Automatic voice response
All-weather automation: IVR provides 7×24 hours service. Customers can input information to ipxcall A8 host at any time by pressing keys or voice selection, and get various services by themselves, so that business representatives can have more time to serve customers with special requirements. Concurrent processing: IVR can handle multiple incoming calls at the same time, and the automatic processing flow in case of busy will greatly reduce the probability of customers hearing busy tone or giving up halfway, and improve customer satisfaction. Flexibility: IVR system can run multiple different applications at the same time. For example, she can provide completely independent information system applications for enterprise insiders or enterprise customers at the same time. When she handles incoming calls, she can automatically choose which application system should be started by asking some related information, such as internal ID, supplier ID, agent ID, etc. Intelligent: the design of IVR takes good care of the call customers from all aspects. In call assignment, it can be automatically assigned according to the optimal algorithm, or it can be handled according to the user's instructions. Before the call is finally transferred to the manual seat, find out the most suitable route to transfer the call, that is, find out the most suitable business representative to answer the call. Specific customers can arrange special personnel to answer; Give priority to important customers and minimize their waiting time. The optional queuing mechanism of ACD (Automatic Traffic Distribution) IPX CALA8 integrated call center system is as follows: ringall: When a customer enters the queue and waits, all members in the queue will ring until a seat picks up the phone. Roundrobin: Call each available member agent in the queue in turn. Minimum Call: Call the member agent with the least number of calls in the queue. Random: The call is randomly assigned to an agent without any logical memory. Rrmemory: Similar to polling routing, the difference is that this strategy always remembers the agent who served last time, and then reorders the history of queue members with the next agent as the head: according to the calling number, the call is given priority to the agent who served the caller last time, and if the agent is unavailable, it is transferred to the queue, and the calling phone can be recorded in real time according to the queue routing to form a voice file to save. You can also make real-time queries and calls. The system can query the telephone conversation of the agent and play back the telephone recording. You can query the recorded data according to the agency number, date/time and channel number. According to the actual situation of each company, the recorded data can be saved for each agent at a reasonable time. If one week is selected, only the last week's video will be saved for this seat, and the previous week's video will be deleted to free up disk space. The benefits of telephone recording to enterprises. Telephone recording can improve the telephone management system of enterprises and quickly find and eliminate behaviors that harm the interests of enterprises. Record every incoming call to lay the foundation for future business tracking. Real-time recording can avoid false statements in your telephone business and provide legal evidence in case of business disputes. Solve the possible omissions when the phone is busy and miss business opportunities. Collective analysis of important customers' psychology during telephone negotiation, so as to formulate business countermeasures, comprehensively inspect employees' working ability, business level and telephone etiquette, reduce company telephone charges, trace the contents of large bills, keep call records for a long time, and avoid employees leaving their jobs and losing electronic faxes of company customers. Convenient and fast: you can send a fax without waiting in front of the fax machine, and you don't have to worry about not sending fax resources in time when you go out. * * Enjoyment: As long as the network is interconnected in different office locations, you can use the same fax resource to send and receive faxes safely and reliably: you don't have to worry about the fax transmission being affected by the paper jam or lack of ink in the fax machine, and you don't have to worry about saving the environment: you don't have to spend money on consumables such as fax machine, printing ink and fax paper, and the traffic processing and agent platform management system directly dials the extension number: when customers dial the hotline, they can choose to dial the extension number directly according to IVR voice prompts. It is convenient for customers to choose designated seats to serve them. Call Transfer: You can transfer the call to an expert seat or a designated external number. Call Hold: When an agent needs to inquire information or consult other agents/experts, he can "hold" the connection of the call line, and the system will play music for the caller. Support telephone agent and computer agent: computer agent includes telephone and soft phone, and the platform provides functions such as automatic overtime transfer, agent busy setting and call transfer. The monitored seats can check the status of other seats: you can sign in and check out other seats/go online and offline/forcibly remove/forcibly insert/monitor/hang up/wait for connection, and you can also transfer when talking. WEB management, query and report are based on popular B/S query, analysis and statistics mode, and can be analyzed and investigated according to different modes. The statistical reports provided include: call log, traffic statistics, traffic statistics, call loss rate statistics of agent group, average waiting time statistics, report export, etc. Time condition function description: related to the setting of time group range, set the operation direction of time matching and time mismatch. Realize the functions of adding, modifying and deleting time conditions. Fuzzy search function is realized by time condition name. Description of Basic Item: Time Group: select the time group range of time conditions. Name: time condition user-defined name. Matching Target Operation: the operation direction when matching the range defined by the time group. Target Operation Mismatch: the operation direction when it does not match the range defined by the time group. The conference function description realizes the function of creating a voice conference, and both agents and incoming users can join the conference. Realize the addition, modification and deletion of meetings. Support conference name fuzzy search function. Basic Project Description Meeting Number: the number of the meeting, which can only be a number. Conference Name: the name of the conference title. Password: the authentication password when joining the meeting. Administrator password: the password of the administrator when entering the meeting. Join message: a message played to callers before they join the conference. Host Waiting: Wait before the meeting starts until the host (administrator user) enters the silent mode: no music is played when joining/leaving. User Count: Announce users to join the meeting. User Join/Leave: notify the user to join/leave the meeting. Waiting for music: Enable waiting for music when there is only one caller in the conference. Recording a conference: Recording a conference call. Customer relationship management system automatically pops up the incoming call screen: when a customer calls, the system will automatically query whether there is this number in the customer database immediately. If it exists, it will automatically pop up the basic information and recent call records of the customers it serves. If it does not exist, the Add New Customer window will pop up. Customer data import: Support batch import of customer original data from excel and telemarketing through call center. Complete customer database: with customer information options, such as basic customer information, customer contact records, outgoing and incoming contact history. Customers can choose to integrate seamlessly with the customer relationship management systems of other CRM suppliers, thus easily maximizing customer value. Create a unified corporate image
Improving the level of customer service will significantly improve customer satisfaction, enhance the sales ability of enterprises, promote the growth of enterprise profits, establish quantifiable performance evaluation indicators based on data, promote the realization of employee value and satisfaction, and reduce the communication cost and business operation cost of enterprises.
Provide objective customer data and report tools for enterprise decision-making and promote scientific decision-making.