NEC Call Center Solution overview

NEC Call Center Solution overview

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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