About the services

Contact Center

Insung Information’s services to install a contact center seeks to provide consistent user experiences by scaling a voice call-based call center to expand the customer contact channels to include chats and emails. AI, chatbots and STT are used in the solution to improve work efficiency at the contact center.

Key features		All-in-one services Operators, IVR, CTI, counseling applications, statistics, recordings, FAX, outbound, system control and coloring are provided as services to the contact center		Integrated operation services Through integrated operation systems, the calls, counseling and accumulative data are monitored in real time to cater to any changes in the operation of the contact center.
		Big Data and AI services Big Data analysis technology and AI-based counseling systems are used (chatbots and STT)		Omni-channel services Services to apply the same counseling routing method to various customer contact channels other than voice (video, email, chats, FAX)

Anticipated benefits	Stable system operation Duplicate and distributed system installation helps to better prepare for errors in each system	Response to the latest technology trends Prompt response to customer requests through AI or Big Data-based work analysis	Future business scalability is considered Virtualization-based system ensures prompt response to business changes

About the services

Key components of the contact center

• Calling infrastructure solution

  · Cisco IP PBX handles call control for all devices
  · Voice GW handles the conversion of PSTN calls to IP calls
  · UC infrastructure solution consisting of IP phones

• CTI Middleware solution

  · Smart routing allocation to meet business requirements
  · A stable and consistent service through duplicate composition
  · Organic synchronization (non-activeX/ activeX) with the counseling work program

• IVR solution

  · Customer services are reinforced by meeting business requirements at the customer contact channel
  · Improved convenience through TTS and ASR services
  · IP-IVR / CVP system configured according to the structure of the contact center

• Multi-channel solution

  · Chatbots with built-in AI and e-mail to accommodate various customer channels
  · An integrated counseling system that accommodates 3rd solutions including chats and emails.
  · Improved work efficiency in counseling through a Universal Queue system

• Integrated statistics and management program (ISUP)

  · One program to provide all essential features for counseling
  · Real-time monitoring and integrated statistics on resources related to calls, service representatives and systems
  · IVR scenario, voice comments, management of work hours and holidays are provided

• Synchronized with additional services

  · Various services are provided in association with AI
  · Synchronization with ‘visible ARS’ and ‘voice-prompted ARS’ for better services
  · Integration with STT/ TA system for smart automation in counseling