Sharpeye Call Center Solution|Sharpeye CRM’s Auto Call Dispatching

Sharpeye Call Center Solution

1. System Overview

More and more enterprises start to use telephones as one of the important means of sales during fierce business competition, especially when E-business era comes. It’s called “Telephony Sales”.

Telephony sales establish an interactive sale center for an enterprise, in which pre-sales, in-sales and post-sales are integrated to delivery one-to-one sales experience to customers. The quality of customer service has become one of the key factors of enterprises’ success. Telephony sales system applies advanced CTI technology which computerizes manual phone sales process, making better customer relationship and inner performance.

With the strategy transformation from “production-oriented” to “customer-oriented”, product portfolio or price is not the hotspot of competition any more; “customer” has been the focus during the era of homogenized competition. How to increase the customer satisfaction, how to secure the customer royalty, how to discover and maintain your customers and dig their interests has been the goal and dream that enterprises pursue. As an enterprise provides more and more products, a few hotlines cannot fulfill the growing quantity and quality requirement of service any more. For modern enterprises, delivering fast, efficient and professional services to their customers is the crucial way to increase customer satisfaction and win in the intensive competition.

2. Functionalities

Characteristic Functionalities

Call-in Pop-up Screen:
The main purpose of call-in screen is to help operators to have the contacting person information on screen as soon as the call comes in. The operators can also view or edit the relevant service records of the contacting person during the call, to be able to be active in the customer service, build up better enterprise image and increase efficiency.

Pre-dialing:
The system can dial up automatically and transfer the call to attendance; Pre-dialer will improve the efficiency of your sales/contact center.

SharpEye CRM’s Auto Call Dispatching

As a necessary tool of efficient call center, the pre-dialer fetches phone numbers from the database, dial-up and dispatch them back to the extensions after connected according to pre-defined rules. The amount of phones numbers is dynamically configurable or automatically adapted with the network status by attendance. In some legacy call systems, they directly transmit the asterisk event to CRM, persist them into database and make the web front-end of CRM analyze using web2.0 technology, catching and filtering various call events from asterisk and feeding them back to customers.

Due to frequent database access, the system will have very high CPU pressure, asynchronous screen pop-up and bad voice quality. Since ShapePhone is used, information is fetched directly from asterisk to avoid frequent database access towards CRM which will obviously reduce the CPU pressure. It supports multi-group pre-dialing in the same server. Multiple groups can be dialed simultaneously according to various services without interference.

Other functionalities of SharpEye CRM:

1) Voice Recoding：

Monitoring and voice recording management: an administrator can listen to recording at any time, or attend service activities in time.
Data import: phone number, support importing over 65536 record items

2) Account Management:

Administrator， attendance，category management

3) Customer Information Management:

Display name, phone number, address, contact person, website, Email, category etc.

4) System Status:

Extension status, status of dialing number, status of using channel

5) Call Report

Rate setting, call fee calculation, general account, querying bill of attendance

3. Soft-phone Functionalities
I: Support H.323, SIP, IAX2, MGCP protocols
1) Audio encoding supports (G723.1, G729A(H323), G729, G711A, G711U, GSM, Libc standardized encoding)
2) Phonebook, temporary dial-up records, call records, quick dialing, re-dialing, abbreviated dialing, transfer on busy, transfer of non-response, forced transfer, music on hold, multi-party call etc.
3) Support Citron technology (H323 GNUGK)。
4) Proprietary P2P protocol, mainly use for IM, no proxy server is needed for voice service
II: Video, supports standard H263/H264 encoding
III: IM, supports text, audio, video, file transfer, white-board sharing, PC resource sharing, remote assistance etc. (obey GPL license 2.0 or above)

Basic functionalities of IM
1) Send/receive (offline) messages (UDP is used in the case of clients can communicate directly, otherwise server relay can be used)
2) Add/remove buddies (enable authentication configuration)
3) Store buddy list in server side
4) Store buddy information and chat records in client side
5) DES-based encrypted communication between client side and server side
6) Support proxy server (SOCKS5/HTTP)
7) Send messages to a group of online buddies
8) System administrator (can send out system broadcast)
9) Skin system
10) Support file sharing
11) Support online movie
12) Support network TV
13) Support SMS
14) Support remote assistance
15) Support white-board
16) Support VIP meeting
17) Completely base on plug-in which make it extensible
18) Send/receive files
19) Two people world (enables real-time voice chat)
20) Alarm clock

