Technology

Drive sales with Contact Center multi-channel customer care solution


On March 23, CMC Telecom, together with NTT Networks and ITS, organized an online seminar “Promoting sales – retaining customers with Contact Center” to help businesses “tighten” their relationships with customers and build “retention points”. touch” the brand.

When the market is almost saturated in terms of market share, the quality of service before, during and after the sale is a distinct advantage that helps businesses create a position and trust so that customers can choose and accompany them for a long time. Future. Compared to the cost to attract new customers, new customer care (customer care) activities to convert into leads cost many times less.

The seminar attracted a large number of business representatives to participate online

Contact Center is a customer care and sales switchboard system that is integrated through many channels such as voice, live chat, email, sms, facebook… at a single place. This is considered a multi-way linking tool between businesses and customers to help approach and care for customers effectively and improve the user experience.

With the ability to “all in one”, the Contact Center model is considered a solution to help businesses effectively manage both “internal” and “external”. When operated on the basis of modern cloud computing technology, the Contact Center system allows employees to “remote working” in case of need, helping to save maximum time as well as improve working efficiency. job.

Drive sales with Contact Center multi-channel customer care solution
Benefits when businesses use Contact Center

When using Contact Center, statistics and customer behavior research through many parameters are recorded in the system. Monitoring the working efficiency of the customer care department becomes easier and more objective. In addition, transaction history and customer information are always stored and confidential, this information will be analyzed and made assessments, thereby helping businesses determine the best direction to improve. business quality and revenue growth.

Mr. Nguyen Toan Anh – Director of Telesale Center of CMC Telecom emphasized: “When enterprises do not have enough resources to manage and respond to customer requirements quickly, it is necessary to establish a total solution system. able, capable of flexibly converting, integrating many applications such as automatic answering system, customer management, data analysis … without having to invest in large costs as Contact Center is a right solution. and necessary.”

Drive sales with Contact Center multi-channel customer care solution
CMC Telecom representative shared about the importance of Contact Center

Besides, businesses can also upgrade their Contact Center system to become smarter with Voice AI solutions from ITS such as: Virtual call center – Callbot, Voice authentication – Voice Biometrics ( Voice Pay, Voice KYC, Voice ID applications),.. The solutions will support better customer care by shortening the time to exploit customer information, saving time as well as increasing satisfaction. customers by avoiding having to repeat the problem too many times.

Drive sales with Contact Center multi-channel customer care solution
Technologies used in the AI ​​voice solution suite

Businesses can access https://cloud.cmctelecom.vn/ to receive advice and support from experts of CMC Telecom.

CMC Telecom is the only Vietnamese telecommunications infrastructure enterprise with foreign shareholders, TIME dotCom Group, Malaysia’s Top 2 telecommunications group. CMC Telecom’s CMC Cloud multi-cloud platform is the only Cloud platform in Vietnam that connects directly with AWS, Microsoft and Google. Recently, CMC Cloud has become one of three excellent digital platforms selected to participate in the program to support small and medium enterprises in digital transformation launched by the Department of Informatization, Ministry of Information and Communications.

Thuy Ngan

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