Lexinjie IP Call Center provides enterprises with a distributed call center solution based on IP technology, that is, an IP call center platform is established in the enterprise center, distributed call centers are established in all branches, and the centers in all districts are connected with the central platform through ATM or DDN lines to realize voice and data transmission and * * *. All kinds of servers needed by the whole system are located in the main center, and all sub-centers only need IP gateways and multimedia computers with Internet access. The system is distributed service and centralized management, which can not only make customer service more convenient, more local characteristics and lower cost, but also the customer service manager of the center can comprehensively monitor and manage the customer service quality, efficiency and effect of each sub-center, so as to solve the service quality, service cost and service management problems that the customer service department is most concerned about.
Lexinjie IP Call Center builds a call center based on VoIP remote proxy. With the rapid development of Internet technology, VoIP technology is being applied to all walks of life, which is an indisputable fact. Lexinjie IP Call Center The call center based on VoIP technology can solve the following problems for companies with branches in various places:
1. Each branch publishes its own telephone number, which is confusing and hard to remember.
2. Decentralized personnel and uneven quality level of each branch result in decentralized management and diversified service entrances.
3. The customer service process is incomplete and the service does not form a closed loop.
4. The Head Office cannot effectively monitor and digitally manage the service processes of branches.
The cost of inter-office calls between headquarters and branches is still high.
Topology Diagram of Lexinjie IP Call Center
Brief introduction of the function of Lexinjie IP call center
1 telephone exchange
Realize complete and stable switching functions: incoming and outgoing calls, call forwarding, unconditional transfer, busy transfer and no answer transfer; Call forwarding, call holding, call waiting, call parking; Answer the phone; Packet telephone answering function; The group vibrates and rings in turn;
2 Distribution construction
Through the core exchange of VOIP, the agent/extension can be deployed not only in the local area network, but also remotely around the world through the Internet. Realize decentralized office and centralized management.
3 IVR function
IVR (Interactive Voice Response) is an important part of the call center, which is mainly used to provide voice prompts for users' telephone calls, guide users to select service content and input data needed for telephone transactions, accept information input by users on the telephone dialing keyboard, and realize interactive access to computer databases and other information materials. IVR can replace or reduce the operator's operation, thus improving efficiency, saving manpower and realizing 24-hour service. At the same time, it can also be convenient for users, reduce the waiting time of users and reduce the number of telephone transfers.
4 telephone queuing
Set the waiting queue of mobile phone independently, and select the location of waiting music, smart play queue and waiting time.
5 automatic call distributor function
ACD is used when a group of agents handle a large number of incoming calls and the traffic can be evenly distributed among the agents. According to the principle of "first come, first served", it gives the first call to the agent who has the longest idle time, which is the core of the paging queuing system. ACD adopts the most advanced balance algorithm and overflow algorithm, which makes the traffic get the most uniform distribution, shortens the waiting time of customers and improves the service quality. When customers are waiting for acceptance, Sino-German Flynn ACD can provide a variety of processing methods, such as recording, music waiting, overtime overflow and so on, thus reliably ensuring the quality of service to customers. On the other hand, for managers and operators, ACD also provides powerful system function, seat function and monitoring seat function, which can provide customers with more flexible and diverse services and make internal control more effective and reliable.
6 system operation monitoring
You can view the status of all agents, queues, relays, conferences and telephone calls, and you can initiate, transfer and terminate calls.
7 voice mail box
Provide all kinds of information to go to voice mail. You can play the voice message directly on the computer or listen to the voice message using the telephone extension terminal.
8 multi-party meeting
You can call the extension, you can also make other calls, and you can also call the conference room directly from the outside line.
9 Fax sending and receiving
You can receive faxes and send them to the set mailbox. You can send faxes and realize fax mass sending.
10 outbound service
Import data, and the system will automatically initiate a call to the customer and connect the call with the designated agent or voice menu.
Extension 1 1.
No matter the business trip, vacation or change of office location, as long as you can surf the Internet and run the soft phone, you can answer and make calls and handle daily affairs as before, without any change, and realize the real mobile office. (The server needs to set a public network address or use a dynamic domain name)
Extension 12 is bound to other mobile phones.
