THE PERFECT CALL. ntw-software.com

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1 THE PERFECT CALL ntw-software.com

2 We take customer satisfaction seriously. ABOUT US: Become a partner: It was not purely by chance that we established our company, an innovative provider of IT communications solutions, in the spectacular Tyrolean mountains. Because just like climbing the high peaks which surround us, as many of our staff do in their spare time, we see the creation of cutting edge solutions for our customers as a stimulating challenge. Moreover, since our sales and marketing activities are taken care of by partners, we can focus entirely on our core skills in order to create high performance IT solutions. As a result, our sales partners are always guaranteed a direct point of contact for any issues they may have, and our customers have the peace of mind of knowing that they will receive products created by a highly professional team. We always aim for the very top. We are therefore looking for partners that share our uncompromising approach - climb with us to the highest possible levels of customer satisfaction. We work exclusively with a network of certified and welltrained partners. So if you are a provider of unified communications solutions and want your customers to gain a decisive technological advantage, become a NTW Partner. Our product portfolio makes us the only provider in this segment able to cater for all requirements relating to modern communications solutions for call handling as well as for controlling and reporting. In addition to the homogenous nature of the solutions and the use of a centralised database, our approach allows you, as an NTW partner, to have just ONE point of contact for all issues and access to quick resolution of problems. 1 ONE DATABASE ONE PRODUCT BUNDLE ONE SERVICE CONTACT

3 Operator Center Operator center NTWcall is the flexible and reliable solution for call processing and handling from attendant console up to contact center solutions. It is available as a single user or multi-tenant system scaleable to any size. It provides maximum support and full control for small enterprises as well as international organisations. > Attendant console > Multi-tenant capability > Call prioritisation > Presence/Messaging > LiveMonitor/Wallboard > Operator Center for Cisco Finesse > Contact Center Controlling NTWcount is the powerful call accounting system with time and cost oriented reporting. Call data from up to 250,000 extensions are reliably and quickly processed. Full control over multiple clients and locations is provided. > High performance > Multi-client/multi-site > Provider management > Flexible reporting > Data Security > Hospitality Phone services NTWphone provides companies with flexible and easy-to-use XML phone services for Cisco phones. The integrated meta-directory gives access to all relevant directories and associated details. The provisioning solution allows central configuration of Cisco Phones including all phone services. > Easy configuration > Usage on phone > Access to meta-directories > Group functions > Manager / Assistant Service > Provisioning Statistics NTWstat is a comprehensive analysis and statistics software for PBX systems. Its comprehensive analysis functions provide high levels of transparency and optimisation with regard to technology, personnel and telephone charges. Analysis with maximum convenience and minimum cost including automatable data export. > Universal call statistics > Contact center statistics > Flexible reporting > Data export > Customer contact analysis

4 Operator Center Operate on success! NTWcall provides companies with flexible and reliable support for call processing from attendant console up to contact center, as a single user or multi-tenant system. The additional, queue-dependent calendar and public holiday scheduling facility enables optimised centralisation of call processing and handling tasks in companies even for multiple locations at home and abroad. Intelligent caller prioritisation The efficient program logic in the system allows prioritising callers on a company-specific point scoring system. Agent skills ensure that each caller across all queues is connected to the most suitable agent as quickly as possible. The integrated AbA function allows own audio files to be easily uploaded and managed based on the relevant queue. The integrated voice recording provides support for telephone training and records threatening calls if necessary. The user interface can be adapted to suit the specific handling task and the individual agent, while remaining straightforward and easy to use. The versatile but easy-to-use search functions enable rapid transferring of calls to the correct person. The integrated presence and calendar function provides an excellent overview of the current status and schedules prior to call transfer. The modern messaging function allows callback requests and calendar entries to be easily transferred via various channels. Attendant Console up to Contact Center NTWcall operator solution is the natural extension to the existing Cisco Contact Center Finesse for all call processing functionality. Using only a single user interface call operators

5 Operator Center for Contact Center Finesse Contact Center Attendant Console for single user or multi-tenant system Network based Hosting Cloud are able to handle calls additionally to their usual contact center activities. In addition to that NTWcall contact center combines fullyfledged call operating with the extensive functionalities of a contact center including SAP-ICI & HTTP-connections as well as integrated statistics. Full overview and control With the LiveMonitor and Wallboard service levels can be optimally monitored using various views and integrated alarms. For comprehensive quality management, NTW also offers high level statistics and analyses: In addition to typical CDR analyses, detailed contact center reports are also available, providing breakdowns based on queues and agents. Direct integration of Plantronics Headset in NTWcall operator console full automation of attendant processes. Flexible customization per user. HIGH LIGHTS > Attendant console > Intelligent call prioritisation using a points system > Queue and agent overlapping load balancing > LiveMonitor with alarm functions > Extensive search functions > Presence / Messaging / Calendar functions > Integrated AbA and Voice Recording > Operator Center for Contact Center Cisco Finesse > Platform independent Contact Center > Optional interfaces to CRM- and SAP-solutions

