What application industry is the call center? Need a detailed answer!

AOFAX call center is a unified and efficient service platform for enterprises by combining modern communication technology with computers and the Internet.

The mainstream technologies of AOFAX call center include CTI, IVR, ACD, REC, CRM, PTNS and PBXIP. A comprehensive telephone solution software with multi-level voice navigation, automatic dialing, work order signing, telephone recording, enterprise chat, enterprise switchboard, extension call, hang-up SMS, customer management, seat management, report system and other functions is constructed.

1, multilevel voice navigation (IVR)

Automatic voice navigation system (IVR) is equivalent to an automatic switchboard system, and customers can perform corresponding operations according to voice prompts, so as to obtain relevant information that needs manual operation through pre-recorded voice. Specific functions include: voice navigation menu customization, multi-level menu flexible jump; Consultation and inquiry; Information customization; Voice messages, etc.

2, automatic outbound group call

You can enter the number on the keyboard, click the number with the mouse, or take the number on the screen to realize the call;

You can also import a large number of customer data, and then group call these customer data, which is usually used for telemarketing, telephone call back, questionnaire survey and other services. Functions include group call task creation, task assignment, task statistics, agent outgoing call and call content recording.

3. Intelligent Traffic Distribution (ACD)

ACD intelligent call distribution system distributes incoming calls to agents according to certain rules. Allocation rules include average allocation by traffic, priority allocation, allocation by calling area, allocation by customer type, allocation by last answering seat, etc.

4. Telephone exchange function

Call center software provides a wealth of traffic exchange functions, including welcome message customization, automatic switchboard, multi-machine ringing, direct dialing extension, extension dialing extension, extension dialing external line, outgoing call from designated external line, telephone scrambling, telephone transfer, forced insertion and forced disassembly, etc.

5, branch telephone management

Through the free global domain name resolution service provided by Jinheng Technology, branch agents can directly log in to the call server of the head office to realize the functions of answering incoming calls, outgoing calls, internal chat, online customer service, background data query and so on.

6, mobile phone roaming calls

When the agent is on a business trip or away from his seat, the online status can be set to roaming. Seats can answer customers' calls through mobile phones and connect to the company switchboard by sending short messages, so as to make outgoing calls and record the conversation contents.

7. Multi-seat telephone customer service/telephone sales

After the agent logs in, the system will automatically pop up the work interface, showing the customer name of the current call, historical call times, last call agent, customer area, phone number, incoming or outgoing call, current call agent, start time, call duration, etc.

The system will automatically display the name of the agent to confirm and inform that the current call is initiated or answered by the agent;

Agents can click the customer's name to view customer details and historical call tracks.

Agents can add comments to each customer call so that they will be automatically displayed on the next call.

8. Customer management

Used to add, modify, delete, import and export contacts, and can set blacklist and customer service level. Customers who have joined customer management will automatically display their names on the work platform the next time they call. New valid customers will be automatically added to the contact list.

9. Seat management

Used to add department and handling manual number and edit handling business card; You can set agent permissions, including viewing chat records, setting website customer service responsibilities, monitoring agent recording, editing and deleting records, customer range displayed on the work platform, and whether the outgoing phone number is completely displayed.

The senior management can listen to all the recordings and view all the customer information, the management can listen to the recordings of the departments and view the customer information of the departments, and the ordinary management can only listen to my own recordings and view my customer information.

10, enterprise chat

AOFAX enterprise chat is a software integrated into the agent work platform, which is fast, private, powerful and easy to manage. Its main functions are as follows:

Instant messaging: online and offline messages, supporting message customization.

Common functions: change fonts and colors, send expressions, links, pictures, etc.

Mass messaging: Support multi-person dialogue and mass messaging.

State management: common states such as leaving, online and roaming.

Group function: support multi-person group, and support self-defined expression and mapping function in group mode.

File transfer: high-speed, stable real-time file transfer function, unlimited file size.

Record query: record all chat records in real time, and you can query by yourself or define the query by level.

1 1, scheduling tasks

The agent can add a return visit task for a specific customer; Tasks scheduled to be completed on the same day or not completed before that day are displayed on the agent's work platform;

The task can be finished in three ways: the call has been sent, click Finish or click Cancel; The background program automatically counts the completion of planned tasks.

12, document approval process

Multi-level and multi-level document signing and approval processes can be set.

Files automatically flow between multiple seats; Each agent can add comments/dates, etc. You can import user-defined Word forms or files into the approval process; You can track the signature details of each agent.

13, Traffic Monitoring and Record Quality Inspection

The system can monitor the dialogue between agents and customers, record inquiries and so on. And effectively monitor and manage the sales staff's business consulting ability and after-sales staff's service quality, and provide guidance and help for customers to make satisfactory services.

14, ergonomics and traffic analysis

Automatically count the attendance days, calculate and compare the workload (call duration/call times) of each agent in the set time period, and analyze the transfer rate of answering calls;

Real-time monitoring and remote playback of specific recordings of seats;

You can count the changes of incoming calls and outgoing calls by year, month, day and user-defined cycle;

The distribution of incoming calls and outgoing calls can be counted according to the international and domestic geographical locations;

You can count the usage of the line by channel.

15, knowledge base

Frequently asked questions are entered into the knowledge base, and agents can retrieve and call through items or keywords at any time to assist the sales and customer service of agents.

16, secondary development interface

Provide the secondary development interface of real-time call information and customer information, and easily realize seamless docking with user systems or work platforms such as OA/CRM/ERP.