.
Audiotext - pre-recorded information menus provide answers to commonly asked questions.
Audiotext saves valuable agent time that could be more effectively spent handling callers with
complex queries.
Customer Query - identify callers based on their calling line ID or their response to an
automated query (such as “please enter your customer number”) and use this information to
play customized messages, direct the call to a specific agent or escalate their priority within the
queue.