Technology empowers voice telephony components to create a high-quality experience for global callers
In order to realize the high-quality operation and management of the global customer service center , and create a high-quality experience for the front-line customer service personnel of the customer service center and the global call customers, every overseas enterprise entering the global market will definitely deploy a set of professional and complete global customer complaints through self-build or outsourcing. solution. Including overseas customer service personnel recruitment, testing, training and assessment, quality management, voice call management, Live Chat management, Email management, social media management, work order management, operation KPI performance indicator management, knowledge base management, learning management , attendance management, scheduling management, information confidentiality management and so on. Here we pick any one aspect for in-depth discussion, which will involve a lot of rich scientific principles and practical experience.
This article provides a basic introduction through the voice telephony components. Through technology-enabled voice components, the Callnovo global contact center cloud communication CRM system aims to create high-quality customer service and customer experience for international enterprises in global customer service operations.
First, what is the main purpose of the voice telephony component?
In the call center software platform, the voice telephony component is mainly responsible for processing and optimizing the customer’s phone calls, which is realized by the cloud softswitch technology and the Web RCT communication technology. With the voice telephony component, customer service personnel can also make phone calls at any time, and call contact center managers can also check the SLA level of telephone services at any time, and can also monitor recordings to provide customer service team personnel with various tasks aimed at improving work performance. feedback. The Callnovo CRM cloud communication platform operates through the internal system, and can deploy, open, complete and reliable global call centers in the Amazon cloud as soon as 48 hours.
