Fujitsu CCRM-1 Call Centre / Contact Centre Platform

Every business company realizes that effective and accurate communication with clients and partners plays a key role in business success. Communications include but are not limited to the delivery of information for inquiries (outbound communication) and the collection of feedbacks and complaints. (Inbound communication). The operations behind the scene mixed with sourcing, reorganizing and modifying of information and makes contact with customer. In order to achieve the highest standard and efficiency in the business communication, a completed Call Centre Platform should be employed. The platform is a combination of computer servers providing at least the following features and it is upgradeable to accommodate the ever changing business operations of various industries.

• Interactive Voice Response (IVR) features to provide self-service facilities to customer with high privacy.
• Customer Identification can be provided through the tree-type IVR voice guides.
• Whenever a Customer Service Representative receives a customer call, as much as information such as the personal details, customer class, customer preference, recent transaction and related product information will be presented at the computer screen to help the staff focus on the communication with the customer instead of clerical works. This function is achieved by the integration with all other information resources of the company.
• The platform traps every single information of each call and produces reports for studying the agents and staff groups' performance, the utilization of internal & external resources and the actions of customer in the IVR. These are valuable assets for designing the enhancement of the Call Centre as well as the accommodation of new promotion plan.
• Realtime screens with multi-colour alerts reflecting the instant situation of the Call Centre helps the supervisor to take remedial action to maintain high service level from time to time. Such on-screen information include the staffing, number of waiting and abandon calls and the resources utilization of the platform.

Strengths of Call Centre Platform by Fujitsu Development Team

• Fujitsu communication software development team has ~20 years experience for servicing major telecommunication carriers and business companies in Hong Kong.
• The platform is 100% developed by Fujitsu Hong Kong communication software development team. The development team has the right to reprogram the features to suit each business application. This cannot be achieved on other imported call centre software packages and platforms.
• Since the development team of the platform is stationed in Hong Kong, effective and prompt after sales support will be guaranteed.
• Fast delivery of software upgrade to catch up with the fast changing and competitive business environment of Hong Kong.