Multimedia-based

  Multimedia small call center system is call center solutions what is tailored for small and medium-sized enterprises, which is the integration of CTI middleware, interactive voice response (IVR), recording, statistics, secondary development interface and other basic module Efficient operation and simple maintenance.

  Operating Environment: Operating System is Windows 2003 Server, the Windows XP; databases: SQL Server, Oracle

  Hardware devices: multimedia switches or IPC, digital and analog voice module, server, seats traffic box headset, PC computer

Gallop Technology call center based on the efficient operation of the B / S architecture, protection systems, high-reliability operation, easy to extend the upgrade, easy-to-use and zero maintenance client.

G-Link call center system software

G-Link call center system software is divided into five main parts:

• Call processing:to access the call, answer, transfer, hold, conference, small break, listening, Override, demolitions and restore;

• Services and applications: to carry out a specific business, including consulting, complaints, queries, etc.;

• Operations and management:to monitor and manage the call center operators;

• Statistics and analysis: according to the operator, to generate statistical reports, and system analysis;

• System interface:to complete third-party systems for interconnection

  G-Link call center system has powerful rights management functions what can be provided based on the function permissions, role-based, data-based permission management, and at the same time it can be flexibly configured to facilitate group Expansion of the organization, staffs' modified. Its the management granularity hace reached the record level.

The relation of personel Management and cabinet in the system will be broken down as follows:

•   Employee Information Management

•   Customer Information Management

•   Customer Rights Management

•   Function Rights Management

•   Data Rights Management

•   System Role Management

•   Organization Management

•   Log Management

Functions:

Call access: Calling to access the device of PBX to access customers' service telephone ;

Caller identification:After the call accessed, you can get the customer's calling number, and able to handl of special business based on the calling number, for example: VIP priority processing, blacklist management and so on;

Routing control: a variety of factors, select the type of business, how busy the seats according to the customer's property, according to a pre-customized strategy to route calls to the right of free seats at accepting;

Synchronous transfer of data and voice: the process and the customer calls for phone calls to the squad leader seats or other professional seats continue to be accepted, the current seat can transfer the call to the past, while the

Call record information is transferred to the admissibility seat service interface, divert seats to communicate with customers and seats can be learned to improve efficiency;

The outbound telephone: when companies need to take the initiative to services, such as: telephone visit, questionnaires, telemarketing, Preview and predictive outbound outdialing to improve the efficiency and capacity through the system;

Soft phone: check-in, check-out, listening, forwarding, strong plug, demolitions, a tripartite meeting

Fax module: During a call, the customer can be obtained by fax business, service agents to take advantage of the service the interface queries to relevant information, sent by fax function, the data sent to the specified fax number;

Short-bearing module: the use of a combination of SMS platform can provide access and reply to SMS access; SMS access, you can achieve the admissibility of the short message service, distribution and recovery capabilities;

Telephone recording: For customers with seats through the entire recording, reserved to the server, the administrator for the seats call the monitoring and evaluation of queries can tune to listen to, download, delete, quality inspection score;

Bulletin news: When new messages need to be notified seats, can be sent via message bulletin, the the seats end of the small window will pop up display, query unread messages and message content administrator;

Statistical reports: The system provides a flexible report definition and production tools, in order to meet business analysis needs to change at any time, to show the form with statements diversity;