Case of Shanghai Aishu Call Center

 I. Profile of Shanghai AnyShare (AIS)

 

Shanghai AnyShare Information Technology Co., Ltd., founded in 2006 and headquartered in Shanghai, has branch offices and representative offices across China.

 

Shanghai AnyShare

 

AnyShare is a big-data infrastructure provider dedicated to empowering the digital transformation of governments, public institutions, and enterprises—helping customers in every industry unlock the value of their data and deliver real-time, on-demand data services.

 

 

    II. AnyShare Communication Requirements

 

AnyShare now employs 1,500+ staff and partners with 1,000+ channel partners. Its solutions have earned the trust of 24,000+ customers in government, enterprise, finance, education, healthcare, and other sectors.

 

With a continuously growing customer base, traditional telemarketing and service models can no longer meet the company’s communication needs. Therefore, a high-efficiency call-center solution for telemarketing and customer service is required. Core requirements are as follows.

 

Call-Center Communication Requirements

 

 

      1. IVR Voice Navigation

 

The system must support multi-level IVR with customizable call-flows, providing callers with clear menu-driven guidance.

 

 

      2. 400-Number Compliance Access

 

Bind existing 400 numbers to fixed lines and route them into the system; dedicated 400 inbound trunks for effortless 400-number integration.

 

 

      3. Screen Pop-Up

 

When a customer calls in or an agent places an outbound call, the system automatically pulls relevant customer data from third-party CRM platforms and displays it to the agent, seamlessly bridging the CRM integration.

 

 

      4. Preview Dialing Support

 

According to predefined outbound rules, agents can review customer profiles before deciding whether or not to initiate the call, completing automated outbound campaigns efficiently.

 

 

      5. Call Recording

 

All calls are recorded and summarized into call-detail reports. Full recordings improve sales/service quality and prevent disputes, with all audio files stored centrally in AnyShare’s content-storage platform.

 

 

      6. Customer Information Management

 

Beyond standard fields (company name, industry, address, contact person, department, title, phone, mobile, email, follow-up history, next-contact date, etc.), 2–3 custom fields are reserved for future attribute expansion.

 

 

      7. Agent Transfer, Call Evaluation, and Other Features

 

 

      8. Statistical Analysis Tools

 

Custom reports aligned with real-world business scenarios and personalized management needs; standardized customer classification, follow-up processes, and work reports built on company best practices.

 

 

    III. Keneng IPCC Call-Center System Solution

 

After thoroughly understanding AnyShare’s core needs and combining them with industry-specific use cases, the business manager proposed the following call-center system solution.

 

Call-Center System Solution

 

1. Deploy a cloud-based Keneng core call-center system in the headquarters Alibaba Cloud data center as the central control hub.

 

2. Provide 400-number compliant access and connect all agent phones via digital-trunk gateways to the server.

 

3. Adopt cloud deployment and integrate with AnyShare CRM, order management, and ticketing systems.

 

4. Activate IPCC call-center system features—ready to use upon launch.

 

Finally, AnyShare adopted the Keneng IPCC call-center system, enabling a single platform to serve both online marketing and customer-service departments while keeping their data completely separate—delivering timely and efficient service to every customer.