Call Center Solution, Auto Call Back, Internet Phone

	RFID

	RFID Process Control

	RFID Asset Control

	RFID Distribution Control

	RFID Inventory Control

	RFID Access Security

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	Middleware

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	Call Center Solution

	WMS

Call Center Solution

Home > SOLUTION > Call Center Solution

* Work efficiency improvement and Service quality improvement through the unified
   access point of customers
* Managing basic information, requests, purchasing records and other work history of
   customers totally and establishing counterplans
* With an introduction of Data warehousing method, analyzing customer’s interests,
   the propensity to purchase and purchasing records and establishing appropriate
   sales strategies

Function	Detail Discription
PBX	Circuits like technology support and service development / management area and a circuit for consulting are in the same PBX and it shares service technology support and service changes/new ideas with customers
CTI Middleware	It can perform a service having functions, performance and consistency and it can be installed and increased independently in case of the future changes of Telephony equipment, H/W and S/W.
Application (CRM)	It uses CRM development tool and supports that consultants share all information with a support of CTI M/W.
Database	TM strategies through customer’s propensity and consulting analysis. TM strategies through customer’s propensity and consulting analysis.
Back-Upformation	With CTI M/W’s duplicated formation and duplicated servers of CTI and CRM, constitute H/W and S/W that make it possible to pass controls over other servers in case of error.
ANI utilization	Compare ANI information with customer’s all phone numbers (Home, mobile, office) and make the customer’s information pop up in screen.
Expected Wait Time	When all consultants are busy, use all accumulated statistics data, predict an expected wait time to be available and let the customer know.
Auto Call Back	After announcement of expected wait time, upon the customer’s request, connect a consultant by PDD (Predictive Dialing)
Cut off in conversation	When the customer call again after the previous call cut off,support that the customer can talk to the previous consultant upon the customer’s choice or the consultant can call the customer automatically.
Synchronized internet screen	Synchronize the screen of website of both consultant and customer so make the consultant show the customer the screen and consult.
Internet Phone	Consult using an internet phone with the customer who can use an internet phone.
Customer’s reques	To meet customer’s purposes on calling, (in case of classifying inbound for each number) print related screen and guides on the consultant’s screen and make the consultant use it.
Personal Statistics of consultants	Provide personal management and statistics data for each consultant and make the consultant use it at work operation.
Real time monitoring	Get hold of a real time situation of call center and make the consultant use various policies appropriate for situations.
Schedule control of consultants	Use call prediction results by various statistics data and support controls of work shift of consultants
Notice control of consultants	manage urgent and general notices necessary for consulting work.

> Provide various information for call center management
       - Call flow analysis
       - Consultant management and Work analysis allocated to each consultant
       - Management on areas which need agent education and training
> Expansion considering the future system increase
       - It can expand from a single small-sized call center to the multiple large-sized
          call centers.
       - It can manage a particular agent, agent group and an agent in a particular agent
          group appointed and it can also manage thousands of agents.
> Support Administrator
       - Administrator manages all reports and operating situations in administrator’s PC
          without CMS exclusive terminal.
       - GUI support in the user-friendly MS Windows.
> Custom Report
       - Make customers generate customer’s own report needed in Sun workstation.
> ACD Administration
       - Change the use of extension when consultants are logged out.
       - Start tracking of consultants
> Graphics (option)
       - A function that shows a graphic report in CMS
>Time tables
       - Scheduling function that make works be operated at the planned time
> Short Cuts
       - Save frequently used functions and reports in script.
> EAS (Elite)
       - Interface with EAS, a function of call center S/W, Elite.
       - Administrator can change the consultant’s skill by coming calls.
       - Option function
> Announcement of expected wait time when all agents are busy
       - EWT (Expected Wait Time) supported by an exchanger
> Compatibility with other Application
       - Compatible with Text document, E-mail and Spreadsheet like Excel and Word
> Security Control upon the security request
       - Access restriction with a password
> Available to change to Web Call Center
       - Available for conversation through internet in the future
> Compatibility with other equipment
       - Easy connection with various servers and other API
> Make DB of all customers’ information and Put new marketing strategy and CRM S/W
   together
       - Available for marketing and DB connection with CRM using customers’ information.

Expected effects in a customer’s view

: It prevents call relay and saves time in calling with a single point of
contact with a customer.
: Customer can request and obtain information whenever (24hrs/7days)
: It guarantees services and appropriate counterplans for customers’ request.
: It provides a personalized service by a class and taste of customers with DB.
: It can secure an easy channel to companies, give a fast and consistent service
and solve the problems efficiently.

Expected effects in a company’s view

: Total cost reduction by overhead cost reduction
: Improvement of the customer’s satisfaction
: Competitive advantage guarantee
: Betterment of the company’s image
: Increase of Sales
: Increase of Customer Lifetime Value
: Increase of marketing opportunities through capture and analysis of
customers’ information
: Secure counterplan for various distribution channels and efficient customer
contact points
: Improvement of work satisfaction of sales and marketing department by
availability for smooth services to customers.