P BANK
- Business
Requirement
-
System
Architecture
- Wining Factors
-
Benefits
::Business
Requirement::
- CTI/API linking function - need to provide
additional data by linking with CTI as agents record
customer calls.
- Free seat function – Agents can login with their
ID and record from any seats.
- Analysis function – should be able to make
statistics report for agent
recording
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::System
Requirement::
- System Archiecture 1:-
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::How Solved and Wining
Factors::
- High compatibility - Easy to run with different
kind of systems.
- No
needs to set up any extra lines and easy
installation
- No needs
for additional work although agents move seats because
VoiceLink records calls by using agent ID.
- Simple System configuration
– It helps prompt action as errors occurred and easy
maintenance.
- Changed IVR which was a main
reason of customers’ complaint for long
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::Benefits::
- Fast development owing to simple running with
API
-
Prompt action can be taken against
customers’ claims.
- Quick search – able to find data quickly by
various searching.
-
Cost effective system – No
needs for any particular set up work to run the
system.
- After changing IVR, the number of processed calls
has been increased about 2 times than before and also
customers’ satisfaction is increased (In the past, maximum number of processed calls
per day was 150,000, now it is 270,000 for calls and 400,000
for packet).
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