Smart-PBX

Description

The Smart-PTX is a product of VNPT, which was developed by a team of top-tier technology professionals in the VNPT-Media Corporation to enable customer support via call exchange. It is claimed to be the first solution in Vietnam for building multi-channel customer service centers with cutting-edge technologies.

The Smart PBX system has the following advantages compared to traditional methods:

• Fast and simple: the latest technologies enable convenient features such as call management, operator assessment as well as managing scenarios and access permissions which helps saving time in staff administration and evaluation.
• Cost-saving: with abilities such as operator management, statistics report as well as call and access permission control, the system helps improving management and reducing personnel expenditure.
• Flexible: the system is equipped with a script management feature which enables users to modify the product according to specific requirements.
• Multi-channel customer support: beside calling, users can also use other multimedia platforms to reach to their customers such as live chat, SMS, email and social network platforms such as Facebook, Skype and Telegram, which makes connecting with customers more flexible.

Functionalities:

Smart PBX is a multi-channel customer service exchange system, which integrates several convenient features to help enabling customer support, simplifying operator administration and evaluation as well as optimizing cost and efficiency. It has the following features:

• Calling: this is the essence of a customer service system, which enables operators to handle both inbound and outbound calls via several devices such as Softphone, IP phones or Web RTCs.
• Exchange management: with the aid of this system, administrator can easily configure hotline numbers and write scenarios specifically based on the number. He/she can also group operators based on their skills, experience or duty. Additionally, it is also possible to set up call routes to operators to maximize efficiency.
• Online conference: users can conduct conferences as a form of group chat or audio call.
• Quality monitoring and evaluation: the system can monitor and evaluate operators based on different criteria, which helps administrator evaluating and monitoring subordinate operators to handle unexpected error as soon as they appear and avoid customer inconvenience.
• User data storage, monitoring and analysis: the entire calls of the system are recorded and stored. The system provides a wide range of reports from detailed statistics to overall or department-oriented summaries. This helps administrators evaluate each individual operator as well as the efficiency of nghiep vu cskh
• Multi-channel customer support: beside calling, users can also make use of other communication platforms such as live chat, SMS, email as well as social networks such as Facebook, Skype and Telegram to reach their customers more flexibly.
• Integration compatibility: this system can be integrated with some other systems such as Big Data, navigation and camera to have a better identification of customers, thus improve the efficiency of customer service and sales.

System users include:

• Customers
• VinaPhone, the Department of Information and Communication of HCM City
• Companies, organizations as well as individuals who are looking to have their own customer service.