2011.10.24

New Software Available for Contact Center to Visualize the Workflow, PURU2 Navi

NTT Comware Corporation (Head office: Minato-ku, Tokyo; President: Michio Sugimoto; below, NTT Comware) launches the sales of PURU2 Navi (PURU-PURU Navi) on October 25, 2011. The software is to visualize the customer services navigation and flow for "Communicators" of call centers (^*1).

Background/Overview of the Software

In recent years, the roles of customer contact centers play became further significant for companies as a key interface with their customers. Companies are required to control their service quality and efficiencies of the operation of Communicators seeking higher customer satisfactions.
NTT Comware has been challenged to solve various issues related to Contact Centers through the system design, operation and maintenance of the systems for the contact centers of the NTT Group companies. One of the new solutions is PURU2 Navi, which was developed based on the experiences.

PURU2 Navi visually shows an optimum customer services workflow for Communicators depending on various contexts of the inquiries of customers. Communicators just follow the navigation menu for conversations with the customers such as "confirmation", "tips for conversations" and "scripts for responses (Talk-Script)" etc.
The software should contribute to improve the customer satisfaction through a consistent or improved quality of customer relations of Communicators and reduction of miscommunication. It may also be useful for training for newly-hired or changes of the business items or workflows in order to save time and costs that may be required for human resources development.

Features of PURU2 Navi

1. Consistent Quality of Customer Services of Communicators
   Communicators will see a menu to show must-items of their customer services including "confirmation", "tips for conversation" and "Talk-Script". The menu helps them to achieve a consistency in quality of the customer services regardless of experiences or skills of individuals. The workflow also allows Communicators to make sure the goal of conversation (completion of each interaction), which eases them to proceed the conversation by just following the navigation, as well as to check the overall their workloads.
2. Up-to-date and Practical Customer Services Flow for Communicators
   The customer service workflow can be created or edited with a simple and easy mouse operation (drag and drop). The administrator for each call center is able to control the contents and optimum workflows reflecting their experiences to customize, on a real-time basis. Therefore, Communicator can follow the up-to-date workflow for higher customer satisfaction. The flexible design and fast response of the software to cope with sudden changes in operations, or strategic scripts for effective responses will also be useful for the current businesses in a fast-paced world.
3. Visualization of hidden responses in customer support for improvement of workflows and training
   PURU2 Navi automatically accumulates routes and time taken by Communicators for each response. It facilitates to visualize the responses of Communicators, which were practically uncontrollable by the administrator such as tracking a vast number of all voice data sources. With the software, the accumulated data can be summarized per workflow or communicator for improvement of the workflows or their future training activities.

The Origin of the Name

The product is named after the functions of the software, as icons would be moving like "puru-puru" when the user points the mouse on an icon. Communicators tend to feel bored in their routine works in the operators room. The software is designed with interactive icons to interest Communicators to touch it and feel relaxed when using the software.

Prices

License fee (the regular fee): 88,000yen/license (plus tax)
** The license is required for the number for logins at the same time, not the number of users or seats.
** The software is available for 10 licenses in a unit.

Terminology

^*1 "Communicator": contact center operator (telephone operator)