Huayun World Overseas Call Center System_Intelligent Cloud Contact Center Platform

Huayun World Overseas Call Center System

Huayun World Overseas Call Center System, built on cloud technology and artificial intelligence technology, provides enterprises with comprehensive, flexible, efficient and stable customer service solutions. Support seamless integration and customized optimization of service processes, achieve rapid response and professional answers to customer inquiries, and effectively improve consultation processing efficiency. Assisting enterprises in enhancing customer satisfaction and loyalty, optimizing operational processes, is the preferred solution for digital call centers in various industries to improve customer service levels.

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Huayun World Overseas Call Center System

Call Center - Integration Capabilities icon

Call Center - Basic Features icon

· Answering incoming calls, manual outbound calls, call hold
· Pop up screen for incoming calls, click on outbound calls, third-party meetings
· Call forwarding, predicting outbound calls,recording calls
· Appointment reminder, along the way data,SMS sending
· Missed call, task outbound call, intelligent outbound transfer
· Received call, outbound duration, seat busy

· Voice mailbox, consultation transfer, postevent handling。

· User configuration, data backup
· Queue configuration, data restoration
· Outbound routing, seat grouping
· Voice navigation, role configuration
· Queue allocation, permission configuration
· Report export, billing configuration
· Recording export, call forwarding。

· Seat monitoring, relay monitoring
· Queue monitoring, mandatory check-in
· Monitor the seat and force relocation
· Secret language agent, data import
· Three party communication, data allocation
· Seat quality inspection, data analysis
· Strong insertion and disassembly, task management。

· Call details list, overall duration
· Recording report, call loss statistics
· Quality inspection report, call duration
· Seat performance, number of calls
· IVR report, personnel statistics
· ACD report, departmental statistics
· Satisfaction, message report。

Call Center - lVR Navigation icon

Hello, welcome to call * * * company, please press 1 for business inquiries and 2 for service complaints...

Call Center - Queue Assignment icon

Transferring for you, please wait...

Queue broadcast
Waiting time/waiting position/greeting/waiting music/agent number

Queue queuing strategy
Wait time/Customer level/Business category

Queue overflow
Timeout overflow/full busy overflow/business group overflow tobusiness group/agent/transfer to mobile phone or fixed line

Smart Distribution
Skill level/Maximum waiting time/Average waiting time/Minimum call time/Average call time/Minimum number of answers/Average number of answers/Customer calling/Agent sequence/Business fomulation agent/Job number polling/Minimum number of call allocation

Call Center - Outbound Call Capabilities icon

Predictive outbound calls

· The outbound call system automatically initiatesthe call, and the connected call is transferred tomanual answering, which can improve the callefficiency.
· It is suitable for scenarios with large call volumeand simple business.

Preview outbound call

· The system assigns the outbound call task to theagent, and the agent browses the customerinformation through the workbench and then clicksto initiate the call.
· Suitable for accurate outbound calls from largecustomers.

Call Center - Call Recording icon

Single-channel andtwo-channel recording

· Provides a variety of recording methodssuch as mono, two-channel, andseparation of calling and calling. Canmeet the technical

· requirements ofintelligent recording and transcription。

Recording Lookup

Provide query conditions such as callduration, call and called number, time,call result, agent number, etc., and canaccurately locate the required recording。

Listen and Download Online

· Without installing any plug-ins,agent recordings can be listened toand downloaded

· onlineSupports MP3, WAV formats.

Recording storage

· Dump to local via diskSupports mounting a new hard diskon the recording server to storere cording data

· Support network push

Call Center - Agent Workbench icon

Softphone/Call Bar
Custom Status / SetIdle/ Set Busy / Hold on /Consult / Transfe r/ Conference / Listen / Forced Interception / Forced Disconnection
Pop-up information
Customer Information / Contact / Method / Contact History / Historical Summary / Ticketing List / Support Clicking for Detailed Information
Historical Information
Historical Ticketings / Historical Records / Historical summaries are interrelated.

