Contact Center Infrastructure
Service
Main Features
IT solutions that enable integrated customer communication management through the convergence of new technology with customer service business know-how of MetaM's contact center
User-Centered Design Plan and Convenience
- Convenience is high due to familiar UI/UX and functional development developed based on the user's work environment.
- All functions are operated by Web without separate S/W installation, and system integration is possible by providing IPCC management, integrated statistics, and integrated logins in the Customer Service APP.
Optimized Operating Systems and Stability
- It provides the stability of two-stage duplexing with each S/W module and physical server duplex configuration.
- In case of System Failure, quick recovery is possible without a call cut.
Scalability
- It is easy to expand by software extension method.
- We have added hardware and software without interruption.
System Interworking
- Based on international standard technology, service interworking is possible in any environment without platform restrictions.
- Various channel system interworking is possible based on the latest web technology and SIP.
Business expansion through the application of new technology.
- It is easy to apply virtual CSR such as voice recognition and voice chatbot interworking.
- WebRTC can replace physical phones in customer service seats and utilize non-face-to-face services.
Detailed Solution Guide
As an integrated contact center system based on the ALL SIP standard, it provides visible IVR, 080 call rejection IVR, and intelligent caller ID service.
It is a One-Stop customer service system that interlocks multi-channel of customer service with internal and external systems. UI configuration and work process are reflected to improve productivity of CSRs, and monitoring and statistics systems, systems, and data management services are provided.
As a service for managing and communicating with CSR' work ability, it has a community function for sharing CS work knowledge, job testing, and communication with CSR.
It is a WEB/APP chatting customer service that allows access in a variety of platform settings; it supports Kakao CS Talk, Meta AI Chatbot interworking. SaaS allows you to introduce chatting customer service on a monthly basis without any burden of initial construction costs.
Chatbot Service Middleware platform consists of: Chatbot Builder, which is responsible for analyzing and answering user query, understanding learning, Dialog Manger, which manages service process drive and query history, and Chatbot Insight, which analyzes conversation results and presents re-learning guides.
It is a web-based automatic outbound operator program that includes the modules necessary for system interlocking and maximizes work efficiency and guarantees the highest productivity by increasing the success rate by automatically generating campaigns, operating by customer orientation and time zone separation.