Call Centre Efficiency You Can Appreciate

intelligent call handling

With its intelligent call-handling functions, the Panasonic KX-TDA Hybrid IP-PBX can serve as the core of an efficient contact centre that provides outstanding customer service. Use the system to automatically distribute incoming calls as desired. You can also program the system to direct callers to the appropriate group for efficient call handling.

Call Centre Efficiency You

Can Appreciate

Advanced call centre functions improve communication efficiency and allow you to serve customers more effectively. The system makes it easy to distribute calls, manage your telephone agents and control office use of the telephone system. Compatible with the CTI standard protocols, TAPI and CSTA, the Panasonic KX-TDA Hybrid IP-PBX can serve as the core of a powerful, high value added CTI.

Superior Call-Handling Efficiency

You can assign a backup extension as an overflow destination for calls not answered within a specified period of time. You may designate any extension you want as the overflow destination—a company message box, for example—and you can designate different overflow

destinations for when the PBX is in day, lunch, break or night mode.

Designated member extensions can “log in” to join their group and begin handling calls, or “log out” to exit the group temporarily, such as when taking a break. An extension can also be allocated for use by the supervisor, who can access information about incoming calls to each group (the number of queued calls, the longest queuing time, etc.), change the log-in/log-out status and monitor the status of group members.

Other features, listed below, help ensure greater customer satisfaction and prevent missed business opportunities.

-VIP Call, which provides special handling for key customers

-Automated Attendant, which answers calls automatically

-Queuing, which puts the caller on hold and plays messages and music when no one is available.

The Panasonic KX-TDA Hybrid IP-PBX provides a variety of call distribution patterns. Effective use of the different patterns – Automatic Call Distribution (ACD), Uniform Call Distribution (UCD), Priority Hunting and Simultaneous Ring – can help you manage calls more efficiently.

Virtual 24 Hour Receptionist Automated Attendant

Using the Message Card, you can easily set up an auto attendant to professionally handle all incoming customer calls to your business. An Auto Attendant can drastically reduce the amount of call traffic handled by the operator - allowing the operator to spend more time with your new or important customers.

The Auto Attendant can also answer multiple calls simultaneously, providing different greetings for different departments.

Advanced Messaging for Improved Customer Service

Using the advanced KX-TVM Messaging Solution – each extension can be assigned its own personal mailbox that can be contacted

any time of day or night. If a caller leaves a Voice Message for a user, the extension user is notified by a message-waiting lamp available on proprietary telephones or can be additionally notified via an email with Voice Message attached sent to the user’s personal computer.

Incoming call information is also recorded with the message and is displayed on the telephone. This information includes the caller’s telephone number, time of call and length of call.

With the advanced KX-TVM messaging solution, an incoming message that arrives while someone is out of the office will generate

a notice automatically to her or his GSM phone and users can check their messages at appropriate times. The advanced KX-TVM messaging solution also supports 2-Way recording. It lets you confirm the contents of the phone call later, so messages are accurately relayed, or record conversations in their entirety for use as examples of proper telephone communication by experienced staff when training new employees.