Workspace Menu
Pop-up Page / Contact History / Telemarketing Tasks / Follow-up Plans
Quick Ticketings Creation
lssue Classification / Business Classification / Source / Assignment / Parent-Child Association / Automatically Auto-generate Ticketings
Outbound Follow-up

Outbound Task / Follow-upOutbound / Customer information Display

Call Center - Preview Outbound Calls icon

Task Management
Self-Pick up Settings / Task Information / Task Operations

Outbound Call Settings
Appointment Reminder / TaskApproval / Blacklist Approval / Dialing Limit / Data Transfer
Data Allocation
Allocate to Group / AllocateAgent / Average Allocation / Designated Allocation / Ratio Allocation

Execute Outbound Call
One-Click Outbound Call / NumberHidden / Outbound Call Pop-up / Communication Records / ContactHistory/Ticketing History / Outbound CallQuestionnaire / Appointment Settings

Call Center - Predicting Outbound Calls icon

Task Information Configuration
Task Name/Task Type/ Displayed
Number / Ringing Duration/RedialRules/Ringing SoundRecognition/Channel GroupName/Channel Group Quantity/TaskSchedule Configuration

Task Batch Configuration
Create Batch/Number import/
Deduplication Strategy/Enable/Disable
Real-time Task Monitoring
View Basic information/View CallResults/Agent StatusMonitoring/Outbound Call RateAdjustment/Dynamic Display ofOutbound Success Rate
Data Statistics Export
Outbound Details/Chart Display/Multi-condition Custom Filtering Export

Call Center - Work Tickets icon

Ticketing List
Personal / Enterprise All Status
Ticketing Query / View List

Ticketing Operations
Dispatch / Delegate / Transfer/ Close / Return / Accept
Order

Ticketing Form /Communication Content /Related Ticketings / Workflow View

Operation Records / ViewSource / Hotline Recording /Listen / Online Conversation Content

Call Center-SMS icon

SMS Management
· SMS Template
· Scheduled SMS
· Hang-up SMS
· Bulk SMS
· SMS Integration

SMS Task
· Sending Number
· e Template Call
· Content Editing
· Scheduled Sending

Call Center - Manual Quality Inspection icon

Quality Check Task

· Total Quantity

· Execution Volume

· Allocation Volume

· Score Volume
Display
· Status Control

· Extraction Rules

· Extraction Ratio
Quantity

Quality Check Rules

· Indicator Classification

· +Score Value

· Duration Range

· Critical ltem

· Define Template

Quality Check Report

· Quality inspector
· Caller and
·Receiver

· Start and EndTime
· Score Value

· Review Status

· Agent Appeal

· Spot Check

Quality Check Assignment

· Personnel/Quantity
· Batch/Average

Quality Check Score

· Recording Playback
· Score/Comment

Call Center - System Monitoring icon

Current Overall Information
Current Queue Count/Curent Locked Count/Abandon Rate

Skill Group Monitoring Information

Connection Rate/Service Level/Call Duration

Current Queued Calls
Caller Number/Queue Time/Queue Duration

Current Agent Status

Set Busy / ldle / Call

Activity Monitoring information
Overall List/Remaining List/Agent ldle Duration

Call Center - Report Statistics icon

Hotline Data Overview

· Supports viewing today's
incomingoutb

· ound volume

· Real-time Call Volume

· Call Duration
· Real-time Agent Status

· StatisticsCustomer Incoming Satisfaction
Statistics

Call Center-APP icon

The customer service app is a mobile application that integrates call handling, online services, Ticketings, and customer management capabilities, it helps enterprises improve customer satisfaction, enhance work efficiency, and achieve better custome lmanagement.。

Call Center-APP icon

Information Record

Add or Modify CustomerInfomation / Service Summary/ Business History /
Communication History

Status Modification
Set Busy / Set ldle / CustomStatus

Company Profile icon

Huayun World is a leading domestic intellgent customer service and virtual digital human service provider。

Proven service team
· Huayun World was established in 2011 with a registered capital of 52.63 million.It is registered in Nanjing and operates with dual headquarters in Beijing andNanjing.
· 4 branches: Shenzhen, Chengdu, Taiyuan and Shanghai.

· 12 offices: Guangzhou, Hangzhou, Chongqing, Xian, Xiamen, Fuzhou,Zhengzhou, Wuhan, Hefel, Nanning, Jinan and Shenyang.

· The team size is 300 people, with R&D and technical service personnelaccounting for 70%. The core team comes from first-cass communication andInternet companies at home and abroad such as Baidu, Huawei, Lucent andMicrosoft.

Solid industry foundation
· Focusing on the research and development of communication and call center systemsfor 20 years, and the artificial intelligence industry for 10 years, covering 20 +industries, thousands of customers, 100,000 + agent deployment, robotimplementation experience and services.
· Huayun World is a trustworthy partner for enterprise digital transfomation.