Applicable industries include: e-commerce, ticketing, tourism, catering, fund securities, IT services, consumer goods and services, home appliances, manufacturing, government, medicine and health products, transportation, radio and television media, education, etc.
Supported business types include: e-commerce center, telemarketing center, reservation center, customer service center, consultation hotline, service acceptance center, technical support center, etc. The following are the functions of the system:
1, switch -IPPBX: The system has the access capability of analog, digital and SIP relays; Realize basic voice exchange services, including common telephone exchange functions such as dialing, answering and transferring calls.
2. Automatic traffic allocation -ACD: Support linear, cyclic, ACD priority, minimum number of answers, maximum idle time, call memory function allocation and other queuing methods.
3. Interactive voice response -IVR: Through IVR system, customers can use audio keys to input information by phone or voice; Obtain pre-recorded digital or synthesized voice information from the system platform.
4. Monitoring seats: The monitoring seats in the call center system not only have the functions of ordinary seats, but also have powerful monitoring functions.
5. Manual agent: an agent is a direct individual who provides manual services in the call center system; It has powerful functions such as agent login/logout, telephone answering, telephone transfer, telephone outgoing, telephone answering, telephone parking, three-way call and data pop-up.
6. Call monitoring management: The call monitoring management system (CMS) is responsible for real-time monitoring the working state changes of ACD queues, seats and other equipment; So as to realize the real-time monitoring of call queuing, processing and the working status of agents, and assist enterprises to effectively manage resources.
7. Statistical report: the system provides seats, ACD queues and relays. , and provides various report types such as time report, daily report, weekly report, monthly report, quarterly report and annual report.
8. Recording monitoring management: The system provides the recording and real-time monitoring of trunk lines and seat lines, provides the network console to monitor the recording status, provides the functions of inquiring and playing the recorded files, manages the disk space, and makes automatic and manual backups of the recorded files.
9. Fax management: Fax function can be integrated with IVR function. When a fax user dials the call center, VoxLink is responsible for voice processing and controls the IVR process of receiving faxes. When the user requests the fax service, it automatically calls the fax function and gives control to the fax service system.
10, customer information management: customer information, contact management, phone book function, filing management, and telephone number quick query; Import customer data in batches and define various work orders: consulting work orders, sales work orders, maintenance work orders, complaint work orders, task work orders, closed-loop workflow and work order circulation.
1 1, customer relationship management: intelligent CRM comprehensively integrates customer contact means, including: Web, email, SMS, PDA, telephone, fax, etc. , and can set the corresponding template to automatically complete batch customer communication and automatically archive customer contact information. Help enterprises to establish a fast and multi-channel customer communication platform, timely understand customer needs and provide effective services. Realize all business management requirements such as sales management, marketing management, after-sales service management, inventory management and decision analysis.
For more information, please visit (Shanghai Xiesheng Information Technology Co., Ltd.)