{"id":6475,"date":"2022-08-31T14:37:33","date_gmt":"2022-08-31T07:37:33","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6475"},"modified":"2024-08-02T08:20:48","modified_gmt":"2024-08-02T01:20:48","slug":"tong-dai-da-kenh","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/tong-dai-da-kenh\/","title":{"rendered":"MULTI-CHANNEL CONTACT CENTER WITH INTEGRATED CRM"},"content":{"rendered":"<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/tong-dai-da-kenh_44ae659570f2455884eba9666def970e.jpg\" alt=\"multi-channel switchboard\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt; color: #2e5d95;\"><em><span style=\"font-weight: 400;\">\u201cThe perfect multi-channel call center solution to retain customers and increase revenue\u201d<\/span><\/em><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The number of communication channels from customers to businesses is increasing, and at the same time, the requirements for interaction quality are also increasing significantly. They still use traditional channels such as Voice, Email, ... But there is also a tendency to interact more widely through Video Call applications, Social Networks, Web chat.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Meeting all customer needs across all contact channels helps businesses maintain good customer relationships, build brand image, increase information delivery and increase sales.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #ff6600;\"><strong>__<\/strong><\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Are you a company that provides video game platforms?<\/strong>\u00a0Connecting with customers on social media platforms is a must.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Are you in banking business?<\/strong>\u00a0Customers will contact the network more via voice call channels.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>If you are in e-commerce business?<\/strong>\u00a0Web chat is a good choice.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #ff6600;\"><strong>__<\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">With multi-channel Contact Center, you can choose customer service channels to suit your business needs.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/customer_service_channel_c11348d365f445878003f8b6ad347c2b.jpg\" alt=\"customer service channel\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #ff6600;\"><strong>Bellsystem24-Vietnam solves the problem for you.<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">We surveyed a number of managers\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center<\/a><\/span>\u00a0to better understand the issue:\u00a0<strong>Why aren&#039;t they using the right multi-channel call center to meet customer needs?<\/strong>\u00a0And found there are two main reasons:<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><span style=\"font-size: 15pt; color: #ff6600;\"><strong>46%<\/strong><\/span>\u00a0Failing to recognize the needs arising from their customers.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><span style=\"font-size: 15pt; color: #ff6600;\"><strong>54%<\/strong><\/span>\u00a0They recognized the problem but their current call center platform was limited in its multi-channel capabilities.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><em><span style=\"color: #000000;\">None of the above managers use Bellsystem24-Vietnam&#039;s multi-channel Contact Center platform.<\/span><\/em><\/strong><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #ff6600;\"><strong>Integrated multi-channel switchboard solution.<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Multi-channel Contact Center Platform\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/\"><span style=\"color: #ff6600;\">Bellsystem24-Vietnam<\/span>\u00a0<\/a><\/span>is a unified system, capable of supporting all contact channels and unifying information along the customer journey, ensuring the customer experience is always consistent and seamless. It is a complete solution consisting of three core components.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/phan-mem-tong-dai-da-kenh_fbd0de5fa13c4a45bb3f8a4e91720d07.jpg\" alt=\"n\u00ea\u0300n ta\u0309ng ch\u0103m so\u0301c kha\u0301ch ha\u0300ng \u0111a k\u00eanh\" \/><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Omni-Channel Contact Center.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Flexible, easy application platform architecture. You can deploy as a traditional switchboard or on\u00a0<span style=\"color: #ff6600;\">Cloud platform<\/span>, connect to existing database systems easily.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Functions of the switchboard:<\/span><\/strong><\/span><\/h3>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>IVR:<\/strong>\u00a0Pre-saved script-based voice interaction software.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>ACD:<\/strong>\u00a0Intelligent call distribution.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Skill-Based Routing:<\/strong>\u00a0Skill based routing.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Voicebot:<\/strong>\u00a0Automatic voice interaction robot.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Omni-Channel:<\/strong>\u00a0Multi-channel integration.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>CRM:<\/strong>\u00a0Customer relationship management and knowledge storage software.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Auto dialer:<\/strong>\u00a0Smart dialing.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Monitor:<\/strong>\u00a0Monitor Agent activity in real time.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Report:<\/strong>\u00a0Real-time or timeline reporting and analysis.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Bellsystem24-Vietnam&#039;s multi-channel call center platform is the solution to help you solve the challenges from the increasing needs of customers.\u00a0<strong>at the most optimal cost<\/strong>. Want to deliver superior customer experiences in an omnichannel environment?<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>&#8220;Gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i \u0111a k\u00eanh ho\u00e0n h\u1ea3o \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng doanh thu&#8221; S\u1ed1 l\u01b0\u1ee3ng k\u00eanh 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