:[ SEGI Future Technology Co., Ltd. ]:

01: Concept of CTI Call Center | 02: Structural Chart of CTI Call Center |
03: Major Feature of CTI Call Center | 04: CTI Call Center Applicable Fields |
05: History of Supplying CTI Call Center

1. Concept of CTI Call Center

CTI(Computer Telephony Integration) is a telephony system, including telephone and fax, controlling technology with using computer, which automates calling and receiving telephony process with computer by handling feature of communication device or sending voice fax (or others) after combining with computer network.

Mostly, CTI is applied to call centers such as help desk or call center, and it is divided into PBX and unPBX depending on whether it has exchanges or not.

Since CTI system enables users to contact, lookup and process related to various data, such as monitoring, statistic analysis and others, you can manage human resource and system more efficiently.

Expected Benefits

Improved customer satisfaction level and company image

Efficient Call Center operation

- Firm loyalty from existing customers

- Expand number of newly subscribed customers

Maximized productivity of consultation process

2. Structural Chart of CTI Call Center

3. Major Feature of CTI Call Center

	Inbound Operation		Outbound Operation	Manager’s Operation
User’s Operation	Customer Information Inquiry	Customer Information Change	Detailed Conclusion Information	Call Center Operation and Analysis
	Remaining Inquiry and Details Inquiry	Account Transfer and Fund Transfer to Other Bank	Telesales for Target Customer	Counselor’s call monitoring
	Stock Trade Operation	Deposit/Withdraw Operation and Inquiry	VIP Customer Management	Counseling Information Management
	Receiving/Managing Customer Complaints	General Information/ Help Operation	Operation of Campaign Program	Counselor’s Counseling Support
Tool Supported Operation	Receiving/Sending FAX	Call Back Service	List Management	Printing Various Statistic Reports
Tool Supported Operation	Script Applying Operation	Receiving/Sending DM	PD/PV Task Management	User/System Management
CTI Handled Operation	Call Routing	Call Transfer	Outbound Dialing	Counselor ACD Group Management
CTI Handled Operation	Automatic Customer Information Printing	Conference Call	Call Blending	Integrated Headquarter and Branch Office Support

4. CTI Call Center Applicable Fields

Financial Industry - Stock Information, Stock Order, Remaining Inquiry, Approved Amount Inquiry, Arrearage Notification, Credit Card Inquiry, Accident Report, etc.

General Company - How to use, Reservation Information, Reservation Service, Member Information, Mail Order, Reward Information, Product Information, Complaints, etc.

Public Office - Public Petition Receiving, Public Petition Information, Living Inconvenience Report, National Incompliant Report Operation, etc.

5. Shortcut to History of Sypplying CTI Call Center

6. Contact Point

CTI II Team Manager
Tel	(02)2107-3388
E-Mail	okr@segi21.com