Wulong Karst International Travel Agency, Chongqing

Communication Requirements

As the company’s customer base grows and its business scales up, the traditional telephone customer-service system can no longer meet corporate communication needs. To improve customer-service efficiency, the existing telephone customer-service system must be upgraded and rebuilt, focusing on the following functional requirements:

 

1. Voice Navigation

When a customer calls, the call first enters the system’s voice navigation, which automatically plays voice prompts. Customers can follow these prompts to make selections or perform actions, and common questions can be resolved through self-service, greatly reducing agent workload and saving on labor costs.

If the voice service cannot meet the customer’s needs, the call can be transferred to a live agent to resolve the issue.

 

2. Time-Based Service

Time-based service allows the customer-service telephone system to route calls to different numbers and play different voice-navigation recordings according to business hours, holidays, and after-hours periods, making the service more precise and user-friendly.

 

3. Call Transfer

When a customer calls for assistance, the call can be transferred to another appropriate agent if the current agent cannot answer the question.

Additionally, transfers are supported when an extension is busy, offline, or unanswered, ensuring that no customer is ever missed.

 

Solution

1. Dedicated Line Number Access

beckiot’s phone-call system supports direct connection of the company’s own numbers. The carrier’s digital-trunk service is seamlessly linked to the call system through our digital-trunk gateway.

 

2. Main Number Functions

beckiot’s communication platform provides unified services for corporate main numbers, including voice navigation, time-based service, and call transfer.

 

IVR voice navigation supports multi-level IVR flows and time-based IVR, with options to transfer to a live agent or to a queue. For call handling, it supports call transfer, pickup, one-number service, and more.

beckiot’s phone-call system is built on the latest soft-switch technology for rapid deployment, flexible access, and low-cost go-live. Additional cloud-main-number, call-center, and conference-room features can be activated according to the company’s needs.