Requirements from the business:
- The system needs to be able to handle the enormous amount of data and complex operations of multiple departments and internal software within the enterprise.
- A stable system is needed to ensure quality communication with customers everywhere, as promised: "Super speed everywhere for everyone."
- It is essential to deliver an outstanding customer experience to persuade and retain customers to use a new product or service they are not yet familiar with – 4G networks.
- If the call center does not use standard technology, their customers will frequently encounter issues such as no signal, intermittent voice signals, and flickering. In addition, when there are many calls coming in at the same time, the number of queries increases, and stability will also be affected if the system performance is not good enough.
Solution Deployment
Bellsystem24-Vietnam has provided consulting services and implemented a high-quality Customer Care Call Center via Video Call, exclusively for the 4G customer group of company V. Previously, customer care activities mainly revolved around receiving information through traditional Hotline voice calls, where agents and customers could not see each other's faces.
Enhance the customer experience
With just one click of the mouse, customers can make a video call to the customer service department via the website or mobile app using a device with a camera. Video calls are made over the Internet and are completely free for customers. Staff receive calls and communicate with customers visually through voice and video.
Instead of having to talk to a stranger whose face and name you don't know, video calls make conversations between customers and call center agents more reliable. Customers feel comfortable talking to a real person whose name they know, whose facial expressions and supportive gestures they can see. This significantly enhances the customer experience.
Stable operation system, high security
Even with high traffic and large scale, the Video Call Customer Service Call Center solution for businesses still operates efficiently, quickly, and seamlessly. The world-class High Availability system helps to "shoulder" the Call Center in case of failure, ensuring uptime (a measure of the system's uninterrupted operating time). up to 99.991 TP3T.
The system also features a high-security mechanism, which has been reviewed and certified through numerous international certifications such as FIPS 140, FedRAMP, U.S. Army I3MP/IMOD, etc.
"Library" of in-depth reports with KPIs measuring Call Center operational performance
Company V can monitor and customize Call Center reports at each stage. Daily, weekly, and monthly, Company V's management can monitor and supervise the Call Center's performance. Bellsystem24-Vietnam also flexibly introduces new methods to enhance Call Center performance, based on real-time reports and in-depth summaries.
Strong deep integration capabilities
Customer multi-channel interaction data such as voice, email, Zalo, webchat, video calls, etc. are "collected" and easily retrieved in real time through the IVR self-service system. Additionally, add-on solutions can be easily integrated based on specific needs, enabling managers to optimize performance, develop multi-channel customer care solutions, or automate processes, etc., on a "scale-as-you-grow" basis.
Result
- Bringing breakthroughs in customer service, supporting Enterprise V to become the first telecommunications company in Southeast Asia to successfully roll out its 4G campaign.
- The system uptime index is as high as 98%, ensuring the highest possible customer satisfaction (CSAT).
- Supports up to 400 call center agents across multiple servers with backup options through multiple virtual sites while ensuring stable transmission and absolute information security.
- Cost optimization
