Customer Service Hotline System

Our company's newly developed water supply customer service hotline system leverages the latest Computer Telephony Integration (CTI) technology and computer networking technologies. Built on an intelligent platform design concept, it focuses on integrating the entire system to deliver a unified external service channel—providing customers with comprehensive support such as consultations, repair requests, complaints, and inquiries, ultimately enabling seamless "one-stop service" management.

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产品描述

- Commodity name: Customer Service Hotline System
Our company's newly developed water supply customer service hotline system leverages the latest Computer Telephony Integration (CTI) and computer networking technologies. Built on an intelligent platform design concept, the system is engineered to function as a cohesive whole, offering customers comprehensive services through a unified external service hotline—including consultations, repair requests, complaints, and inquiries—thus enabling seamless "one-stop" service management. Not only does the system deliver outstanding call-handling capabilities, but it also boasts robust business-processing functions. It seamlessly integrates with various operational systems within the water utility, significantly boosting enterprise efficiency and empowering us to better serve the broader community.

I. Pain Points in Demand
1. Customer service tickets, when manually coordinated with the respective processing departments, are causing delays.
2. Customer service scheduling is manually arranged, leading to an uneven distribution of workload.
II. Advantages of the Plan
- Voice notifications can be sent to landlines, mobile phones, or any device at any time;
- Automatic voice prompts with a user-friendly graphical interface—simple, concise, easy to learn, and effortless to use.
- Completely liberate manual operations, eliminating human intervention while ensuring accurate and timely information notifications.
- Record the entire notification process and provide a system service report;
- Support for live agents allows users, during the listening process, to press a preset button and directly connect with a human agent if they have any questions—enhancing service quality—and also enables seamless transfer to a third party for further assistance.
- The notification settings are more flexible, convenient, and feature-rich, with user-friendly design elements. You can now flexibly customize the notification voice.
- The system supports multi-number notifications, allowing it to automatically alert another number if one number changes or remains unanswered for an extended period, significantly enhancing the system's flexibility.
- Adopting the B/S architecture
III. Function Description
- Equipped with programmable voice responses;
- It can be fully designed according to requirements, allowing for voice flows of any complexity level (with no limit on the number of layers).
- Provides voice prompt functionality, including key operation guidance, background music, and multilingual service options;
- It features voice-guided attribute editing capabilities, including name, playback duration, modification date, and content description, among others.
- Equipped with voice guidance storage functionality, it can simultaneously store multilingual voice guidance content, delivering multi-language voice guidance capabilities.
- It features an "On Hold" music function, with no restrictions on music content or messages—standard .WAV files can be used.
- Equipped with multi-service processing capabilities, including functions such as telephone, fax, and email;
- When modifying or adding to the system, there’s no need to restart—it can be done directly online.
- Possesses database integration capabilities. Must include a built-in database extraction module and support ODBC.
- It can simultaneously retrieve data from multiple databases, performing transactions such as querying, inserting, updating, and deleting.
- Automatic voice prompts guide users to press keys for broadcasting information such as water bills, overdue payments, and water shut-off notices;
- Implement automatic allocation of human telephone services, dynamically distributing calls based on customer service representatives' idle status and call volume—automatically transferring to the next available agent if a call remains unanswered for 10 seconds.
- Provides an automated holiday call center scheduling feature, automatically assigning customer service staff based on predefined configurations.
- Provide callback and outbound support for customer service representatives, and record outbound call information.
- Provides an automatic call recording feature;
- Providing customer messages and message tracking;
- Support customer service quality ratings.