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Infocomm: AoO Smith (Nanjing) Call Center Case Sharing

2018-03-21 13:34:08 Author: Source:CTI ForumComment:0  Click:


Junxun is one of the earliest professional companies involved in the field of "enterprise-level call centers." After more than 10 years of market research, exploration and practice, it has become a leader in "enterprise-level call center solutions."
"CallThink Enterprise Customer Service Center" adopts the core technology of high-end call center, and at the same time, considers factors such as size, desired purpose, required function, technical environment, and management environment for most enterprises. Custom made.
CallThink Case Introduction
Iowa Smith (Nanjing) Water Treatment Products Co., Ltd. production base is located in Nanjing Economic Development Zone, Qishui City, Jiangsu Province and specializes in R&D, production of domestic water purifiers, commercial water purification equipment, central water purifiers, and central softeners. Sales. The main spare parts for independent research and development production, the company is China's early production of reverse osmosis membrane manufacturers, the key raw materials from Europe and the United States and other advanced countries.
Since 2005, the company has obtained more than 111 patents in total, including 27 invention patents, 47 utility model patents, and 37 exterior design patents. It is in an excellent position in the design of home reverse osmosis water purifiers, high-efficiency adsorption and purification.
CallThink solution analysis
1. IVR interactive voice response
  • IVR voice navigation function
  • IVR automatic service allocation
  • IVR blacklist interception function
  • IVRVIP user priority allocation
  • IVR automatic transfer function
  • IVR queue waiting function
  • IVR service group overflow function
  • Easy to set voice process
  • Automatic fax reception
  • Fax batch sending function
  • Fax reply
  • Natural Speech Synthesis (TTS)
  • Automatic Speech Recognition (ASR)
2. ACD automatic call distribution
  • Using the Hardware ACD Function of the Communication Platform
  • Linear queuing by software
  • Loop queuing
  • Queuing by ACD priority
  • Queuing by the minimum number of calls
  • Queuing by maximum idle time
  • According to the call memory function to allocate incoming calls
3. Traffic Control (Call Control)
  • Full-range recording or selective recording, online playback, transfer/substitution/three-way conference, artificial seat and IVR interchange
  • The seat status display, monitor squad monitor
4. Call Pop Screen (Screen Popup)
  • Calling customer data to play screen, bounce page
  • You can use edit function to edit customer data and record consultation content
5. Intelligent dialer function (Intelligent Dialer)
  • The out-dial function is mainly applied to customer care or information notification. The system automatically dials the customer's phone number and plays a return-to-call voice or directly sends a short message to the customer's mobile phone.
  • There are five types of automatic outbound dialing methods: dial out of the seat, dial out of voice files (voice announcements), voice dialing (IVR flow), outbound dialing (requires related peripherals), and dial out
6. Real-time monitoring function (Monitoring)
  • The system provides monitoring screens that can monitor the system's operating status, agent status, and external status in real time;
  • The squad leader can monitor and monitor the service content of the agent.
7. Statistical report function
  • The system can effectively count the details of incoming and outgoing calls, including customer online waiting time, incoming call records, IVR query records, sending and receiving short message records, etc., and forms various statistical graphs.
CallThink Advantage
1, improve the call center resource utilization
The system uses multiple strategies to optimize resources. By integrating multiple service platform telephone resources and company personnel information, the information can be saved, transmitted, integrated, and shared quickly, accurately, and efficiently. This not only serves the customer better, but also Realize the optimization of manpower deployment.
2, save labor costs
Through the use of IVR, a large amount of repetitiveness and standardization work are performed using automatic voice as much as possible, such as inquiries and consultations. At the same time, through the integration of data in the system, the call duration of each call can be effectively reduced, which can save more than 30% of labor costs.
3, provide decision basis
Through the statistical analysis reports provided by the system, it provides accurate and reliable data support for enterprise product positioning, business adjustment and other decisions.
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.

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