Cloud Contact Center (3C) for businesses is a comprehensive solution providing organizations and businesses with a PBX system that uses 1 or more MobiFone numbers (mobile numbers) as a switchboard number ( Hotline number) and use mobile phones, landlines, softphones, SIP phones as extensions. 3C service provides powerful communication tools for businesses based on the telecommunications platform and Cloud infrastructure of MobiFone

Targeted customers:

• All businesses that do not have a PBX system or have a fixed switchboard system but want to upgrade to cut operating costs or improve the efficiency of using the switchboard. The enterprise already has a PBX system and wants to integrate one or more MobiFone numbers for listening and calling.

Some advantages 3C bring to customers:

• Using MobiFone number as the only representative number, unlimited simultaneous calls, not affected by the policy of changing the landline area code, not being affected by the plan, not allowing calls from 1900, 1800 numbers. , increase the customer's pick up rate, callback rate to 95%
• Save up to 40% on calling charges compared to using fixed numbers.
• Use anytime, anywhere, no internet connection required, unlimited work position. Supporting various terminals (traditional cell phone, IP phone / SIP phone, ...).
• 3C supports customer care and multi-channel sales (Voice, SMS, Facebook, Livechat, Email), which simplifies operation for users and makes statistics and reports easy for managers.
• Unlimited simultaneous call in / out of both directions.
• Control the entire operation of the contact center anytime, anywhere, the powerful switchboard features (recording, reporting, smart routing to the nearest communication staff, ...) help businesses improve efficiency. performance of the PBX system.
• No initial investment costs, no operating personnel, no cost of maintaining the system server, no maintenance costs.
• Internal calls between extensions (including desktop and mobile) over IP are completely free.
• Expanding the scale without limitation, not limited to geographical location, region.
• The open system has the ability to integrate the existing software of the enterprise.

1. Basic switchboard function group

• Integrate one or more MobiFone hotline numbers with the enterprise's existing PBX system to call out / call on the IP platform.
• Unlimited number of simultaneous incoming / outgoing calls in both directions.

2. Call Center functional group

• The hotline to receive calls is a MobiFone subscriber number or it can be integrated with other SIP numbers.
• Call out with one or more MobiFone hotline numbers.
• Unlimited simultaneous call in / out of both directions.
• Support for digital terminal is MobiFone number
• Supports SIP Phone terminals using the Internet
• Support IP Phone terminal using Internet
• Browser terminal support (WebRTC)
• Call information popup
• Popup customer information to call
• Popup call notes
• Call internally from SIP Phone, IP Phone, Mobifone mobile number
• Calling out of business from SIP Phone, IP Phone, Mobifone mobile number
• Call recording
• Route incoming calls by department
• Routing calls into employee rotation
• Routing the incoming call to meet the first and closest communicator.
• Scheduled routing
• Set up an interactive voice greeting
• Interactive Ticket system - record card helps to process customer requests via voice channel, SMS.
• SLA (establishes a commitment to handle ticket for businesses)
• CRM manages interaction history, reflection, complaint, product consultation, customer information storage
• Hold, Mute, Call Forwarding.
• IVR branch switchboard.
• Voice mail
• Report the number of incoming calls (general business report, report for each employee)
• Report the number of answered calls, missed calls (general business report, reports each employee)
• Report the number of calls out (general report, report each employee)
• Search and listen to recorded calls (by date, by staff, by customer ...)
• The admin interface for branch administration
• Monitoring the working status of the employees
• Call queue monitoring
• Employee productivity monitoring
• Call monitoring: wiretapping, call robbery, group chat, call disconnection
• Call recording file report.
• 3C API - SMS, Voice, Click-to-call, Contacts, Call Details integrate with existing software of the enterprise.
• Data storage time: 60 days

3. Contact Center functional group:

• Including functions of Call Center switchboard
• All-In-One interface integrates PBX, Facebook, Live Chat, Email, SMS.
• Integrate one or more business emails.
• Automatically receive Email and divide emails for staff to handle replies.
• Integrate one or more Chat Box into business website (Live Chat)
• Automatically receive Chat and divide it for staff to handle
• Send SMS to customers by the representative hotline number
• CRM manages interaction history, feedback, complaints, product consultation from Switchboard, Chat, Email, SMS
• Sample answer templates available for Livechat, Facebook, Email.
• Campaign - manage outbound interactive campaigns (call, send sms, send email)
• Admin interface for admin Box Chat, Email, Staff, Campaign
• Data storage time: 90 days

For further advice and guidance on the solution, please contact hotline: 0936.110.116 or email: contact-itc@mobifone.vn.

Sincerely thank you!