Call Center Solution

Background of the Proposal:

As economic globalization deepens and technology advances, market competition intensifies, particularly since joining the WTO. The competition among enterprises is bound to escalate to a boiling point. Traditional business models are no longer suitable for today's new social development needs, with services becoming the focus of modern competition. The company's profits directly stem from customer satisfaction, reinforcing the establishment ofStableClient relationships are of the essence.

The Call Center is a comprehensive product that taps into this trend. As a continually evolving technology with practical applications, the Call Center has gained widespread recognition from customers and is widely used in industries such as telecommunications, banking, postal services, mobile, civil aviation, railroads, and insurance. Therefore, the Call Center is sure to have a bright future. In response to the actual development needs of their businesses, customers have expressed the demand for establishing an inbound Call Center to achieve functions such as call distribution and transfer.

Solution:

In response to customer needs and leveraging our past work experience, this solution is based on voice communication functionality, with the development of IP networks as the business core. Designed with an integrated, intelligent, and convenient management philosophy, it combines multiple application modules such as IP networks, traditional telephone networks, and third-party application platforms to achieve the required call center functions. The system utilizes a new-generation digital switching exchange from Xiong Bao Technology as the core switching equipment, coordinating with various communication terminals of users to form a network.

Solution Advantages

1. Offer comprehensive solutions

The Xiaobeng Technology Call Center System is a highly intelligent, productized, and omni-media new-generation multimedia call center system with powerful functions, stable performance, and simple maintenance. It can be installed and used immediately. It integrates advanced technologies such as computers, communications, networks, and databases, achieving unified access to multimedia services including voice, fax, VoIP, WEB, E-mail, and short messages.

2. Flexible Network Deployment Models

The call center system from Xiao Bēn Technology can be deployed on dedicated networks, IP networks, 4G/5G/Wi-Fi, and various trunks. All devices on the core platform of the system can be installed in any area covered by IP networks and wireless networks, allowing users to select the appropriate networking mode based on their actual project requirements. It effectively addresses challenges such as the singularity of internal networking modes, inconvenience in later expansion, and poor backup capabilities.

3. Unified Local/Remote Management

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

4. Concentrated Recording

Xiaobeng Technology's integrated communication system enables real-time recording of voice calls from all terminals within the system by simply adding a recording board. No additional recording servers or equipment are required. The recorded files can be stored directly on the recording board or on a remote server, allowing for remote operations such as recording, storing, transcoding, playback, and retrieval of the recorded files via IP networks.

5. Multiple Backup Strategies Available

The Xiaobeng Technology Integrated Communication System offers various reliability deployment mechanisms, effectively ensuring the stable operation of the system.

 Device Backup: All digital programmable exchange devices used in the system support redundant hot backup for the main control board, power board, and recording board, enabling seamless switching during faults.

Backup for External Channels: The system supports various operator network access interfaces including FXO, IPO, digital trunks, and IMS, ensuring connectivity through other operator trunks in case of a fault with one operator's trunk. This guarantees interconnectivity with external lines under all circumstances.

6. Customized development interfaces and flexible business expansion post-launch

Xiaobeng Technology's call center system supports scalability up to 1792 lines, featuring modular design and high system integration.HighThe architecture is also highly flexible, accommodating various application environments from a few seats to thousands, from centralized to distributed, and from single applications to complex integrated applications.

Feature Highlights:

Voice Exchange Feature

1. ACD Intelligent Call Distribution

The ACD function utilizes a specific algorithm to automatically route calls waiting in line according to certain rules to the appropriate agents, thereby efficiently allocating call handling resources and enhancing processing speed. The ACD is a purely software-based queuing system, which allows for the quick and convenient development of customized queuing strategies for business-specific needs.

● Multi-Skill Level Routing: Agents can belong to multiple skill groups, with different skill levels set within each group. When logging in, agents can choose to log into one or more skill groups. Incoming calls are prioritized to agents with higher skill levels within the skill group selected by the user.

● Announce Current Queue Number: The system can announce the current number of callers in the queue when calls are entered.

2. IVR Voice Navigation

Upon receiving a call from a user, the auto-voicemail prompts the caller to either follow voice prompts or use voice recognition to either dial a number or speak their request to obtain the required information or be transferred to the appropriate city's human customer service representative. Adjustments to the strategy can be made according to leadership instructions.

Automatic Voice Response

Customize welcome messages and voice navigation, offering an interface for end-users to easily modify voice content and workflow settings. Voice menu levels can be set to any preference.

Multi-Business Support

The incoming calls can automatically enter the corresponding off-hours processing flow based on the set working hours (such as office hours, holidays, etc.).

Business Transfer

During the operation of our business processes, it may be necessary to transfer from the current business to another based on actual circumstances. This business transfer is conducted between different processes within the same IVR.

Audio Prompt

Before transferring incoming calls to an operator, the system automatically plays a recorded announcement, such as: "For the purpose of improving service quality, your call may be recorded..."

3. Auto Seat

When customers opt for a live agent and the agent's phone line is available, the call will transition from an automated voice to a live agent, with the option to strategically disconnect according to emergency requirements.

