NEC Call Center Solution overview

NEC Call Center Solution overview

For more information, please visit: http://vgfsoftware.com/ or Call us at +60143347453 for the sales channel or our office at +60322987294 

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• Intelligent call routing is fundamental to call centre operations, irrespective of scale.

• The NEC SV8100 system has a powerful, robust Automatic Call Distribution (ACD) system.

•  MyCalls Call Centre is tightly integrated into this to provide supervisors with the controls, real-time visual cues and management information that are required to sustain high levels of call-handling efficiency.


• ACD manages multiple queues on the telephone system distributing calls evenly, following a set of logical rules in an attempt to ensure that no individual is overloaded while others are idle, and that calls are routed to agents with the most relevant skill-set.


• Activity display The MyCalls screen display gives a detailed real-time view not just of agent activity but also about key service parameters like numbers of callers in queue and call waiting times.


• To ensure service levels are maintained supervisors can log additional agents into ACD queues from their own teams or from other departments, which offer similar skill-sets. This is all arranged simply and quickly from the supervisor’s MyCalls desktop.


• Additional alarms are provided to help manage ACD activity efficiently, for example An aerial view of agent activity is ideal for supervisors and can be displayed on a plasma screen KEY BENEFITS


• Increase Capability - Full call centre functionality built around NEC ACD technology enhances customer experience.


• Raise Service Standards - Improved management control reduces caller delays in queues & delivers calls to those best able to help.


• Maximise Agent Productivity - Managers have real-time information and activity reports essential to agent performance and training.


• Performance management and skills training are enhanced by the detailed activity reports that are generated by MyCalls in conjunction with call recordings made using MyCalls Call Recorder. queue overflow warnings or maximum times that agents may remain in a given state, e.g., after call activities (often referred to as ‘wrap up’).


• Supervisors are also able to select and configure performance statistics that can appear on the screens of their agents or on plasma wallboards to drive the achievement of agreed service standards

UNIVERGE SV8100 ACD (Automated Call Distribution) System

Call Center Solutions in Malaysia 

by VGFSoftware.com Sdn. Bhd.

An ideal solution for the basic contact center that wants reliable customer service with few agents. Designed specifically for NEC's SV8100 communications server, UNIVERGE SV8100 ACD is a smart, cost-effective automated call distribution (ACD) solution that is easy to implement and maintain. This embedded ACD's unique integration results in a dynamic tool for smaller contact centers.

For more information, please visit: http://vgfsoftware.com/
Call at +60143347453 for the sales channel or our office at +60322987294 

Contact center supervisors program into the SV8100 ACD a list of member agents. When a customer calls into the contact center, SV8100 ACD automatically routes the person to the agent that best fits their needs based on pre-established criteria. SV8100 ACD is more sophisticated than Department Calling and other group services, since it can accurately distribute calls accordingly and judge the workload of each agent.

SV8100 ACD supports 64 ACD groups, 64 supervisors and one system supervisor. However, a contact center can increase its responsiveness by using NEC’s SV8100 Netlink to connect multiple sites equipped with SV8100 ACD.

Supervisors can use SV8100 ACD to track ACD traffic and other data in real time. They can control, resize, reposition and close each of the many data windows it displays on their desktops. They can also use SV8100 ACD to create customized reports from the current and historical data recorded by the system.

Additionally, SV8100 ACD seamlessly integrates with UC Desktop Suite to enable users to quickly and easily login as an agent directly from the UC Desktop Client. This integration allows your agents to take advantage of both SV8100 ACD and UC Desktop suite functionality.

For more information, please visit: http://vgfsoftware.com/

Call at +60143347453 for the sales channel or our office at +60322987294