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NEC Confidential
SMB8000Communication Analyst
UNIVERGE®SV8100
NEC Confidential
What Is It?
▐ Cost effective solution to capture and consolidate call data for centralized reporting, analysis & billing.
▐ Effective tool for
Cost Management
Optimization of resources
Tracking Marketing Spend Effectiveness
Security
▐ Supports
SMB size small to medium
Low call volume to very high call volume businesses
Single location to multi-location businesses (CCIS & Remote Link/Unit)
Univerge SV8100 and SV8300 Communications Servers© NEC Corporation 2009Page 2
NEC Confidential
Who Would Use It?
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Ideally Suited for Various Verticals
▐ Auto Dealerships
▐ School Districts
▐ Hotel / Motel
▐ Retail
▐ Lawyers Offices
▐ Healthcare
▐ Real Estate
▐ Call Centers
▐ Banking & Financial Institutions etc
Groups within the Company
▌ Customer support
▌ Sales (Inside sales)
▌ Marketing Advertising
▌ Management
▌ Security and monitoring
▌ IT and Network etc
NEC Confidential
What Problems Will It Solve?
▐ How do I track employee calls?
▐ How can I manage my staffing resources?
▐ How can I pinpoint my target audience's locations?
▐ How can I know which campaigns yield the best results?
▐ How can I know the phone bill for each department?
▐ How can I know the call charges for our firm to bill clients?
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Track Employee Calls and Their Productivity
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▐ Keep track of time spent on the phone
NEC Confidential
Managing Staffing Resources
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▐ Staff Utilization - Align the resources based on the peak call times
NEC Confidential
Pinpoint Target Audience's Locations
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▐ View call activity generated by marketing advertisements
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Know Which Campaigns Yield The Best Results
▐ See how many calls each campaign is generating
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Break Down Calls By Department
▐ Keep track of calls for billing each department
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October 3, 20091:31:00 PM
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Know The Call Charges To Bill Clients
▐ Precise call time and cost by account codes
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What Features Does it Provide?
▐ Report Automation
▐ Desktop Access
▐ Contact Management
▐ Client Matter
▐ Time Billing
▐ Traffic Analysis
▐ What-If Analysis
▐ Graphical Reporting
▐ Agent Productivity Tracking
▐ Call Costing
▐ Network Ability
▐ Data Archival & Retrieval
▐ Campaign Management
▐ CallAlert!
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NEC Confidential
Security Alerts
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Security Features:▐ CallAlert! / FraudAlert!
Broadcast alerts Define alert requirements Included with Communications Analyst
▐ Increase security Prevent phone abuse Prevent unauthorized calls Maintain a safe environment
Security Needs:– Notification of emergency and fraudulent
activity– Critical to education, government, finance
& banking, healthcare
NEC Confidential
Trunk Usage Features:
▐ Traffic Analysis is the answer! Quickly and easily view trunk usage
Understand peak calling hours
▐ What-If Analysis What if I had more or less trunks?
See what would have happened if you did!