Sharpeye Call Center Solution

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	Conventional Solutions Tel: 020-85652419 Fax: 020-38674918		Sharpeye Call Center Solution Sharpeye Call Center Solution 1. System Overview More and more enterprises start to use telephones as one of the important means of sales during fierce business competition, especially when E-business era comes. It’s called “Telephony Sales”. Telephony sales establish an interactive sale center for an enterprise, in which pre-sales, in-sales and post-sales are integrated to delivery one-to-one sales experience to customers. The quality of customer service has become one of the key factors of enterprises’ success. Telephony sales system applies advanced CTI technology which computerizes manual phone sales process, making better customer relationship and inner performance. With the strategy transformation from “production-oriented” to “customer-oriented”, product portfolio or price is not the hotspot of competition any more; “customer” has been the focus during the era of homogenized competition. How to increase the customer satisfaction, how to secure the customer royalty, how to discover and maintain your customers and dig their interests has been the goal and dream that enterprises pursue. As an enterprise provides more and more products, a few hotlines cannot fulfill the growing quantity and quality requirement of service any more. For modern enterprises, delivering fast, efficient and professional services to their customers is the crucial way to increase customer satisfaction and win in the intensive competition. 2. Functionalities Characteristic Functionalities Call-in Pop-up Screen: The main purpose of call-in screen is to help operators to have the contacting person information on screen as soon as the call comes in. The operators can also view or edit the relevant service records of the contacting person during the call, to be able to be active in the customer service, build up better enterprise image and increase efficiency. Pre-dialing: The system can dial up automatically and transfer the call to attendance; Pre-dialer will improve the efficiency of your sales/contact center. SharpEye CRM’s Auto Call Dispatching As a necessary tool of efficient call center, the pre-dialer fetches phone numbers from the database, dial-up and dispatch them back to the extensions after connected according to pre-defined rules. The amount of phones numbers is dynamically configurable or automatically adapted with the network status by attendance. In some legacy call systems, they directly transmit the asterisk event to CRM, persist them into database and make the web front-end of CRM analyze using web2.0 technology, catching and filtering various call events from asterisk and feeding them back to customers. Due to frequent database access, the system will have very high CPU pressure, asynchronous screen pop-up and bad voice quality. Since ShapePhone is used, information is fetched directly from asterisk to avoid frequent database access towards CRM which will obviously reduce the CPU pressure. It supports multi-group pre-dialing in the same server. Multiple groups can be dialed simultaneously according to various services without interference. Other functionalities of SharpEye CRM: 1) Voice Recoding： Monitoring and voice recording management: an administrator can listen to recording at any time, or attend service activities in time. Data import: phone number, support importing over 65536 record items 2) Account Management: Administrator， attendance，category management 3) Customer Information Management: Display name, phone number, address, contact person, website, Email, category etc. 4) System Status: Extension status, status of dialing number, status of using channel 5) Call Report Rate setting, call fee calculation, general account, querying bill of attendance 3. Soft-phone Functionalities I: Support H.323, SIP, IAX2, MGCP protocols 1) Audio encoding supports (G723.1, G729A(H323), G729, G711A, G711U, GSM, Libc standardized encoding) 2) Phonebook, temporary dial-up records, call records, quick dialing, re-dialing, abbreviated dialing, transfer on busy, transfer of non-response, forced transfer, music on hold, multi-party call etc. 3) Support Citron technology (H323 GNUGK)。 4) Proprietary P2P protocol, mainly use for IM, no proxy server is needed for voice service II: Video, supports standard H263/H264 encoding III: IM, supports text, audio, video, file transfer, white-board sharing, PC resource sharing, remote assistance etc. (obey GPL license 2.0 or above) Basic functionalities of IM 1) Send/receive (offline) messages (UDP is used in the case of clients can communicate directly, otherwise server relay can be used) 2) Add/remove buddies (enable authentication configuration) 3) Store buddy list in server side 4) Store buddy information and chat records in client side 5) DES-based encrypted communication between client side and server side 6) Support proxy server (SOCKS5/HTTP) 7) Send messages to a group of online buddies 8) System administrator (can send out system broadcast) 9) Skin system 10) Support file sharing 11) Support online movie 12) Support network TV 13) Support SMS 14) Support remote assistance 15) Support white-board 16) Support VIP meeting 17) Completely base on plug-in which make it extensible 18) Send/receive files 19) Two people world (enables real-time voice chat) 20) Alarm clock