- Business Requirement
- Wining Factors
- Use only 50 channels for customer call center
agents. (Marketing call center : 110 seats, Web shopping
mall : 20 seats).
integrated management from the head office for scattered
- Agents should be able to
do selective recording for necessary
- Evaluate the level of
customer interaction skills by agent
- Want to use
recordings as the agent training materials for customer
- Record only selected agents’ calls by
scheduling rather than record all transactions of every
- System Archiecture 1:-
- System Archiecture
::How Solved and Wining
- Scheduling function - Easy to administrate a
number of agents’ recording by using a few
- Using ‘Recording On Demand’ - Agent can do
Real-time monitoring – It can monitor any recordings made
from different branch offices.
- Administrator of head office
can do scheduling for each of call center
Use recorded data as materials for
agent call coaching.
Effective cost by selective
recording using scheduling function.
Easy to administrate scattered call
centers from the center..
monitoring and training can improve agents’