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Call Centre Solution

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Call Centre Solution

TDA Call Centre Solution

The KX-TDA Hybrid IP PBX comes with built-in sophisticated Call Centre solution that is flexible enough for most customer needs - allowing businesses to efficiently route customer calls to appropriate departments, agents, agent groups, or queues.

Companies looking for cost effective Call Centre solutions can leverage built-in functionalities such as:

  • Uniform Call Distribution (UCD)
  • Priority Hunting
  • Intercept Routing
  • Intercept Timers
  • Queuing Time table
  • Supervisor functions
  • Account coding

Agents can also work more efficiently using built-in features such:

  • Log-in/Log-out
  • Automatic Log-out
  • Wrap-up
  • Hot desking
  • Account Coding

The TDA PBX supports built-in Call Centre Supervisor features:
This allows management and performance overviews in realtime of calls in queue and agent call handling. In addition, the supervisor extension can, using a 6-line system display telephone (e.g. T7636), also monitor various important Call Centre Statistics showing items such as: Total calls handled, Average wait time, Lost calls etc.

The supervisor can monitor each agent member's phone status and also remotely log-in and add a currently logged out agent member's extension, or log-out an agent phone - simply by pressing the corresponding agent's DSS key on the supervisor extension:

Advanced TDA Call Centre Functionality:
For advanced Call Centre functionality - optional DISA (KX-TDA0191/TDA3191) message card and/or TVM50/TVM200 Voice Processing System can be used to further enhance the system features. Additionally - by using TAPI, or CSTA via high-speed communication interfaces such as built-in USB or optional LAN (CTI Link card - TDA0410) - third party CTI software solutions designed specifically for Call Centre businesses can be employed especially where integration with Customer Relationship Management (CRM) databases is required providing customer details via screen pops to agents when they receive customer calls.

Customers requiring advanced Call Centre features and functionalities can deploy readily available Call Centre software solutions from CTI software vendors. These software solutions integrate with the Panasonic TDA PBX via industry standard TAPI, or CSTA interfaces - both of which are supported by the TDA PBXs.

A typical 3rd party CTI based Call Centre software set up is illustrated below: