Smart Call Center Solutions
IPCC is an important means for telecom operators to communicate with customers through various channels (telephone, fax, email, SMS, MMS, Web, IP phone), and to achieve their customer service, sales, and marketing objectives. With the development of NGN, 3G, and IMS networks, and to meet the needs of operators in "all-IP networking", the IPCC solution adopts the softswitch as its core technology.
The solution uses a layered architecture, including a terminal layer, access layer, platform layer, management layer, and third-party applications. It’s main functions are workflow, knowledge base, multimedia marketing, networking, IVR, SSOC, reporting, and other functions, and supports the traditional IP phone for Telephone Service Representatives, the Telephone Service Representative software, and client-side telephone, e-mail, MicroBlog, and WeChat, among others.
The system must be technically forward-looking. According to the development trends for future technology, it shall consider the system architecture for all the hardware and software systems, and select the advanced software and hardware system platform and design based on the most practical application system, ensuring the technological advancement of the entire system during any given period.
The system should have the capability to maintain high stability and reliable operations in the long-term. The system must have the capability of high throughput, strong processing capacity, and error-free transmission. The system should meet the needs of peak business processing, adapt to stresses the system caused by a wide range of special circumstances, and ensure 24-7 uninterrupted operation of the system.
The security of each system should be ensured, including the security of the information base, the security of the management system and the security of transmission. The system must be established based on a mature and stable hardware environment and application software. The security and stability of the system are ensured through a perfect backup recovery strategy, security control mechanisms, operation management monitoring, and fault handling.
The system should have the capacity to expand, and support smooth expansion, in addition to having the capacity to be extended smoothly according to the increase in traffic. It should support extending the system functions without changing the system architecture, to meet the needs of future business development.
Openness of the System Interface
The system is extremely open, and can provide relevant development interfaces, such as CTI (Computer Telephony Integration), meter reading, and other interfaces. It can open the required data and custom interfaces as needed, to conduct seamless docking with the information systems of third parties.
Manageability of the System
In the construction of the system, it is necessary to consider the daily maintenance, information security, and unified management requirements for a large range of agent equipment. After the platform is put into operation, with a small amount of manpower, the total maintenance and unified management of the large agent group can be completed.
The system is easy to maintain, provide a unified maintenance interface and be able to manage and maintain remote devices via this interface, including real-time monitoring, remote restart, and other functions. It should be easy to analyze and test, easy to detect and locate faults, and ensure fault isolation through good system design.
Energy-Saving and Environmental Protection of the System
The system design takes full account of energy conservation and emission reduction, green, along with environmental protection, high equipment density, small occupancy space, and low energy consumption.
Low Construction Cost
The investment in hardware devices is relatively low, and the larger the number of agents, the greater the difference.
Simple wiring and easy installation can reduce the implementation and maintenance costs.
Savings on Long-Distance Telephone Calls
Based on VoIP infrastructure, it allows users to transmit voice messages over the Internet, and enterprises can make full use of existing network resources, saving a significant amount on long-distance telephone communication costs. It also avoids the peaks of public telephone services, and effectively improves the work efficiency.
Monitoring and Management of the Whole Network
It uses a web-based, multi-level, entire network management system, so that each level manager can very flexibly access the system to obtain management information according to his authorization level.
Serve the Customers
Fujian Mobile, Guangdong Mobile, Yunnan Mobile, Hebei Mobile, Liaoning Mobile, Jiangsu Mobile, Hunan Mobile, Inner Mongolia Mobile, Zhejiang Mobile, Shanghai Unicom, Jiangsu Unicom, etc.