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 FEATURES

- Increased Customer Satisfaction - Typically the more efficiently and effectively your organisation communicates with your customers and suppliers, the greater the chance your organisation has of succeeding. Keeping customers on hold, incorrectly routing calls or lost messages could result in a loss of business. Implementing the Xen IPK II should make problems like this a thing of the past.

- Answer every call at any time - Automatically manage your incoming calls accurately and courteously using the Xen IPK II's Automated Attendant. There is no chance of human error, and the Automated Attendant can process multiple calls at once, reducing missed calls. The Automated Attendant can place callers on hold and inform them where they are in the queue. Its capability to screen calls and announce the name of the caller gives you the option of taking the call or sending it on to voice mail. While on hold, the customer will hear company advertising or pleasant music depending on your preference

- A professional call centre that's easy to run - The Call Centre can grow to support your business as it expands to the next level. User friendly to program and administer, it can support up to 64 customer queues, 256 agents, 64 supervisors and one system supervisor. Each customer queue can support up to two delay announcement messages, keeping callers engaged as they wait in the queue. Up to 48 unique messages can be recorded, offering full customisation of important and relevant information.

- Intelligent technology to make the best use of your people - Call Centre intelligent routing helps you deliver smarter customer service. Calls are routed based on who has spent the longest time idle, the time of day and the specific incoming, outside line on which the call is received. You could set up a special line which is available only to your most important customers. The Call Centre recognises these as priority callers and immediately places them at the front of the queue.

- A simpler way to measure Call Centre performance - The Call Centre Management Information System package produces scheduled or on-demand reports in graphic and text format. A wide range of user definable reports can be accessed to better manage your business and ensure that your customers are receiving premium service. You can also ensure that Call Centre resources are being utilised to optimum levels.

- The right information, exactly where it's needed - Caller ID-based computer screen pops that show customer information can help employees process customer calls more quickly and efficiently. This is done using industry standard 3rd Party CTI TAPI. Customer Relationship Management (CRM) software such as ACT! and Goldmine® support this standard.

- Help your employees roam further - Xen IPK II delivers an integrated DECT solution which enables your employees to walk throughout your business premises without restriction. DECT is like having a mobile network in your office, minus the call charges. With interruption free handover between base stations, your staff can roam over large industrial and retail office spaces or hospitality complexes while remaining in constant contact with customers.

- Allow employees to take the landline with them, wherever they go - IP Desktops allow employees to setup office to take and make calls with personalized phone numbers and features whether working from home, at an overseas airport lounge or on customer premises. All that is required is IP access with sufficient quality and bandwidth for communication with the Xen IPK II.

- Improved Office Productivity and Flexibility - Everything from the hardware on the desk to smart software makes Xen IPK II a purpose built, flexible solution to help address those lingering productivity issues that SMBs often face.

- Desktop tools that help you perform - Companies need communication tools that complement, rather than hinder, efficient communication. The Dterm Series i digital and IP phones and IP Videophone/Softphone have been designed to simplify the way you communicate.

- Intelligent Voicemail - Every call that "rings out" could be an opportunity lost. Intelligent voicemail can ensure employees can effectively respond to the calls they can't immediately take. When a customer leaves a voicemail, call return based on caller ID, allows employees to return calls on the spot without having to disconnect from voicemail or fumble for a piece of paper to jot down a number. The live record feature lets employees record calls and transfer the recording to another mailbox for efficient call processing.

- Mail and messages that move around with you - How can a company harness technology to successfully access voicemail, faxmail and email and once accessed, use it strategically and evenly throughout the organisation? From a personal computer, unified messaging gives you the power to: Centralise control and management of voicemail, faxmail and email messages; Manage inbound and outbound calls and messages from any network PC, including faxes and emails using an intuitive and user-friendly computer screen; Play, send, reply, redirect, archive or delete messages instantly. Never lose a fax from the fax machine again as they are securely stored by the Xen IPK II for preview, printing or redirection straight from the PC.

- Communication options tailored to your operation - Cost-effective DECT wireless and IP phones offer mobility and convenience while reducing the time needed to return messages. Employees can stay in touch and be available for customers. IP phones also give access to employees at remote sites.

- Keep your receptionist well-equipped - Unite the power of your telephone with the flexibility and multi-tasking capability of a personal computer. The Xen IPK II PC Attendant opens up a wide range of communication possibilities. By providing operators with instant access to information, calls can be handled quickly, easily and with fewer disruptions, which should improve overall productivity.

- With the PC Attendant - Designed specifically to integrate with NEC's Xen IPK II, the Xen IPK II PC Attendant comes equipped with an extensive list of call handling features. The PC Attendant provides easy PC access to basic functions including answer, hold, conference, dial, page and park. Operators can: Transfer calls by simply pointing and clicking a mouse; Type a message and send it via email or as an on-screen text message to someone who is on the phone; Record a conversation, save it as a .wav file and forward it as an email attachment.

- 256 extensions - Up to 256 extensions can be monitored at one time. The operator can tell at a glance if an extension is in use, idle or is marked for Do Not Disturb (DND). Best of all, by simply clicking on the pop-up window, attendants can simultaneously use standard programs such as word processing or spreadsheets, while answering the phones.

- Find call information within easy reach - PC Assistant is ideal for employees who will benefit from using their PC to conveniently use call history, call recording or screen pops from CRM software.

- Xen IPK II can also integrate with Microsoft Outlook® to allow users to "click to dial" from the address book on a personal computer for more efficient and convenient calling.

DIAGRAM 3

- Conference calls without complication - In-house conference systems are no longer luxuries reserved for big business. Owning a conference bridge eliminates the ongoing costs of using outside vendors to host conference calls, and as employees become increasingly mobile it helps ensure efficient and effective communication. Owning the conference bridge also helps keep your conference calls completely confidential.

- Improving your hotel suite - The Xen IPK II system provides comprehensive hotel/motel features in addition to the many standard business features. These industry-specific features should allow hotels to run facilities more effectively, saving time and money while providing guests with more responsive service and professional hospitality services.

- Extend your office and lower expenses - The Xen IPK II allows employees to have the same communication experience they receive at the office whether they be at home, customer premises, hotels, or while on the move. Setting up virtual offices using IP phones or softphones via VoIP should save businesses significant travel time and associated travel costs. With unified messaging, you can access all your voicemail, faxmail or email conveniently and securely from the one application.

- Make hot-desking seamless - Why pay for office space when employees are frequently out of the office? IP "hot-desking" allows employees to quickly and conveniently set up an IP phone with a personalised number as soon as they arrive, reducing the amount of office space needed.

- Communicate long distance between company sites for less - With IP communication, companies can bypass carrier call tolls and provide access to features and centralised applications between company sites.

- Programming made easy - Users can now make changes locally or remotely with PC Pro and Web Pro, the Xen IPK II's user-friendly and intuitive Web based programming interface. Web Pro is browser-based and allows you to program in real time. PC Pro also lets you program offline reducing on-site programming time.

- Higher levels of security - Xen IPK II prevents unauthorised access to your business during the day or after hours with door phone and door lock release relays. Account codes are used to track time and control telephone use by associating a code with each call. Users can also assign a personal password to their phone, preventing misuse by others. If you intend using Voice over IP (VoIP), then you should ask your NEC Partner about installing IP Firewalls, VPNs and QoS to ensure your VoIP solution is secure and reliable.

- Xen IPK II Communication Solution - The NEC Xen IPK II has been developed to meet the broad and diverse needs of SMB customers both now and into the future. The Xen IPK II can be ordered today, so why wait any longer? Simply choose the components for your business from the diagram below and create a solution with your local NEC partner.