The OpenScape Contact Center system is a modern customer care system and applies the world's latest technologies. By expanding contact channels and converging with the Omni-Channel and Customer 360 concept, helping customers to access support services more easily by forms. Customer information is identical on all connections, so there is no missed information and data duplication.

Why do you need to take care of your customers?

Customers are a very important factor to help businesses survive and develop. Developing new customers is important, but retaining existing customers is even more important. What solutions make customers satisfied with your products and services after completing the sales phase, helping customers continue to use your products and services.

Common problems encountered when taking care of customers?

• Not recognizing customers when customers contact the company to ask for information about products and services
• Receiving customer information but not responding, causing customers to contact many times.
• Customers contact the company's phone number but there is no one to accept or receive but transfer the phone to the wrong recipient….
• Calling in is always busy making customers unhappy
• Young customers often prefer to support through Social channels, but the company cannot manage these channels.
• The staff to handle the work is small, but the number of customers contacted is too much, leading to missed many calls
• ….

What is the proposed solution?

In order to retain customers to continue using their products and services, businesses need to focus on after-sales customer care. The company needs to have a customer care center to receive support, warranty, customer care and proceed to sell more products and services on the existing customer base.

The solution we propose focuses on building a customer care center to help businesses increase customer satisfaction and help optimize human resources for customer care by using the latest technologies in telecommunications and information technology. 

Topology

The main components of a Contact Center system

• The PBX system connects voice providers such as Viettel, Mobifone, VinaPhone through traditional interfaces such as TDM E1 ISDN or through new interfaces in the form of SIP Trunk.
• The email system receives information channels via email
• Social Chat system like Zalo/ Facebook/Live Chat…over the Internet
• AI system like Chat Bot / Voice Bot using TTS and ASR technologies
• Recording system
• Contact Center system manages and distributes voice / email / chat / social / virtual agent contact types (voice bot / chat bot) to reach customers
• Customer database systems such as CRM and knowledge management systems
• …

Ms Teams Phone System is an integrated PBX feature on Ms Teams of Microsoft. Ms Teams Phone System replaces the existing PBX system, helping businesses integrate all features on a single interface such as voice, message, online meeting.

Ms Teams Phone System is a virtual PBX system deeply integrated into Microsoft's Ms Teams platform. Ms Teams Phone System is the final piece in the digital framework of Ms Teams and Office 365. Enterprises can use the Ms Teams system as a framework, online meeting system, chat book and now a system. communication switchboard. With the integration of Ms Team Phone System via Ribbon SBC, businesses can call customers anytime, anywhere with a connection.

With voice integration, Ms Teams becomes the Unified Communications application that helps businesses accelerate their business activities.

Benefits of implementing Ms Teams Phone System solution :

• Customers do not need to invest in a traditional switchboard with hardware expansion problems, saving workspace.
• Easily sale up and scale down according the requirements
  
• Deployment is fast and geo-independent.
• Employees can use it on all devices from desk phones, computers, tablets or mobile phones. No longer limited to the office and out of the office.
• The Ms Teams solution that integrates voice helps businesses quickly deploy wireless, paperless, virtual office models ... and is especially flexible when working from Home.

Deployment requirements

To deploy Ms Teams Phone System according to Direct Routing architecture, customers need to have the following conditions:

• Customer need buy license Office 365 E1/E3 + Phone System or E5 or Microsoft 365 Business + Microsoft 365 Teams Phone Standard
• Customer need IP WAN Static
• Customer need CA which is recommended by Microsoft
• Customer need Ribbon SBC 1000 / 2000 or recommended by  Microsoft
• Customer need SIP Trunk of ITSP Viet Nam or  E1 ISDN .