With the rapid development of Xinchuang industry, it has become the general trend for enterprise service software to be highly adapted to domestic operating systems. As early as 2020, the Jiaxin customer service platform officially passed the compatibility test and certification of the "Huawei Cloud Kunpeng Cloud Service" platform system, becoming a partner of Kunpeng Lingyun, which also means that the Jiaxin customer service platform is officially compatible with domestic hardware platforms and operating systems. It can provide more adaptable Xinchuang options for various enterprises.
The Jiaxin customer service platform includes call centers, all-media intelligent customer service, intelligent work orders, man-machine coupling robots, audio and video customer service, intelligent quality inspection, intelligent sparring and other types of intelligent products, among which [Jiaxin Call Center】.
Jiaxin call center is a comprehensive information service system based on CTI technology (Computer Telecommunications Integration Technology), making full use of multiple functions of the Internet, telecommunication network and computer network, and connecting with enterprises. It can effectively and quickly help enterprises Provide users with various services. As an intelligent service application that can fully link enterprises and customers, Jiaxin call center has been widely used in government and enterprise, rail transit, automobile, bank, insurance, education, tourism, new retail and other industries.
Jiaxin call center function
1. All-media access: not only supports traditional telephone, SMS, fax, and mail access, but also supports unified response management of various mainstream channels in the current market, such as WeChat, applets, APP, Weibo and other multimedia channels;
2. IVR self-service voice response : to provide customers with automatic voice navigation and query services. Enterprises can import real artificial voices or directly generate voice broadcast methods, and guide customers to choose voice prompts or select button methods and The IVR system completes the interaction, focusing on user thinking, which greatly improves the customer satisfaction of intelligent IVR;
3. Scientific scheduling and allocation of incoming calls : Jiaxin call center supports multiple incoming call allocation strategies, scientifically dispatches user consultation calls, improves the comprehensive utilization rate of seats and the incoming connection rate of different business lines, so that each user consultation call can be timely and effective the response to;
4. Incoming and outgoing call pop-up screen : The incoming and outgoing call pop-up screen function of Jiaxin call center system includes incoming call pop-up screen and outgoing call pop-up screen. The pop-up screen function will be triggered no matter the agent receives an incoming call or an outbound call. The content on the pop-up screen displays the user's ivr track, caller number, location, name, call records, service history, etc., so that the agents can quickly understand customer information and provide customers with efficient and accurate services.
5. Intelligent outbound calls: Apply artificial intelligence technologies such as speech recognition, speech synthesis, and semantic understanding to replace agents for outbound calls, and interact with customers naturally and smoothly through anthropomorphic voice, thereby providing independent online Q&A and consultation , Business handling and other services.
6. The artificial seat has various functions: call in, call out, consult, transfer, multi-party call, barge in, send SMS, return visit, and can adapt to various customer service scenarios of enterprises;
7. Call recording : The call center can record the calls of the agents, and the calls are automatically generated and stored, which is convenient for enterprises to tune in, download or do post-event quality inspection at any time.
8. Report statistics: The call center can analyze and generate reports for various information of agent calls, such as call time, duration, business records, satisfaction, connection rate, call loss rate, etc. Multi-dimensional data statistics reports help management The operator can accurately analyze the operation status of the customer service center.
9. Intelligent quality inspection : Jiaxin call center has an intelligent quality inspection function, which can help enterprises conduct comprehensive multi-dimensional quality inspection on calls received by agents in the call center, quickly identify problems in the service, and fill in gaps in the service. Fully guarantee the service quality of the enterprise.
10. Smart work orders: Jiaxin call center system has smart work orders capable of efficient collaborative services, which can support agents to generate call work orders with one key during a call and transfer them flexibly, quickly completing cross-departmental collaborative work.
Features of Jiaxin Call Center
1. A brand-new underlying communication framework, with the characteristics of high capacity, high concurrency, and low latency, meets the application scenarios of large-scale call centers with high throughput;
2. Support high-definition audio and video calls, based on IP data transmission, one-to-one or one-to-many real-time audio and video calls can be realized without an APP client, with high definition and low delay, providing enterprises with audio and video communications that far exceed traditional telephone calls Quality, rapid response to complex business, and improve customer service quality.
3. Jiaxin Intelligent Call Center can be adapted to the localized hardware platform to meet the requirements of localized independent and controllable construction. The system has a variety of interfaces and extended configurations, which can be perfectly integrated with enterprise systems. At the same time, it supports multiple deployment modes such as privatized local deployment and saas cloud deployment to meet the needs of various types of enterprises.
4. Jiaxin call center is based on the independent development of its own soft switch and core modular framework. It realizes a large-capacity and high-availability call center system through the cluster and active-active mechanism. It can calmly cope with the peak concurrency of up to 10,000 lines. Functions such as electric bullet screen, ivr navigation, intelligent outbound call, omni-channel response, intelligent work order, double call recording, report statistics, etc., provide professional call center system construction services for enterprises.
With the further improvement of users' requirements for customer service quality, the demand for call centers will continue to grow rapidly. Jiaxin customer service will adhere to the original intention, continue to focus on intelligence and localization, and deliver mature and high-quality intelligent products to more enterprises. Empowering the growth of enterprise customer service.