Smart Customer Service

Our Cloud Contact Center is fully integrated with the latest mainstream AI technologies, breaking through the traditional customer service model, the Cloud Contact Center implemented the one-stop smart customer service with omni-channel and omni-media for cloud-based contact centers, which effectively reduces enterprise costs, shortens implementation cycles, improves agent service efficiency, and optimizes customer service experience, ultimately delivers outstanding customer satisfaction for our clients.

Expertise

More than 13 years of professional call center operation experience to ensure the quality and efficiency of communication services.

Intelligence

Empowerment

The capabilities to access to robots could effectively reduce corporate costs for managing contact centers. Speech and dialogue robot assistance greatly empowers agents to improve work efficiency and ability.

Omni-channel Collaboration

Phone, WeChat, App, webpage and other all-channel access. AsiaInfo Cloud Contact Center offers outstanding omni channel capabilities, providing features like non-interruptive voice switching to guarantee seamless communication. To the end users, the corporate services can be accessed through multiple channels, such as web portals, mobile apps, and mainstream social media channels for instant service.

High Availability

The customer service is fully accessible 24 * 7, the platform is setup with dual-active HA and  active multiple cloud deployment, at the same time, the circuit calls into the trunk are setup for multi-site deployment, offering remote disaster recovery.

Key Features

To be able to build, operate and support a highly efficient customer service system, AsiaInfo Cloud Contact Center puts the best features together to facilitate your agents' work to achieve service excellence.

  • Inbound

    The system provides the flexility to support various outbound call scenarios, implementing various agent status management and queuing strategies for omni-channel agents.

  • Omni-channel

    The system provides the connectivity and access from mobile phone and fixed-line, mainstream social media platforms, mobile app, webpage, applet, H5 and other channels, seamless switching between internet and telecommunication networks.

  • Dialogue Robot

    The system provides voice and text robots, which perform scenario-based intelligent interactions with customers through omni-channel capabilities, accurately understand semantics, ask questions based on industry corpora and learn agent speech autonomously.

  • Unified Customer Profile

    Unified customer profile is the core digital identity that comes from omni-channel customer identification and unification, it offers closed-loop business data convergence for deep understand of the converged customer profile and provides actionable insights.

  • Work Order Management

    The system provides the flexibility to pre-set and customize the process of creating work orders, speed up the flow of work orders, and trigger important events immediately to meet the service SLA, ultimately improving customer satisfaction during interactions over omni channels.

  • Mobile App

    The system offers mobile app to staffs, the app manages call records, recordings, mobility management of customer data, instant marketing, and instant service.

  • Intelligent Quality Inspection

    Voice and text data can be fully checked offline or in real time. Easy-to-use visual intelligent modeling with automatic scoring.

  • Intelligent Knowledge Base

    The system offers powerful knowledge base system that manages structured, semi-structured, and unstructured knowledge through knowledge graph technology, with intelligent search engine, the knowledge greatly improves the accuracy and efficiency of agent searches.

  • Report

    The report module provides multi-dimensional in-depth report statistics and data analysis, with the support for custom fields, and operational efficiency optimization features.

  • Monitoring

    The system provides dashboards that renders real-time global monitoring of key operational indicators, visual display, and real-time alerts, providing powerful transparency of the operation and sales activities.

Request for a demo.

AsiaInfo International EMEA Office

Jie ZHENG

Business Development Director

+44 020 3824 2888

AsiaInfo Denmark ApS

Langelinie Allé 35

2100 København Ø

Denmark.

AsiaInfo International HQ Office

Cheryl XUE

Business Development Director

+86 10 82166614

AsiaInfo International

AsiaInfo Building

10th Xibeiwang East Road, Haidian District

Beijing, China

100193

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AsiaInfo Cloud Product Suite.

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