IP call center advantages and features

With the advent of the era of global economic integration and the rapid spread of the Internet and the development of information technology, the competitive environment is changing rapidly. Modern enterprises are facing more severe challenges and the competition in the same industry is becoming more and more fierce. In this situation, the ability of industries and enterprises to effectively manage existing customer resources and improve customer service is the key to their competitiveness. At the same time, effective access to customer data and flexible use of existing and new businesses has become a basic point for modern companies to establish competitive advantage. The call center helps companies to establish a complete and high-quality customer service system, strengthen contact with customers, and establish a good corporate image.

The earliest call centers simply used the phone to provide simple interactive services to users. With the further development and integration of modern communication, Internet and computer technology, the customer service center system is gradually separated from the specific hardware system, integrating more applications for customer service. Obviously, rapid informational real-time communication is more and more frequent, and the services undertaken by customer service are increasingly demanding diversity and efficiency, while traditional customer service centers have fewer types of services, simple methods, and information volume. Small and slow, it can no longer meet the requirements of users to easily and quickly obtain and transmit information.

The trend of technology and government agencies, various regionalized enterprises and business institutions and other large customer demand promote the rapid advancement of the call center market, puts very demanding requirements on the function and performance of the call center, and urgently needs to solve the distribution of call centers. Set up and reduce costs and other issues. IP Call Center, which uses VoIP technology, can meet the ever-changing needs of users. It is the application and implementation of communication system based on IP as the basic network architecture. It is the continuous integration of network technology and communication technology. The embodiment is especially reflected in the realization of the inbound and outbound functions. It can only be developed by telephone, VoIP, email, fax, message, etc., and brought to the industry, enterprises and institutions. The profound changes have enabled IT to manage and integrate its customer data.

Shanghai Spartan Information Technology Co., Ltd.'s IP-based integrated integrated call center, with advanced VoIP and software switching technology, can provide unified customer service for customers on the phone and the Internet. Communicate, share resources on the network, and interconnect with IT technology applications. It not only supports voice services, but also provides multimedia communication such as video and data. It can not only support traditional telephone terminals, but also support interactive modes such as text, voice, short message, fax, and voice mail from the Internet. It not only provides traditional call centers. Features, also provides some functional modules that are very distinctive. Therefore, compared with the traditional call center, the IP call center will have more cost and functional advantages, and the processing power will be greatly improved.

Network structure:

High flexibility and flexibility

Spartan integrated call center platform seamlessly embedded in the enterprise's personalized service process and information management system, it can integrate well with the Internet and database system to achieve data sharing.

Fully functional and highly integrated

The system integrates functions such as PBX, IP gateway, voice mail, recording monitoring, online calling, automatic traffic distribution, and conference call. At the same time, the system also provides an open third-party development interface, enabling the system to add new services quickly and easily. It integrates well with the Internet and database systems to enable data sharing and a variety of other business functions.

Distributed support

A multi-point, virtual unified customer service center has been realized. Agents do not have to be rigid in geographical location, and support mobile agents. Any mobile phone or landline telephone can be used as a remote seat of the Spartan system, which can realize physical extension of the seat. . Realize the mobile office in the true sense. Make remote management become a reality, as long as you connect to the Internet, you can support and manage call center services.

One-stop service

It uses a specific number as the access number of the telephone, and centrally accepts the user's telephone consultation, inquiry, and complaint. A unified customer service system will be built: a unified user access interface will be adopted to reflect the “one-stop” service.

Unified number: access with a uniform number;

Unified interface: a unified interface with customers;

Unified Standard/Unified Business: Unified Management, Handling, and Service Quality System Standards for Customer Complaints

low cost

From the perspective of technology implementation, due to the full use of VoIP technology, the entire system is processed with data, so that many functions can be realized by software, and the original investment can be utilized, which saves a lot of investment costs. The system processing flow has also been further optimized.

Strong ability to expand

With the continuous introduction of new technologies and new products, the task of enterprise customer service is intensifying, and the upgrade of the call center is inevitable. In order to avoid the loss caused by the upgrade, the company is extremely cautious when selecting the call center products, and is very concerned. Its scalability. This is especially important for small and medium-sized enterprises with weak funding.

An open third-party development interface facilitates the increase of customer service system capacity, support functions, user needs changes, and business space expansion. The system should be capable of high security, reliability, cost-effectiveness, ease of maintenance and management, rapid expansion and secondary development to accommodate future growth.