1. Overview:
With the emergence of network technology emerged in e-commerce business, going through the Internet in winter, but also actively looking for a variety of profitable way. Unlike portal Joyo located in B2C online shopping, it was a wide number of users a more efficient and convenient new way to shop during the SARS "non-contact economy" era of e-business once again become the focus of attention, won the user's trust and love. To Joyo, for example, from "atypical pneumonia" after the outbreak of shopping than usual volume up 25% in audio and video, books, software, particularly increasing. As online shopping service provider, not only for logistics sectors demanding the same time demanding customer service levels. Call center into a modern enterprise to improve efficiency, enhance the competitiveness of enterprises fully effective tool, as a national leader in the B2C Joyo's e-business objects to create high-quality customer service in the above also led the way, use American Aodi Jian Communications Systems, Inc. customer service system, three shell integration of information technology Co., the practical application of e-commerce platform in their personal development, for the Joyo create the perfect image of e-commerce businesses.
2. System Functional
Joyo customer service system is based on Aodi Jian's AlitServ system platform, and for all members and non-member Joyo unified service platform. It is based on a specific number as the call center telephone system access number, focus on the admissibility of customers to buy, inquiries, complaints and other business needs, providing customers with comprehensive services. Ao Dijian call center platform and Internet, database systems, CRM and other application interface well integrated, according to the demand for data sharing Joyo and various other different business functions. Ao Dijian call center platform with complete functions and high integration of features. The system PBX, IP gateways, IVR, voice mail, audio monitoring, online calls, automatic call distribution, call conferencing capabilities integrated into one, remote IP agent, as well as integrated management systems. In addition, the system also provides an open interface to third-party developers, the system can quickly and easily add new business. Ao Dijian Joyo call center platform and application server, the business system is connected via Ethernet and communications, system integration of the internal telephone system and call center system, call center systems via local area network and telephone system integration Joyo, can also be integrated digital line or analog line.
The system can help achieve Joyo customer service center:
1. IVR functions: call center system based on Ao Dijian above Joyo customer service center can achieve interactive voice response, call center in the state, no work, so that the normal operation of the system to achieve true human-machine dialogue Joyo product categories can be easily and quickly to customer's incoming calls to designated working groups, and can achieve excellent 7 * 24 customer service. Meanwhile, Ao Dijian call center system provides automatic response process generated graphics metaplasia Builder, Joyo according to the needs of various departments, record voice prompts and answer content, graphics, chemical and biological processes Builder to build a variety of responses, customers can Enter the corresponding number needed to order goods to order.
2. Powerful management features seats: Ao Dijian seats provided by members of the software features a more comprehensive, agent by SB-Agent software on the customer orders a variety of management, such as: receiving orders, modify orders, back one and so on. Can achieve acceptable customer complaints, feedback, complaints information and advice for handling complaints and so on. When the customer has a record of re-calls, members of the computer screen in the seats will be out of the relevant customer information, agent can immediately access the appropriate information. Artificial agent using telephone and computer processing services if the use of SB-Agent Call control applications such as transfer, conference and can be observed in real-time database integration to the customer's call information, queue information.
3. Powerful Call control features: Aodi Jian call center system provides convenient service control function, then, traffic control, including answering phones, hang up the phone, conference calls, forwarding, etc., these operations can be easily realized computer terminals. When all the seats are all busy and when customers will not be hanging up phone, phone will enter the waiting queue waiting for processing. At this point, seats can be observed in the length of waiting queue, the longest waiting queue time, average waiting time and service level seats group, while seats can see the queue information of each incoming member. Seats can also log on to multiple agent groups, traffic control and related information can be achieved in the same interface. Seats in addition to taking into account the consultation phone calls, but also are taking note, or to enter the data repository and so on, so seats set up for some word processing time.
4. And Joyo combination of database systems: AltiServ combination with Joyo business database, so that seats in time to understand, record customer information, such as when customers or long-term customer calls, the system can automatically pop up his phone number corresponding to customers information, access to customer information to avoid duplication of seats, thereby enhancing the system processing efficiency and customer satisfaction with the system.
