通信系统
现场常见问题
Customers call and nobody picks up, or they get transferred three times. Managers cannot say how many calls were missed today, how long people waited or how many each agent handled. Meanwhile another group of customers is messaging on Facebook and WhatsApp with nobody tracking it properly.
More than phones
A contact center routes each call to an available agent with the right skills (ACD and skill-based routing). Callers who choose Thai reach Thai-speaking agents; VIP cardholders reach the senior team. People waiting hear their queue position or press a key for a callback instead of holding.
Measure everything
Real-time dashboards show calls in queue, wait time, abandonment rate, service level and agent status. Daily and monthly reports drive shift planning. In Laos, volumes tend to spike after long holidays and at the start of the month; the data lets you staff up ahead of time.
Omnichannel
Many platforms bring webchat and messaging such as Facebook Messenger or WhatsApp into the same agent screen as voice, depending on the platform chosen and each channel's API terms. With CRM integration, the customer's record pops up the moment the call arrives.
Start small
A five-agent team can start on a call-center module of the IP-PBX you already have, then grow into workforce management and quality monitoring.
Send us one month of call records (CDR) from your current system and we will calculate how many agents you need at each time of day.
功能
ACD & skill routing
Route each call to the best available agent.
Real-time wallboard
Queue, wait time and service level on a wall screen.
Automatic callback
Customers don't have to hold or pay for the wait.
Recording & QA
Review and score recordings for coaching.
CRM integration
Screen-pop customer records on incoming calls.
Omnichannel
Webchat and messaging in one desktop on supported platforms.
设计与实施
- 1
Analyse call volumes, peaks and service-level targets.
- 2
Design IVR, queues, skills and business hours.
- 3
Deploy the platform (on-premises or cloud) and headsets.
- 4
Integrate CRM and messaging channels as required.
- 5
Train supervisors and agents; tune during the first two weeks after go-live.
适用场景
- Bank and insurance customer hotlines.
- Hospital appointment and enquiry lines.
- Logistics and delivery tracking enquiries.
- ISP and utility fault-reporting lines.
常见系统规模
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常见问题
Can agents work from home?
Yes, via softphone over VPN or a cloud platform. It needs a stable connection and a noise-cancelling headset; with ordinary earphones, customers hear the traffic and the neighbour's dog.
Can Facebook Messenger really be included?
Many platforms support it through Meta's official APIs. We confirm what the chosen platform can actually do before proposing; no promises before testing.
How many agents do we need?
It comes from call volume, average handle time and a service-level target, using Erlang C; for example, "answer 80% of calls within 20 seconds". We work it out from your current CDR data.
相关指南
相关解决方案
通信系统
发给我们建筑平面图或几张现场照片
我们会先询问一些细节，再给出初步设计方案。首次咨询免费，可用老挝语、泰语或英语，通过 WhatsApp 或 Facebook 主页联系。