Navi-Telephony[IT-Com]

CTI system that was developed by our own call center: Many call centers these days have problems with spending high capital investment to use PBX and business phone system.
We, at IT-Com, however, are able to provide a low cost system to wide network companies or customer information control systems because of the IP network system of our company.
Furthermore, it is a high security system which protects the customers' information.

Feature of Navi-telephony

Security

All the customers` information on the communicators` terminal is managed not by the computer but by the data center because of the introduction of the thin client (WBT terminal). In order to protect the customers` information from virus or internal compromise, the data is not stored on communicators` terminals.

IP-PBX

All the information is dealt with not by the PBX of past circuit switching type but by the IP network. It becomes easier to cooperate with other software within the IP system, so that the management of information becomes efficient. Moreover, it can be used in a wide network of companies and many different environments. The construction cost will also decrease by converting to IP.
IP-PBX was already on sale by the manufacturers. However, it is the first time that it has been developed for our own use by our call center.

Seamless

An arbitrary Communicator can acquire the information of customers that is received at other call centers in a seamless effort to cooperate with the customer database server.

CRM

It is possible to manage collectively and analyze the customer files and telephone records from many fields in the data base server, so that consumers` needs can be adequately met. Additionally, it is possible to communicate with customers by e-mail, mail or fax (Schedule).

Extendibility of Navi-Telephony

Custom function

The custom screen can be easily constructed in any shape that suits each business. For example, in case of tallying questionnaires from customers, the contents of the customer detail screen will be set up in advance, so that the results can be sent back immediately.

(Right: Sample of customer pages)

Enhanced feature

Along with the customer pages, special interfaces such as order-receiving system are also prepared. In all of that, special screens which interface with the CTI corresponding to the type of business is prepared.

E.g. Order-receiving system
E.g. Stock control system
E.g. Commodity master management system

(Right: order receipt page)

Various totaling functions

Besides a standard numerical value, a variety of calculation methods can be adjusted.

E.g. Contractor query rate (The rate of calls from actual contractors per total number of calls)
E.g. Each time zone; age; gender, administrative division, etc.

Moreover, we try everything possible on request from the customers to solve their problem.

(From the left are: Details of inquiries, Number of call receptions to different time zones, Reports of call receptions in different areas.)

Escalation function

When the communicator cannot correspond to the query from the customers, it is possible to transfer the information to a high-ranking manager or related section who can take over the query.

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Other optional functions

As supplementary services, it is possible to add optional features, such as the best plan simulation function, weather display function for the region where customer lives, area retrieval function which can check the internet connection situation where customer lives and so on.

E.g. The best plan simulation function
E.g. Weather display function
E.g. Area retrieval function

(Right: Weather display function: Weather-CTI)