5. Distribution of seats can be achieved, transfer of advanced call features: Joyo various functional departments of the seats do not focus together, they still work in their own department, when the user needs the service sector, the call will be automatically transferred to various departments in Remote seats. When the seats are not the seat of office, the system can be transferred according to preset number of calls to mobile phones to seats or home phone, etc.; also can leave a voice mail user agent information, such as when the back seats free to the user. Users call into the call center Joyo, and go seats, at this time if the agent is busy or non-working hours, the center will automatically prompt the user message, a message after a certain period of time seats to give back treatment.
6. Robust system management capabilities: Aodi Jian call center system provides powerful management of their systems for IVR software, IVR provides the various parameters related business settings, such as squad leader can modify the extension agent, etc., and provide other maintenance tools. Test Parameters tools enable customers to facilitate the detection of network connection status. Log View provides IVR software users to view all the recorded information. Database maintenance to help the user database backup and recovery operations.
7. Traffic statistics and reports to achieve: Aodi Jian traffic statistics software on the desk of each working group the more network traffic, Call duration, traffic data, statistics, etc., and the formation of statements, statistical data which makes a more intuitive, three-dimensional, emotionally understanding can better grasp of market trends, understand that omission of some easily be valuable information.
* Provides detailed call records: including every call is the incoming time, the other number, call length and hang time. Joyo call center management, traffic data can be, traffic reports, and Call of market information, understand the time and other valuable business segment information.
* Call Analysis: can all the telephone traffic for the day, the day of a period of time, month, year or specified time period to analyze traffic data to provide two-dimensional - three-dimensional graphs, line diagrams, pie and other chart, so that management can control it all-round service information. Example, the peak day time phone, traffic distribution and so on.
* Call report: to provide the full range of reports Joyo: if statements, complaints reports, business reports, etc.. A Web-based reports, users can customize the report style, using WYSIWYG technology. Statements can be converted to Word, Excel, PDF, TIFF, Text and other formats to facilitate the reporting of electronic filing, and provides printing functions.
3. Business Functions
1. Order management order management system for agents and supervisors to provide the following operational functions, such as: * Order Order Order modified to accept orders to delete reminder treatment
2. Complaints and suggestions functions
* Complaints / suggestions received
* Complaints / Suggestions Query
* Complaints / suggestions Reply
* Complaints / Suggestions re
3. Outbound sales function
* Preview outbound sales
4. Call Control Function
* Customer service can be (answer, dial-up, exhaled, retention, hang up, consultation, transfer, conference, etc.) a variety of call control
5. Access to customer information is automatically displayed
6. Access to customer history records automatically displayed when
* Display the customer call center in the past history, and executive.
4. System Configuration
U.S. Aodi Jian AltiGen choose the hardware and system software integration platform for AltiServ. AltiServ the heart of the whole system is the basis of all the functions of the system. Therefore, the customer service center is the best platform-specific or customer service center as the main target, to increase customer service, customization and other factors reduce the impact on the customer service center. U.S. Aodi Jian AltiGen highly integrated call center platform AltiServ system, (AltiServ is Aodi Jian integration of hardware and system software platform), which provide the system with a powerful exchange functions, and also integrates a variety of server functionality. As a result of their unique exchange system, making better system stability, the system achieved carrier-grade stability.
5. Project Overview
* Joyo customer needs: Joyo order to solve a large number of customer issues, improve service levels, the first step to enhance the automation of orders and other logistics to improve the efficiency of manual work necessary to establish a fully functional customer service system. Demands the best system cost, the shortest implementation cycles, good expansion of the system.
* Project: Three shell Information Technology Co., Ltd., in Aodi Jian integrated call center platform for Joyo designed a cost-effective, efficient, full-featured, easy to expand customer service systems. The system can realize IVR, ACD, and call reporting and analysis and other functions.
6. The benefits of the system
* Cost-effective, save for the Joyo investment;
* High efficiency, full-featured, and improve enterprise efficiency;
• Extension of good, easy to upgrade, can Joyo future business development, to achieve the system's easy expansion;
* Quick installation system, management mechanism is simple, functional, quick operation, and the man-machine conversation interface is friendly, easy Joyo use by the different needs of departments;
* A strong call record analysis and reporting capabilities, allowing call center management can Joyo traffic data, traffic reports, and Call of market information, understand the business segment and other valuable information sessions;
* Ao Dijian call center system to solve the Joyo user capacity, the demand for service problems, and improve service levels, improve customer satisfaction.