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Yunyi communication built a customer service call center for Industrial Bank

Introduction to Industrial Bank

Industrial Bank Co., Ltd., founded in August 1988, is one of the first joint-stock commercial banks in the mainland approved by the State Council of the people's Republic of China and the people's Bank of China. Its head office is located in Fuzhou, Fujian Province. It was listed on the Shanghai Stock Exchange on February 5, 2007 (Stock Code: 601166), with a registered capital of 19.052 billion yuan

for more than 20 years since its opening, industrial bank has always adhered to the business philosophy of sincere service and accompanying growth, and is committed to providing customers with comprehensive, high-quality and efficient financial compliance, so that it can quickly and accurately automatically adjust to the set frequency

problems faced by the banking industry

1. How to use modern means of communication to provide customers with more personalized services to improve customer satisfaction and loyalty, improve the competitiveness of banks, so as to achieve the purpose of improving market share

2. How to build a stable and flexible enterprise information communication infrastructure to quickly respond to customer requirements and changes in market demand

3 How to closely integrate new technologies and existing business systems, and further play the role of existing resources and information

4, how to ensure that customers are provided with a full range of services 365 days a year, 24 hours a day

5, how to reduce operating costs without reducing services

based on the above problems faced by industrial bank, Yunyi communication has designed and built an intelligent customer service call center system for industrial bank, Let customer service personnel better serve customers and improve customer satisfaction

intelligent voice queuing collaborative transfer service

when we call the bank, when we need to transfer to a manual seat, if you need manual service, please press 0, which should be used by most customers. During the peak period of customer calls, you may need to queue. The call center system built by Yunyi communication for Industrial Bank has its own ACD queuing function, The customer can hear that your current position in the queue is XX. When you need to transfer to another seat, the system will transfer the customer information and communication to the next seat, and multiple departments will work together to serve the customer

unified management of recording reports at multiple points

Yunyi communication customer service call center system supports dynamic customized reports. In addition to basic seat, call records, scoring, satisfaction and queue reports, it can also quickly and dynamically customize reports. Banks can achieve unified management at multiple points, real-time recording. Managers can play or download recordings through the system, and timely adjust bank management measures according to recordings and reports, Improve customer satisfaction

real time TTS to voice self-service inquiry of customer information

in this era of fighting for service, fighting for the stability and satisfaction of customer oil source pressure, a set of bank intelligent voice service system is essential. Customers call the bank for unified customer service, and can choose the corresponding product service according to the voice navigation keys. After the connection between Yunyi communication call center system and industrial bank business system, various business data can be automatically read out through TTS, It is convenient for automatic query and self-service of various banking businesses

dual machine hot standby ensures the normal operation of the system

industrial bank always adheres to the business philosophy of sincere service, and the hardness range of phase foaming finished products can be 5C (6) 0C with growth. It is committed to providing customers with comprehensive, high-quality and efficient financial services. Yunyi communication has designed a dual machine hot standby scheme for the normal operation of the industrial bank business system to ensure the service throughout the day, This kind of mode combines the advantages of xinyilian platform of China 5 mining and Alibaba's 1688 channel to improve customer satisfaction

in today's highly competitive market, when customers are facing more and more choices, only by providing better and more timely services, can we attract customers in the hands of many competitors and make customers satisfied

when industrial bank serves customers with 100 points of professionalism and enthusiasm, Yunyi communication is also using 100 points of professionalism to serve more enterprise customers

about Yunyi

Shanghai Yunyi Communication Technology Co., Ltd., headquartered in the Expo Software Park in Pudong New Area, Shanghai, is committed to providing self-developed VoIP full range of voice/video products and enterprise communication, IP call center and other solutions to social enterprises and institutions. It is a key high-tech enterprise and patent pilot enterprise in Shanghai. The core management and R & D team of the company are senior people who have worked in the communication industry for more than ten years, and have rich professional experience in the fields of call center, IP voice communication, virtual operation, soft switch, integrated communication and so on. The company's products make full use of the environment of Internet and global IP interconnection to provide more comprehensive and professional service solutions than traditional businesses