No more “gut feelings” – know how many trunks you need
Clear, measurable ROI – eliminate unused capacity or add capacity as needed
Why is this important to customers?– How much trunk capacity am I using?– What are my peak calling hours?– Critical to all customers
Trunk Usage
NEC Confidential
Campaign Tracking Features: Easily assign & associate DID/DNIS
numbers with campaigns View and analyze call activity generated by
each campaign Precise targeting of customers Only solution with campaign tracking tools
Campaign Tracking Needs:– How many calls are my campaigns
generating?– Can I spend marketing dollars in
more effective ways?– Critical to retail, real estate and any
business running campaigns€
Campaign Tracking
NEC Confidential
Web Reporting Features:
▐ Anytime, anywhere report access View real-time data On-the-fly criteria selection
▐ Familiar user interface Criteria selection Reports
Reporting Needs:– I need access to telecom reports,
even when I’m out of the office– What’s happening while I’m out
on a business trip?– I need to see up to the minute
data
Web Reporting
NEC Confidential
Time Billing / Client Matters
Time Billing / Client Matters Features:▐ Keeps track of the time spent on the phone
with a client (for instance, by lawyers)
▐ Keeps track of the time spent on the phone with consultants and their respective rates
▐ Automatically generates report for the client that includes the billing for the consultants as well
Time Billing Needs:– To keep a tab on the time spent with
a client– To keep a tab on the time spent with
consultants on behalf of a client– To do project based billing to the
client
NEC Confidential
COMMUNICATIONS ANALYST REPORTSDate and Time:
Detailed Calling by Day
Summary Calling by Day
Summary Calling by Day-of-week by Day
Summary Calling by Hour-of-day by Day
Summary Calling by Hour-of-day by Day-of-week
Summary Calling by Half-hour by Day-of-week
Line Usage by Hour-of-day by Day-of-week
Line Usage by Minute-of-day by Day-of-week
Line and Extension:
Detailed Calling by Extensions
Summary Calling by Extensions
Detailed Calling by Lines
Summary Calling by Lines
Detailed Calling Cost by Extensions
Detailed Calling with Location and Contact name
Detailed Calling with Location and Caller ID/Line Name
Summary of Call Distribution by Extensions
Summary Calling by Extensions by Day-of-week
Summary Calling by Extensions by Hour-of-day
Summary Calling by Hour-of-day by Extensions
Account Codes: Detailed Calling by Account Codes
Summary Calling by Account Codes
Summary Calling by Account Code by Calls
Summary Calling by Account Code by Duration
Frequency & Duration:
Most Frequently Called Numbers
Longest Called Numbers
Most Expensive Calls
Summary Short Calls by Lines
Zone:
Detailed Calling by Zones
Summary Calling by Zones
Trunk Type & Carrier:
Summary Calling by Carrier by Day
Geographic:
Detailed Calling by Area Codes
Summary Calling by Area Codes
Detailed Calling by Country Codes
Summary Calling by Country Codes
Detailed Calling by Country Codes by Extensions
Detailed Calling by Area Code by Day
Detailed Calling by Country Code by Extension Groups
Contact:
Time Billing by Contact
Time Billing for All Contacts
Detailed Calling by Contacts
Detailed Calling Cost by Contacts by Country Code
Summary Calling by Contacts
Detailed Calling by Company
Detailed Calling Cost by Company by Country Code
Summary Calling by Company
Client Matter:
Time Billing for Client Matters
Detailed Calling by Client Matters
Summary Calling by Client Matters
Advanced Reports
ANI & DNIS:
Summary Call View by ANI by Day
Summary Call View by DNIS by Day
Summary Call View by DNIS
Other:
Contact List
Detailed Call List
Unassigned Phone Numbers
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NEC Confidential
Comm Analyst Server Requirements
▐ Hardware• Pentium® IV with 512 MB RAM• 1 GB of free hard disk space• VGA monitor 800 X 600 (recommended SVGA monitor 1024 X 768
resolution)• Network Interface Card (NIC)• CD-ROM drive (if using CD for installation)• Serial port and RS-232 cable (if data source is a serial connection to
PBX)
• Printer if you want to print reports
▐ Operating Systems supported• Windows 2000 Professional with SP 4, Windows XP Professional with SP 2 or
• Windows 2003 Server with SP 2, Windows Vista Business Edition
▐ Software• Database Server: MS SQL Server 2005\MS SQL Server Express 2005\MSDE
(Microsoft Database Engine)\MS-SQL Server 2000 for database installation.
• Microsoft Internet Explorer version 5.5 or above
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NEC Confidential
Comm Analyst Client Requirements
▐ Hardware• Pentium® III with 256 MB RAM• Minimum of 500 MB available on the hard disk• Network card, Serial port and RS-232 cable (if data source is a serial
connection to PBX)
• CD-ROM
▐ Operating Systems supported• Windows 2000 Professional with SP 4, Windows XP Professional with SP
2 or
• Windows 2003 Server with SP 2, Windows Vista Business Edition
▐ Software Microsoft Internet Explorer version 5.5 or above
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THANK YOU