6 Count on success! With NTWcount, there are virtually no limits when it comes to collecting call data and analysing it on the basis of time and costs. The system can gather and process data from up to 250,000 extensions without experiencing any noticeable loss of performance. Full multi-tenancy capability allows the simultaneous, independent use of one installation by multiple clients. This flexibility is continued in the controlling functionality provided by NTWcount. Analyses can therefore be carried out at all levels of an organisation, from individual extensions to branch offices and global analyses. Individual groupings can be created with just a few clicks. The tariff classification for connection data is carried out using impulse or table systems, depending on the provider. Complete cost allocation HIGH LIGHTS Numerous, highly customisable filter functions allow simple, usage-based allocation of cost carriers. The web-based report designer enables the output of graphically attractive reports in all common formats. Due to the flexible layout & design all reports and invoices can be adapted easily, which allows professional provider management. Automated time-based exports in specific formats are also available. > Data security, including backup routines > Client capabilities for active re-invoicing of all PBX costs > Comprehensive provider management > Flexible designing of individual invoice layouts > Freely configurable analysis via web report designer and Quickreport > Hospitality function for Cisco Call Manager Hospitality options For hotels and hospitals, the call invoice creation can easily be extended to include guests and patients using the integrated hospitality function for Cisco Call Manager. NTWcount provides the best possible support for tasks ranging from standard check-in/check-out functions to billing of rents or other fees.

7 Provisioning next generation Using NTWphone provisioning all Cisco phones and employees can be linked centrally. New devices and corresponding profiles can be set up easily as well as: voice mail, recording, extension mobility, remote destination profile or jabber client. At the same time USE DIRECTLY! NTWphone provides companies with flexible and easy-to-use XML phone services for Cisco phones. The configuration of all XML phone services allows full flexibility. All presettings the central assignment to NTW groups supports team and management functions on the Cisco phone. In addition to the standard provisioning via user interface NTW offers fully automatic provisioning as well as the NTWcall & NTWphone self provisioning. concerning range of contact details, preferable call number as well as quick dial function offer full support and speed up communication. Advantage through information Due to meta-directories all relevant contact details can be searched, viewed and used directly from the Cisco phone. The setup is easy and gives maximum individuality including sort and range of contact details. Speed up team communication Directly on the Cisco phone the group function of NTWphone delivers customisable services for team and group communication as well as for manager / assistant environment. Such as the comfortable call pickup: incoming calls within a group can be selected and picked up specifically. HIGH LIGHTS > Personal phone directory > Meta-directory > Display caller details on the phone > Flexible search function: search fields, result list, details > Extensive group function up to 30 members (incl. hidden members) > Manager / assistant service with VIP-number feature > Provisioning: central setup of Cisco Phones > XML phone services such as lockout, follow-me, call-back, etc.

8 Keep track! NTWstat is a comprehensive analysis and statistics software for PBX systems, which allows extensive analysis of call volumes and telephone usage, thereby facilitating detection of weak points with regard to technology, personnel and telephone charges. The resulting transparency provided by NTWstat allows ongoing optimisation of resources in order to achieve maximum productivity. Therefore overcapacity or bottlenecks are a thing of the past. Highly convenient analysis Once installed and set up, NTWstat requires a minimum of maintenance while providing maximum convenience. According to company-specific requirements and with the help of predefined templates, highest levels of analysis customisation is possible. The results can be displayed and exported in various formats (PDF, XLS, CSV). HIGH LIGHTS > Web-based configuration > Comprehensive analysis of telephone usage > Integrated customer contact analysis > Comprehensive call statistics > Individual reporting via web report designer > Comprehensive cost statistics including comparison of network providers > Typical operator statistics and analysis for contact center > Straightforward, flexible and automatable data export Statistics for contact centers included NTWstat not only provides a better overview and analysis of call volumes and telephone usage throughout a business, but also provides analysis of such data for the dedicated contact center. All standard call handling statistics and analyses for contact centers are fully integrated. For all sizes of business NTWstat is a statistics solution suitable for all sizes of business from single companies to global organisations with no limits regarding size or call data records scope. NTW Software GmbH Grabenweg 68 A-6020 Innsbruck Austria T + 43 / 512 / E office@ntw-software.com W ntw-software.com NTW Software GmbH Konrad-Zuse-Platz 8 D München Germany T + 49 / 89 / E office@ntw-software.com W ntw-software.com