Elite IPK II ACD
Complex Call Center Capability Made Simple
easure contact center
ness evolves into the next level.
callers and immediately places
productivity and prepare
M
Elite IPK II ACD supports 64 ACD
them at the front of the queue.
for the future with the
groups, 256 agents, 64
IPK II ACD also automatically
Electra Elite IPK II's Call Center
Supervisors and 1 System
logs agents into selected groups
Solution. IPK II's ACD/MIS
Supervisor. An agent can even
based upon the time of day.
tracks Automatic Call
log on to 64 groups simultane-
Once logged in and using a
Distribution (ACD) traffic and
ously. Each ACD group can
headset, agents on a call are
statistics in real time, turning
support up to 2 delay announce-
automatically connected to the
the information (current and
ment messages. Up to 48
next waiting call as the line is
historical) into customized,
unique messages can be record-
disconnected. This speeds up
printable reports. Additionally,
ed, allowing for full personaliza-
call processing and improves
the reporting package features
tion and communication of
agent efficiency.
an easy-to-use PC interface for
important and relevant informa-
When no agents are available,
compiling, analyzing and man-
tion.
the system may be programmed
aging the information itself. The
Supervisors equipped with a
to overflow the call to another
reporting packages work on a
DSS/BLF can receive informa-
ACD group or any station in the
non-dedicated, external PC. IPK
tion regarding an employee who
system, to voice mail. If an
II ACD/MIS provides the infor-
is logged onto the group, logged
agent does not answer a call, the
mation you need to help fulfill
out of the group, busy on a call,
system can automatically place
your potential.
placing an emergency call to the
the agent in "Off Duty" mode;
Designed specifically for the
supervisor or not available.
this way, additional calls are not
Electra Elite IPK II, the ACD's
This option is ideal for team
sent to the agent. An agent may
unique digital integration is the
leaders who do not require a PC
also select "Off Duty" mode (if
result of the voice processing
supervisor interface.
enabled) if momentarily away
system merging into the com-
from the work area.
munication system.
Elite IPK II ACD
The ACD architecture makes it
Intelligent Routing Helps You
Real-time Display using Desktop
easy to install, program and
Deliver Intelligent Customer
Interface
administer. The ACD shares the
Service
The Real-time Display feature
same HTML GUI interface used
Elite IPK II ACD routes calls
provides a simulated wallboard
for system programming:
based upon the longest idle,
on a PC. This display instantly
WebPro / PCPro. These pro-
time of day and the specific
provides both queue and agent
gramming interfaces communi-
incoming outside line on which
information to the desktop with-
cate to the ACD using the cen-
the call was received. This
out the addition of a physical
tral processing unit's (CPU) built
improves individual productivity
wallboard. Additionally, with the
in Ethernet connection. The
through superior customer serv-
agent desktop GUI, authorized
final result is a cost effective
ice. Set up a special incoming
agents or supervisors can send a
and smart ACD that is easy to
line and only publish to your
text message to one or a group
implement and maintain
most important customers. The
Elite IPK II ACD fits your busi-
ACD recognizes these as priority
ness and expands as your busi-

---

Elite IPK II ACD
Reports
Produced in scheduled or on-demand, graph or text format, a wide range of user
of agents, advising them of
defined reports are available to better manage business.
important information, This
information may include meet-
Reports include:
ings or sales contests, or the
· Agent Time Management
· Group Call Traffic by Day
· Agent Performance Summary
· Abandoned Calls
message can simply provide
· Agent Traffic by Hour
· Abandoned Calls by Hour
assistance. Instant information
· Agent Call Summary
· Abandoned Calls by Day
improves agent performance
· Agent Login/Rest Timeline
· Group Service Level
and reduces training time with-
· Group Call Summary
· Group Service Level by Hour
out increasing customer costs.
· Group Call Summary by Hour
· Group Service Level by Day
· Group Call Summary by Day
· Call Detail by Queue
Agents and Supervisors can also
· Group Call Traffic
· Individual Call Detail
receive statistical information
· Group Call Traffic by Hour
on their telephone by pressing a
single button. When the number
Provides the following graphs, which display the important data in
of callers in queue or holding
a more useful manner than the existing system:
time exceeds programmed
· Queue Monitor Graph
thresholds, a simple setting
· Queue Performance Graph
· Queue Summary Graph
allows information to automati-
· Queue Summary by Hour Graph
cally display, immediately alert-
ing agents/supervisors of the
Provides the following tables:
current situation.
· Agent State
Supervisors receive real time
· Agent Summary
· Queue Monitor
statistics that arm them with
· Queue Summary
enough knowledge to make
· Call Center Monitor
intelligent business decisions,
· Call Center Summary
such as logging additional
agents into their group.
Agent Station type:
When an agent is on the phone
· All Elite IPK TDM and IP telephones Display and Non Display
· All Dterm Series I TDM telephones Display and Non Display
with a difficult customer, a
· Remote IPK IP Softphones
supervisor can be signaled by
· Analog Single Line Phones
an emergency call. The supervi-
sor can then jump in to the call
at any time, providing assis-
Elite IPK II at a Glance
tance in handling the caller.
This ensures that callers are
256 agents
handled professionally, reassur-
64 ACD groups
ing agents that they can imme-
2 Delay Announcements per group (48 per system + Standard Messages)
diately receive assistance.
64 Supervisors
1 System Supervisor
©NEC America, Inc. 1/06
To find outÄ more about Elite IPK II and how NEC's pow-
6535 N. State Hwy. 161, Irving, Texas 75039
erful and versatile technology platforms can work for
Electra Elite is a registered trademark of NEC America, Inc.
All other trademarks are property of their respective owners.
you, visit our website at www.necunified.com
790306

---