A Call Center with a Cutting-Edge System & Skills and a Sincere Telemarketing Service

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ナビ・テレフォニー

Omnichannel Call Center Proposal

Nowadays, call centers need to handle not only telephone and e-mail, but also LINE, messenger, video phone and other channels. Communicators are required to multitask, and it has become a challenge to use multiple systems on a single terminal for each channel, and to distribute human resources and equipment for each channel.
Navi-Telephony Plus" provides a "real" omnichannel call center system, integrating various channels into one screen and one system.

Features of Navi-Telephony Plus

  • omnichannel
    By integrating and centrally managing two-way communications across a wide variety of channels such as telephone, email, line and messenger, customers can use the tools they are familiar with anytime, anywhere and use the call center as a more familiar presence. In addition, integrating channels eliminates the need to use different systems for different channels and reduces the burden on communicators.

  • CTI
    The scenario builder, which can be set up using a browser GUI, allows you to set up scenarios graphically as if drawing a flow diagram. The scenario builder enables you to design a wide range of flows with many setting items, such as sorting by phone number or service, automatic voice response (IVR) settings, questionnaires, other services, outside line transfer, and chat message handling.

  • Voice recognition cooperation
    Navi-Telephony Plus" works in conjunction with Advanced Media Corporation's AmiVoice speech recognition system to convert customer inquiries into text. Administrators can monitor the content of textualized inquiries in real time, making it possible to manage multiple communicators simultaneously. In addition, inquiries can be searched for keywords and the accumulated text data can be analyzed to improve responses.
  • AI collaboration
    In conjunction with IBM's Watson, it enables automatic responses to customer inquiries using chatbots and suggests knowledge to communicators in response to inquiries. The chatbot responds to customer inquiries and collects basic information, and then the communicator responds only when a more advanced response is needed, reducing the burden on the communicator.

use case

  • omnichannel use
    The customer tries to search for a product on his smartphone, but he is on the train and wants to contact you on LINE. If the customer wants to know more about the product, they can switch over to the phone when they get off the train, and the conversation will be transferred to the phone.
    * Usage image

  • BOT linkage
    The customer tries to search for a product using a smartphone, but is on the train, so he or she uses LINE to make an inquiry. Firstly, general questions are handled by the chatbot, and then by using WebRTC, etc., a transition to web calls can be made without bothering the customer. After the user gets off the train, we start answering the phone and guide the customer to the right content based on the information collected by the chatbot.
    * Usage image