4. Seat Check-In/Check-Out

Once the agent logs into the system using their username and password, their phone will ring and receive incoming calls. After the agent signs out of the system, incoming calls are automatically assigned to other agents.

5. Blacklist/Whitelist

● Blacklist: Can be set to block, automatically hang up incoming calls after playing a warning voice, or transfer to voicemail, or route to a specific handling process, etc.

● Whitelist: Automatically categorizes incoming calls by caller ID, enabling different processes for each category and providing priority service for VIP customers or paying clients.

Phone Feature

Key features include call forwarding, point-to-point calling, group calling, party calling, round-robin calling, multi-party conferencing, incoming calls (selective answer, transfer), blocked call list, and call management (monitoring, force disconnect, force insert), as well as intelligent location judgment.

1. Soft Seat Feature

● Standard Seat Features: Log In, Log Out, Set Busy, Set Available, Extension Number Announcement, Pause, Ring, Screen Pop-up, Call Data Synchronization, Pick Up, Receive Digits, Hang Up, Return to IVR, Transfer to Business Group, Transfer to Agent, Transfer to Extension, Call Forwarding, Call Busy Forwarding, Call Hold, Release/Release, Conference Calling, Internal Meeting, Make Call, Playback.

● Supervisor Seat Function: Monitor, Force Disconnect, Force Insert, Intercept, Join ACD, Leave ACD, Force Busy, Force Available, Force Sign In, Force Sign Out, Seat Monitoring, Queue Monitoring.

2. Incoming Call Pop-up

The system retrieves incoming call numbers and timestamps, and displays them to the user through a pop-up window on the terminal's middleware client. When a receptionist answers an incoming call, the incoming call pop-up system first compares the incoming number against the system database. If relevant information about the call is found, the system automatically associates the caller's personal information and call history in the pop-up window for the convenience of the agent.PromptlyIdentify the caller's identity and information. Also, enhance the caller's calling experience. Furthermore, agents can perform service work and make records.

3. Dialogue Knowledge Base

Dialogue information query, addition, modification, and deletion operations, and customizable features. Group leaders can customize standard phrases according to their needs, such as saying "Hello" after answering a call and "It was a pleasure serving you" before hanging up, polite phrases that can be learned by agents daily. If the dialogue assistance feature is enabled, the system will display dialogue prompts upon receiving a call, enhancing the service quality of the agents.

4. System Configuration Management

The team leader can set various system parameters and enable the system operator superuser分级 management function for permission management. Settings can be made for the permissions of agents and system superuser operators. The agent management allows for settings such as extension numbers, agent names, and agent skills.

5. Status Monitoring

The system can monitor the operation status of all extension phones, including ringing, in call, and hung up, with the interface also displaying extension and external line numbers, indicating whether it's an outgoing or incoming call. Administrators can simply click on an extension phone icon showing an active call to perform operations such as eavesdropping, force insertion, and force disconnect.

6. Wiretapping

During phone calls, administrators can perform phone monitoring, eavesdropping on the conversations between agents and callers. They can also promptly assess the service quality and work attitude, as well as the demonstration of skills by agents. Additionally, administrators have the capability to forcefully join or disconnect calls.

7. Internal Complaint Handling

Upon receiving a complaint, the team leader logs the details (complainant, contact number, type of complaint, subject of complaint, content of complaint, and other information) and generates a complaint ticket, then proceeds with tracking and handling the complaint based on its content.

8. Recording Module

With the addition of a recording module, real-time recording of voice calls from all terminals within the system is achieved. No need for additional recording servers or equipment; recording files can be stored on the recording module or remotely on a server, and operations such as logging, storing, transcoding, playing, and searching for recording files can be performed remotely over an IP network.

9. Phone Assistance Feature

Intelligent Location Determination

Wireless Intercom Dispatch

Translating "将各类对讲机" directly into English without additional context is challenging, as it's a phrase without a clear subject or verb. However, assuming the context is about introducing or announcing various two-way radios, here is a possible translation: "Introducing various two-way radios"HF and 4G radios now support interconnection for trunked calls, dual-channel conversations for two-way radios, and voice recording of radio communications.

Information Services Function

SMS Function

Following the call with the external line, the agent can send a text message to the other party as per the process requirements.

Achieve functions such as single message sending, group messaging, group distribution, SMS templates, and scheduled sending.

This feature also supports fuzzy search for historical SMS messages, as well as the ability to query within specified ranges based on permission settings.

A fuzzy search of historical SMS records can be conducted based on the content of the messages.

2. Voice Conference Function

Voice conferences can be initiated, staff notified for meetings, and the voice conferences conducted.CorrespondingVoting rights, convenient for leaders, quick issue resolution, and support for internal and external phone functions.

3. Fax Function

Integrated Fax Solution: Send and receive faxes via fax machines or the system (supports single, group, and scheduled sending).

Statistical Report Feature

1. Call Reporting Sheet

You can easily search and analyze incoming call counts, call logs, call durations, average durations; outgoing call counts, call logs, call durations, average durations; missed call counts, missed call logs; and statistical analysis of call handling and processing for daily, weekly, monthly, and other time periods.

2. Seat Record Report

Seat response count, response time, and other statistical features, call records, recording logs. Export as XLS file.

Detailed Features: