System Overview
DeShiWeiYe HWD Converged Call Center represents the fifth generation of lp-converged distributed callcenters，embodying new technologicaltrends inthe call center industry. lt adopts the latest integrated lp core design,.enabling large-scale inbound and outbound call processing, agent transfer.sign-in and sign-out, and all traditional call center functions without theAdditionally, it offers advanced featuresneed for any externaldevices.such as remote agents via VOlP, intelligent call distribution, an easy-to-IVR system,qualityinspectionsystems.ca l/recordingsuseteleconferencing, voicemail, call reports, automatic outbound calls, instantmessaging, and CRM customer relationship management. With its high costeffectiveness, it provides powerful functionalities and rich applications
Voice services
Customerscommunicate withcallagents viamobile phonescenteran0landlines. The system offers various routing and queuing strategies to ensurecalls are routed to the most suitable agent. During the customers call, the agentneeds to initiate another session (for consultation or discussion). This can bedone by maintaining the call, muting the agent, or after the consultation ordiscussion, ending the call, removing the mute, and resuming the conversation.The agent can be set to various statuses, such as busy, idle, requesting break, checkin, and checkout work statuses. lf an agent encounters problems that cannot be resolvedindependently during service, they can seek help from other agents through internal calls.internal assistance, three way calls, or call forwarding, to collectively participate inresolving customer issues.
The system features advanced telephone switchboardcapabilities, allowing all office extensions to be connected to the system or integrated
Recording bus iness
Record the voice service of customers to facilitate the recording of customerand agent calls for playback after the event. The main user is the agent servicequality inspection to evaluate the satisfaction of service personnel, which is animportant performance assessment of the agent.
voluntarily IvR
The customer uses the phone to dial the call centers self-service access codeand follows the voice prompts to handle self-service transactions. The call centerreceives the customers key selection input, such as province lD, phone number.password.date, time, and answer information; after completing the self-serviceprocess, the call can be transferred to a live agent for human service, and it alsosupports transferring from human service back to the self-service process. Quality inspection business.
The call center supports quality inspection operations for the operator,thatis, the quality inspector can listen to the operators call, insert and otheroperations; it supports a variety of quality inspection methods such as real-timevoice paper and post-voice quality inspection.
Monitoring business
Data monitoring: The system provides real-time call status monitoring withinthe system.
Voice monitoring: each seat can realize the full-time incoming and outgoingcall recording service, and the team leader seat can listen to the calls ofthe people in the queue under its jurisdiction online.
Quality Control Seat Status: Each seats status can be divided into Ready, On Holdfor Business, On Hold for Personal Matters, Organizing, 0utbound Work, Answering onBehalf of 0thers, Gustomized, etc. Different seat statuses represent the currentwork conditions of the seats. The team leader can view the work status of all seatsin their jurisdiction and can forcibly change the seat status. In Supervision Mode,the quality inspector can speak to theGeat.but the customer cannot hear it:however, the quality inspector can hear the conversation between the customer andthe seat.
Score after the call ends
When the customer service agent is about to finish answering the call, he/shewill actively prompt the user to rate the satisfaction of the customer serviceagent. After clicking the satisfaction rating, the customer service agent will hangup and continue to answer the next call, while the user will give the ratingaccording to the voice prompt. The rating results of each customer service agentwill be recorded in the report summary.
Call report
The call center system provides comprehensive and powerful voice report services for the call center.The report content is mainly divided into: lnbound:total number of calls, number of conversations, abandoned calls, connection rateabandonment rate, total duration, longest duration, shortest duration, averageduration. 0utbound: total number of outbound calls, number of conversations, totalduration, longest duration, shortest duration, average duration.
Flexible shift scheduling
The call center system supports different tasks and functions at different timeswhich can be divided into multiple periods: working hours, off-hours, rest time.holiday adjustment; different periods can play different self-service voice services ortransfer to different target tasks, and the rest time can automatically call the dutyoperator and mobile phone or voice mailbox.
Flexible call queue routing
The HWD call center system can automatically query the current number location according to the incoming number, and allocate the call to the local operator service according to the incoming number, If there is no remote operator in the number location,the call can be allocated to the area closest to the region (rules need to be set inadvance)or redistributed to the general force column.
Fax and SMS services
The call center system provides a complete fax solution that enables bothtraditional fax to fax and mail to fax/fax to mail services.SMS service provider: The call center system provides an interface for the SMSprogram of the Sp service provider.
new funct ion
The system employs fifthgeneration call center deploymenttechnology-IPconverged distributed call center technology. This technology cantransmit voiceover the network to the other end and restore the voice signal, achieving thepurpose of communication. In this way, during multi-party calls, multi-party
