Solution Overview:
Call center system is a comprehensive information system that makes comprehensive use of telephony, computer technology, the Internet and other carriers to provide customers with personalized services.
The call center system is a comprehensive service window that centrally accepts customers' various demands for business services and provides them with telecommunication services with a unified interface. It is supported by the existing comprehensive business system, realizes data *** enjoyment, and accomplishes functions such as business inquiry, customer complaint, business consultation, business registration, value-added service, data analysis and management.
Call centers are divided into: inbound call centers and outbound call centers according to the direction of telephone calls. The business call center belongs to the outbound call center, which is a call center mainly for telemarketing, market survey and customer return visit, and it is the profit center of the enterprise.
The purpose of call center construction:
1) the center of the service: through the call center to improve the quality of service and service efficiency in order to win the favor of more customers, not only increase the number of customers and increase revenue;
2) the center of the profit: through the call center to provide services to reduce the cost of services, through the call center marketing, but also to reduce the cost of goods sold to increase
3) The center of management: through the call center customer information management module to manage customers, improve the customer management system, optimize the management structure, and improve the work efficiency.
Solution Network Diagram:
Call Center Solution Network Diagram
Solution Network Diagram Description:
ShuPin Technology IPPBX as the core equipment of the call center, in the realization of the enterprise voice communication needs at the same time, but also has a call center voice platform access function, that is, both the enterprise switchboard and the call center voice platform server function.
1) Database, CTI&IVR, and application servers collaborate with IPPBX to realize the call center application system functions;
2) Seats can use soft phones and analog phones in two ways, the soft phone through the enterprise internal data network access to the IPPBX, and use B/S mode to enter the call center application system, to realize the interaction with customers;
3) IPPBX provides access to the office telephone network;
4) IPPBX accesses the carrier network through E1/FXO/SIP.
Adapted to users:
This product is mainly used in government, banking, medical and health care, insurance, education, transportation, tourism, postal service, logistics and other industry organizations.