Each extension can be bound with more than three other telephones, including fixed telephones, local telephones and mobile telephones. When there is no answer at the extension, it will automatically call other phones in turn to realize the function of one number.
13 forced demolition, forced insertion and forced rotation
14 call forwarding
15 time-sharing automatic answering machine
16 Instant feedback from customers
After the agent's customer service hangs up, the system will actively invite customers to rate and evaluate the agent's service satisfaction. It is beneficial to supervise and evaluate the customer service level of agents.
17 white list (vip channel)
Important VIP customers can be listed in the "white list", and the white list can directly call the set extension without IVR voice navigation, saving each other's time.
18 to the electric screen
Caller and caller information are displayed on the screen. No matter whether employees call in or go out every day, the caller's information, historical contact records and call summary will be immediately displayed on the computer screen at work, and relevant work records can be made to classify the customer's demand level during this call for future inquiry. If you really didn't hear his voice, you would know him. At the same time, the call records can be used to conveniently check the call records of various time periods every day, so that we can keep close contact with customers at all times.
19 recording management
Telephone calls were recorded in a large number of computers. Telephone calls are recorded in a large number of computers, and various indexing conditions and fuzzy queries are established for future queries. They can also be played freely and listened to repeatedly. Important conversation content is not omitted, and it is also easy to submit to higher authorities for analysis.
20 SMS function (optional)
Support users to send and receive short messages in various forms such as short message cats or short message channels, and support short message group sending.
2 1 customer management
Electronic address book in customer and contact mode. It is very convenient to use the most advanced concepts of customer and contact in CRM to establish an address book and find the contact information of contacts and customers (units).
22 Sales Opportunity Management
By establishing opportunities, the sales work arrangement can be more targeted, and the sales trend or other sales data in a certain period of time can be counted in real time, thus improving the transaction rate.
23 system management
Manage the telemarketing team with the management idea of role and authority. The general manager can find the data of all telemarketers, while employees can only manage their own data. * * * Using a database, when any user uses a certain data, the computer can immediately display the relationship between others and the data.
Characteristics of Lexinjie IP Call Center
1.IP call center adopts the unified telephone access method of headquarters, and only needs to announce the telephone number of headquarters. Headquarters access line supports 400 telephones, ordinary telephone lines, analog relays, digital relays, etc.
2. The headquarters agent transfers the call to the remote agent of the branch online, which can realize the three-way call between the customer, the headquarters agent and the branch agent;
3. When the remote agent of the branch answers the phone, the computer will automatically pop up the information of the calling customer;
4. It has value-added functions such as full recall, conference call, call monitoring, detailed call list, voice mail, etc.
5, convenient management, unified configuration, management and upgrade;
6. Business data, customer data, total recall and service records are stored in the headquarters, which is convenient for the headquarters to monitor and manage the whole service process;
7. Flexible networking methods, such as ADSL, DDN, ISDN, residential broadband, etc.
8. When the network is stable, the voice quality can be comparable to that of the traditional PSTN;
9.IP call center adopts the construction idea of centralized management, centralized data and decentralized seats. Provide customers with a unified service entrance and a unified standardized service;
10, FXS/FXO/E 1 have flexible interfaces, good compatibility with the original PBX of the enterprise and simpler dialing rules;
1 1, providing a telephone console, which can see the status of all extensions, queues, simple conference calls and permanent telephones; You can also initiate; transfer and hang up calls;
12, intelligent routing, whether outgoing or incoming, the system can intelligently judge and select the most suitable route according to the calling and called numbers;
13, built-in enterprise-level mail system, realizes the separation and compatibility of internal and external network mail, and users can set up super-large mailboxes by themselves;
14. It has the function of one-number communication and can be opened for every employee of the enterprise. When employees are not at their desks, the system will automatically transfer to their personal mobile phones or other contact numbers;
15, the system has its own fax server, which can realize paperless fax. Employees can not only view faxes received by the system through the fax console, but also send faxes directly from their own office document pages.
16. It has all the functions of a small call center without redeveloping or buying new equipment.