contactcenter solution zlink

8/9/2019 ContactCenter Solution ZLINK

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CONTACT CENTER

SOLUTION

ZLINK CO.,LTD


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CONTENT

About ZLINK

Contact center model

Advantages of ZLINK contactcenter solution.

Example IVR script Customer Relationship Management


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ABOUT ZLINK

ZLINK CO.,LTD HQ: 2/596 Hoàng Hoa Thám, Hà Nội

Branch Office: 246 Hai Bà Trưng, quận 1, HCM

ZLINK pioneer in providing solutions for IP

Telephony (VoIP) solutions for the customer carecenter (contact center) and value-added servicesbased on voice

Some typical customers:

Viethousing (PVI Tower, …) Hoang Huy Group (Golden Land,…)

Son Ha Group

Bkav Group

Tran Anh Digital JSC


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ABOUT ZLINK

GENTIS

VMG

FTC Group

…


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CONTENT

About ZLINK





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CONTACT CENTER MODEL


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CONTACT CENTER SOLUTION

System components:

HQ

High performance VoIP server, connect FPT via SIP Trunk,

connect VNPT, Viettel via E1 Gateway.

Branch:

VoIP Gateway connect to local telecom provider

IP Phone/ Headset for enduser


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CONTENT

About ZLINK


Advantages of ZLINK contactcenter

solution. Example IVR script

Customer Relationship Management


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ADVANTAGES OF ZLINK’S CONTACT CENTER

SOLUTION

Minimum implementation cost

All device run on network, no cost for telephone infrastructure

Minimum maintenance cost

Administrators centralized management system through the web interface.


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SOLUTION

Scalability

System easily extended branches, additional users. The ability to integrate

Systems easily integrate with third-party software (CRM, ERP, ...) through

API developed by Zlink

Ability to backup and restore in case of incidents

The system is redundant multiple levels, help restore rapidly when trouble

unintended (electric shock, fire, explosion, ...)

Supports flexible terminal

System supports many types of terminals: IP phones, coreless IP Phone,

softphones.

Cheap international calls

Limit call, limit call duration

System can integrate with ZLINK’s software to:

- Callout permission

- Call time limit

- Call control according code


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SOLUTION

Billing

This system can integrate with ZLINK billing software to cost accounting for

each department.

Music on hold

Play music when customer wait for answer.

Time condition:

System run IVR(interactive voice response) script based on time: working

hour script, non-working hour script

Voice mail:

Customer can leave message in non-working hour.


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SOLUTION

Voice Conference

Follow me:

Blacklist:

Free call between branches:

Employees easily called internally in the office or between branches and

absolutely no cost

Callback:

ACD (Automated Call Distribution)

Customer calls are divided into groups according intelligent algorithm: staff

with heard at least, staff with highest time off, random, ring all, …


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CONTENT

About ZLINK





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EXAMPLE IVR SCRIPT


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CONTENT

About ZLINK





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CUSTOMER RELATIONSHIP

MANAGEMENT

1. Automate sales process

2. Customer Support

3. Other features


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1.A UTOMATE SALE PROCESS

Potential customer management

Manage customer from potential customer until transformed into business

opportunities.

Easily import customer form outside source.


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Opportunities management

Track all sales opportunities from start to finish during the sales process

Assign opportunities with customers, contacts, activities, and other modules to

have a strategic vision for this opportunity

Create quotations, sales invoices, bills

Create reports


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Customer management

Track all customers, contacts, opportunities, feedback and other details.

Create quotes, bill of sale, invoice customers

Tracking customer purchase history and analyze opportunities to promote

mutual sales. Create fully reports about customer.

Attach documents related to customer.


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1. A UTOMATE SALE PROCESS

Customer management


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CUSTOMER RELATIONSHIP

MANAGEMENT

1. Automate sales process

2. Customer Support

3. Other features


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2. CUSTOMER SUPPORT

Incoming popup

Integrated with ZLINK’s incoming popup module, CRM software auto popup

customer information when receive incoming call.

Click to dial


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2. CUSTOMER SUPPORT

Incident management

Track all incident relate to customer

Links incidents with customers, contacts, products, and other modules to

have a better view of the incident.

Create FAQ for future use.


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2. CUSTOMER SUPPORT

Assign customers to employees


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3.OTHER FEATURES

Automate marketing process

Supplier management

…


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COST

No. Categories Costs Note


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contactcenter solution zlink

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