Omnichannel 5G video interaction, efficient reach through multiple methods

• Omnichannel video interaction capability, seamlessly integrating multiple platforms such as WeChat, mini-programs, APPs, and web versions, provides high-definition and smooth online video customer service. During a call, it can be flexibly upgraded to VoLTE video calls
• Combined with various reach-out methods such as manual outbound calls, automatic outbound calls, 5G SMS, emails, DingTalk, Feishu, Whatsapp, Instagram, Facebook, etc
• Supporting outbound call preview, outbound call prediction, etc., maximizing resource efficiency through patented predictive algorithms and real-time empty number detection
• Flash messaging, explicit strategy, and number authentication enhance customer trust and improve connection rates
• Deeply integrate into WeChat's private domain ecosystem, efficiently enable the mutual transfer between phone numbers and WeChat friends, and achieve cross-channel marketing and full-journey user operation

A powerful routing decision-making brain, intelligently seeking the optimal seat

• Visual IVR navigation, unified routing across multiple channels, and queue overflow, all cater to flexible routing strategies
• Seamless connection between human agents, intelligent transfer to internal lines, external lines, IVR, AI, consultation, meetings, IVR assistance, etc

One-stop workbench, intelligent assistance to enhance agent efficiency

• Intelligent order filling, assisted responses, knowledge recommendations, intelligent assistants, and other agent assistance tools enhance the efficiency of every conversation
• The drag-and-drop workbench layout design meets the needs of different businesses and roles for workbench layout
• Unified reception for incoming calls from multiple channels, with operations on the same screen
• Provide mobile and PC terminals for rapid collaborative office work across multiple scenarios and roles

Operation Management Center, with deep insight into user needs

• The visualized large screen displays multi-dimensional data such as call statistics, business statistics, and agent statistics, enhancing management efficiency
• Call report, session report, video report, email report, work order report, custom report
• Real-time session monitoring, through monitoring, forced disconnection, forced insertion, whispering, silent seats, etc., supervises and improves the quality of seat service
• Intelligent real-time and offline quality inspection, detecting silence, volume, emotion, speech rate, interruption, keywords, specific semantic sentence patterns, analyzing quality inspection results, and comprehensively ensuring call safety and compliance

Multi-system integration, creating a new experience of efficient work order management

• Unified access management for multiple channels (website, email, API, etc.)
• Real-time creation of work orders through the linkage of multiple systems (call center, online customer service, intelligent robot, video customer service, email customer service)
• Flexible management of work orders (allocation, circulation, association, triggering, tracking, filtering)
• Support custom configuration of fields, forms, types, filters, etc
• Automation capabilities such as workflow, SLA, and triggers enhance work order efficiency

With the support of large model technology, service efficiency is enhanced

• The efficient SFT solution provides "three major platforms" + "hundreds of small models" to facilitate the training and continuous learning of large models
• The conversational insight platform mines multimodal content and provides fine-grained insight analysis based on industry know-how
• The "Combined AI" compliant illusion detection platform provides safer, more reliable, and compliant services