Customer Service Center System

• Telephone Functions

Agent operation: outgoing call, queue operation, multi-state switching, transfer, conference call, evaluation, shift supervisor monitoring.

Information display, incoming call pop-up screen: incoming call information, customer information, work order information, recording information, dynamic information, questionnaire survey, docking link.

• Customer management functions

Data import (including customer import, import records), black and white list generation, outbound call plan: seat outbound call, outbound call import, questionnaire survey.

• Work Order Management

Work order templates, fixed work order templates can be selected; work order operation, create work orders for allocation;  work order flow;  upload attachments to work orders;  email synchronization;  work order task pool;  including the task work orders to be collected by the agent.

Work order generation, generate work orders according to incoming calls;  work order reminder, overtime work orders will be reminded;  the system automatically operates, including the completion of work order operations and customer feedback records.

• Recording Management Function

Basic recording, online listening to playback recordings, recording quality control; missed call recording, missed call records; message recording, message recording can be played online; real-time message reminders; work order flow reminders, call waiting for a reminder of missed calls

• Report Management Functions

Digital reports, basic forms, seat check-in details; mixed reports, digital and graphical mixed mode; graphical reports, including line charts, bar charts, fan charts

• System Settings

Personal settings, personal center, change password, change avatar, function operation; voice settings, shift settings, IVR process settings; general settings, account settings, including role settings, group settings, work number settings, queue settings;

• SMS Function

SMS operation, including setting fixed SMS templates, single or batch sending SMS; SMS management, SMS sending and receiving mailboxes, sending SMS, SMS replying

• IVR interactive voice menu

Automatic voice response, voice message function, automatic report work number, graphical process editor, multi-service voice process, multi-process operation, online process modification, access to the database, IVR and agent transfer, incoming call pop-up function, caller number analysis, IVR and agent conversion, ACD intelligent queuing, IVR automatic call forwarding to the outside world, incoming call waiting and queuing.

• Basic Functions - Comprehensive Functions

Integration of business systems and call center systems: login refers to PC login, docking refers to CRM system integration, order system integration, work order system integration, and other system integration; Docking with secondary development, customizing IVR voice processes, providing a graphical IVR editor for flexible customization of voice process. Call center systems: supporting secondary development, UI design, and customized personalized needs.