2012.08.02
NTT Comware Updated PURU2 Navi, NTT Comware's Software to Visualize Business Flows for Customer Relations in Contact Centers, - With New Functions Including Statistical Analysis and Real-Time Analysis
NTT Comware Corporation (Head office: Minato-ku, Tokyo; President: Shinobu Umino; below, NTT Comware) releases the updated version of PURU2 Navi (called PURUPURU Navi) on August 3, 2012 (fri). The new functions deliver a number of improvements in services such as statistical analysis, real-time analysis and PDF export for the software to navigate Contact Center Communicators*1 according to predetermined workflows subject to various types of inquiries to optimize customer services. PURU2 Navi has been used by 20 companies since its launch of sales on October 25, 2011 (tue).
Outline of New Functions
The new functions are for improvements of usability and operability of the software reflecting voices of corporate users and requests from potential users from Contact Centers through marketing activities. NTT Comware aims to contribute Contact Centers for improvement and positive changes of quality in their customer services, and human development of their Communicators, as well as for propositions of optional uses of the software in locations such ordinary office environments wherever matches the template of the flow.- Statistical Analysis --- for improvement of the workflows and skill development of Communicators
This function is to analyze "customer services log data*2" stored in PURU2 Navi for each flow and to visualize time-consuming workflows, tasks or whatever inefficient to achieve a certain goal by graphs for improvement efficiencies. There is also a menu for Communicators to choose items that they need. The data obtained through their choices will be a record for the future quantitative analysis of the workflows to identify which flows or tasks are time-consuming compared to an average. Therefore, Communicators may realize an optimum way of their services. - Real-Time Analysis --- visualization of the customer services
This function is to visualize customer services status on a real-time basis from "Customer Service Log Data". As this at-a-glance status report shows analytical data or graphs including a unexpected change, in use of the predetermined flows or processes to achieve the goal as it goes, it would facilitate updating the contents both strategically and promptly to develop a new workflow for urgent cases or new conversation-scripts. Therefore, it is useful to achieve an optimum way of Contact Center operations to adapt to fast-paced changes of business environments. - PDF Export --- Visualized workflows and tasks for printing
Workflows developed by PURU2 Navi and various items specified as Task including "to be confirmed", "tips for conversation" and "conversation-script" can be exported to PDF format for printing. Hardcopies of the data may be useful for various occasions such as group reviews, reporting to managers/board members or sharing ideas on workflow templates between Contact Center and its venders. - Visualization of Workflows and Improved Usability --- functions updated from the existing ones reflecting voices from operations staffs
The updated version of the software is applicable for changes of the display size for Customer Services window*3 and confluent flows, not only for splitted flows, for more clear visual recognition and easy operations as well as for smooth navigation of communications between Communicators and customers.
Price
The new version with add-ons is available at the original price.License fee: 88,000JPY/license (without tax)
** The number of required license fees is determined by the number of users to log-on at the same time, not the number of users or seats.
** The minimum lot is 10 licenses.
Features of [PURU2 Navi]
As Communicators place an icon on the flow according to inquiries of customers, an window will pop up to show "items to be confirmed", "tips for conversation" and "conversation scripts" so that Communicator can respond to the inquiries in a proper manner. The flows to display items can also be easily created or edited for staffs in the contact centers on site. Therefore, the system facilitates Communicators to follow the predetermined flow, which provides consistency in quality of services, reduction of mistakes, improvement of self-completion ratio, as well as for cost reduction of new staff training or change of tasks and time saving.Terminology
*1"Communicator": contact center operator (telephone operator)*2"Customer Service Log Data": data to record orders of the communication flow used by Communicators and time consumed for their services
*3"Customer Service Conversation Window": a window to show "items to be confirmed", "tips for conversation" and "conversation scripts" subject to Communicator's services
* PURU2 Navi (PURU-PURU Navi) is the registered trademark of NTT Comware.
* The name of the product, PURU2 Navi, has been filed for patent.
* "2" of PURU2 is a superscript.
The information shown in this page is the latest as of the day of the release. It is subject to change without further notice. Thank you for your kind understanding and consideration. PageTop
