CALL CENTER SOLUTION

BACKGROUND OF THE PLAN:

With the deepening trend of economic globalization and the continuous advancement of technology, market competition is becoming increasingly fierce, especially after entering the WTO, the competition among enterprises will inevitably enter a white hot stage. The traditional business model is no longer suitable for the new social development needs of today, and services have become the focus of modern competition. The company's interests directly come from customer satisfaction, and it is urgent to strengthen and establish first-class customer relationships.

Call center is an integrated product that caters to this trend. As a constantly developing technology and its practicality, call center has been recognized by a large number of customers and has been widely used in industries such as telecommunications, banking, postal services, mobile, civil aviation, railways, insurance, etc. Therefore, call center will have a bright future. Enterprises and institutions will choose suitable call centers based on their own needs to maximize economic and social benefits. The customer has proposed the need to establish an incoming call center based on the actual development needs of the enterprise, in order to achieve call center functions such as call allocation and transfer.

SOLUTION：

        Based on customer needs and past work experience, this solution is based on the implementation of voice communication functions, combined with the development of IP networks as the business core, and designed with the concept of integration, intelligence, and convenient management. It integrates multiple application modules such as IP networks, traditional telephone networks, and third-party application platforms to achieve the call center functions required by customers. This system adopts Xiaoben Technology's new generation digital program-controlled switch as the core switching equipment, and cooperates with various communication terminals of users to form a network.

ADVANTAGES OF THE PLAN：

1. Provide a comprehensive solution

The call center system of Xiaoben Technology is a highly intelligent, productized, and all media new generation multimedia call center system. It has powerful functions, stable performance, simple maintenance, and can be installed and used immediately. It integrates advanced computer, communication, network, database and other technologies to achieve voice, fax VoIP、WEB、E-mail、 Unified access to multimedia such as short messages.

2. Flexible network deployment mode

The call center system of Xiaoben Technology can be deployed based on private networks, IP networks, 4G/5G/WIFI, various relays, etc. All devices on the core platform of the system can be deployed in any area covered by IP and wireless networks, so the most appropriate networking mode can be selected according to the actual project needs of users. It can effectively solve the problems of single internal networking mode, inconvenient later expansion, and poor backup capability for users.

3. Local/remote unified management

All communication devices in Xiao Ben Technology's call center system support both local and remote maintenance modes. Maintenance personnel can remotely log in to the backend of each device to perform system monitoring, configuration, modification, and other operations, facilitating centralized maintenance and management of the entire system.

4. Centralized recording

The integrated communication system of Xiaoben Technology can achieve real-time recording of voice calls from all terminals within the system by installing a recording board. Without the need to configure other recording servers or other devices, recording files can be stored on a recording board or on a remote server. Remote recording, storage, transcoding, playback, retrieval, and other operations of recording files can be achieved through IP networks.

5. Multiple optional backup strategies

The Xiaoben Technology Fusion Communication System can provide multiple reliable deployment mechanisms to effectively ensure the stable operation of the system.

Equipment backup: The digital program-controlled switching equipment used in the system supports redundant hot backup of the main control board, power board, and recording board, enabling seamless switching in case of failure.

Backup of external channels: The system supports access interfaces for various operator networks such as FXO, IPO, digital relay, IMS, etc., ensuring that in the event of a relay failure in one operator, it can be exited through the relay of other operators. Ensure interconnectivity with external lines under all circumstances.

6. Customized development interface and flexible business expansion in the later stage

The call center system of Xiaoben Technology supports a maximum expansion of 1792 channels and adopts a modular design with strong system integration. The architecture is also very flexible, suitable for various application environments such as several agents to thousands of agents, centralized to distributed, and single application to complex comprehensive applications.

FUNCTIONAL FEATURES:

Voice exchange function

1. ACD intelligent call allocation

The ACD function is a system that automatically routes queued calls to corresponding agent representatives according to certain rules based on specific algorithms, in order to arrange call resources reasonably and improve processing efficiency. ACD is a pure software based queuing machine that can quickly and conveniently develop specific queuing strategies when customized according to business needs.

Multi skill level routing: Agents can belong to multiple skill groups, and different skill levels can be set in each skill group. Agents can choose to log in to one or more skill groups when logging in. According to the skill group selected by the user, incoming calls will be given priority to higher-level agents among all agents who have logged into that skill group.

● Report current queue count: When a call enters the queue, the system can report the current queue count that is already in the queue.

2. IVR voice navigation

When a user calls, automatic voice is answered, and through voice prompts or voice recognition, the user can dial or speak according to the prompt content to obtain the required information or transfer to the corresponding city's artificial seat. According to leadership requirements, strategic adjustments can be made.

Automatic voice response

Customize personalized welcome words and voice navigation settings, providing an interface for end customers to easily change voice content and process settings on their own. The voice menu hierarchy can be set arbitrarily.

Multi business support

It can automatically enter the corresponding non working time processing flow for incoming calls according to the set schedule (such as the end of work time, holidays, etc.).

Business transfer

During the operation of business processes, depending on the actual situation, it is sometimes necessary to transfer from the current business to other businesses. Business transfer refers to the transfer between different processes within an IVR.

Recording prompt

You can set the system to automatically broadcast recording prompts before manually answering incoming calls, such as: "In order to improve service quality, your call may be recorded...".

3. Automatic seating

When the user selects a manual seat and the seat phone is idle, the phone will switch from automatic voice to manual seat and can be strategically turned off according to emergency requirements.

4. Seat check-in and check-out

When an agent logs into the system with their username and password, their phone will ring and they will be assigned a call. Once the agent signs out of the system, the call will be automatically assigned to other agents.

5. Blacklist/Whitelist

Blacklist: can be set to block, automatically hang up incoming calls or hang up after playing warning voice, or transfer messages, or transfer specific processing procedures, etc.

Whitelist: Automatically classify incoming calls based on their phone numbers, enabling different processes for different categories of customers and providing priority services for VIP or paying customers

Call function

The main functions include call forwarding, point calling, group calling, group calling, rotation calling, multi-party calling, incoming calls (call selection and transfer), incoming call blacklist, call management (monitoring, forced disconnection, forced insertion), and intelligent identification of the destination.

1. Soft seat function

Normal seat functions: login, logout, show busy, show idle, work number broadcast, pause, ring, screen pop up, call data synchronization, off hook, receive code, hang up, return to IVR, call to business group, call to designated seat, extension, call forward, call busy, call busy, hold/release, multi-party call, internal meeting, outbound, playback.

● Class monitor seat function: monitoring, forced disassembly, forced insertion, interception, joining ACD, leaving ACD, forced busy, forced idle, forced check-in, forced check-out, seat monitoring, queue monitoring.

2. Call screen bounce

The system retrieves information such as the number and time of incoming calls, and displays it in the form of a pop-up window in front of the user through the middleware client installed on the terminal workstation. When the operator receives a ringing call, the caller screen system will first compare the call number in the system database. If there is relevant information about the call, the caller's personal information and call history will be automatically associated in the pop-up window. To facilitate the agent to understand the identity and information of the caller in a timely manner. At the same time, it can also provide a better calling experience for callers. And the seats can perform service work and keep records.

3. Narrative Knowledge Base

Query, add, modify, delete dialogue information, and customize functions. The team leader of the seated team can customize standard language according to their own needs, such as saying hello after answering the phone, saying "I'm glad to serve you" before hanging up the phone, and other polite language. The seated team can learn how to express themselves normally. If the conversation help function is enabled, the system will display a conversation prompt when a call is made, improving the service quality of the seat staff.

4. System configuration management

The seat team leader can set various parameters of the system and implement hierarchical management of system operator super users for permission management. Set the permissions of super users for agents and system operators. Seat management can achieve settings such as extension numbers, seat names, and seat skills.

5. Status monitoring

It can monitor the operating status of all extensions in the system, including ringing, in call, hanging up, etc. The interface can also display extension and external line numbers, whether they are calling or called. Administrators only need to click on an extension icon that is in a call state to perform operations such as listening, forced insertion, and forced disconnection on the extension.

6. Telephone monitoring

When the seat personnel are on a call, the administrator user can perform phone monitoring operations to monitor the conversation content between the seat personnel and the caller. At the same time, they can also timely understand the service quality, work attitude, and ability of the seat personnel. Administrators can also perform forced insertion and disconnection of call functions.

7. Complaint internal handling

After receiving a complaint, the team leader registers the content of the complaint (complainant, contact phone number, complaint type, complaint object, complaint content, other information, etc.), generates a complaint form, and carries out tracking and handling operations based on the complaint content.

8. Recording module

By installing a recording board, real-time recording of voice calls from all terminals within the system can be achieved. Without the need to configure other recording servers or other devices, recording files can be stored on a recording board or on a remote server. Remote recording, storage, transcoding, playback, retrieval, and other operations of recording files can be achieved through IP networks.

9. Telephone assistance function

Intelligent determination of ownership location

Wireless intercom scheduling

Various types of walkie talkies HF, 4G intercom and mobile phone for grid connected calls, supporting dual component channel conversations for intercoms, and recording intercom voice.

Information service function

1. SMS function

After the agent has a call with an external line, the agent can send a text message to the other party online according to the process requirements.

Implement functions such as single sending, group sending, group sending, SMS templates, and scheduled sending of SMS.

And on this basis, it supports fuzzy queries of historical SMS messages and the range of queries that can be set according to permissions.

Fuzzy queries with historical SMS records can be based on the content of the SMS.

2. Voice conference function

It can initiate voice conferences, notify personnel to attend meetings, conduct voice conferences, and designate speaking rights for leaders to quickly handle issues. It also supports internal and external telephone functions.

3. Fax function

Integrated fax can be sent and received through fax machines and systems (supporting single, group, and timed sending).

Statistical report function

1. Call report

You can query and analyze the number of incoming calls, incoming call list, incoming call duration, and average duration at any time based on conditions such as date, time, department, and employee; Call frequency, call list, call duration, average duration; Number of missed calls, list of missed calls; Statistical analysis of the acceptance and processing status of call lists for daily, weekly, monthly, and other time periods.

2. Seat Record Report

Statistics functions such as the number and response time of seats, call records, and audio recordings. Export XLS file.