Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.

vn

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BROCHURE

Nhm mang n cho mi trng doanh nghip mt gii php chm sc khch hng v t vn sn phm tt nht v dch v v t nhiu hiu qu. Cng ty Thin An xin hn hnh gii thiu gii php IVR IPPBX bao gm y cc chc nng cn thit nhm nng cao hiu qu kinh doanh ca doanh nghip.

Gii Php IPPBX

Gii Thiu Gii Php
IPPBX l h thng qun l tng tc a knh (Phone, Fax, SMS, Email, VoIP, Chat, Website) trong ni b doanh nghip (hoc thu ngoi) cho php thc hin nhng dch v qun l yu cu vi lu tr lng ln nh gii p yu cu t bn ngoi v yu cu t bn trong (v d nh Telemarketing). IPPBX hin i ang c s dng cng ngh tin tin l Computer Telephony Integration (CTI) v Automatic Call Distribution (ACD). H thng IPPBX cho php doanh nghip trin khai dch v chm sc khch hng, Toll-Free, Hotline, 1080, cung cp thng tin kinh t, khoa hc, k thut, bn hng cho khch hng thng qua hp th thoi v giao dch vin, t vn trc tuyn, nghin cu th trng, dch v th k, tra cu cc, dch v tr chi gii tr qua in thoi v cc dch v gi tr gia tng khc . Nhm khch hng chnh bao gm cc t chc cung cp dch v cng cng (in nc, bu in, ngn hng, bo him, .), tip th trc tip, cc b phn dch v khch hng (Customer Service) ca nhiu loi hnh t chc. h tr k thut (Helpdesk), gii p thc mc (Troubleshooting Center) v Telemarketing.

Li ch Ca Gii Php
Gia tng hiu qu cho cng vic hu mi, chm sc khch hng H ng dn khch hng s d ng sn phm ng cch m t cch t ng. o hnh t ng. Khch hng c th tham kho cc ch b L u kin ng gp ca khch hng ci tin cht lng phc v . Gia tng bn hng Qu ng b thng tin sn phm trc tip. Khch hng d dng tra cu thng tin a ch c a doanh nghip v i l L knh thng tin khuy n mi hiu qu c a doanh nghip.

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

Gia tng l i nhun Gim chi ph do p d ng hiu qu cc cng ngh hin i khu qu n l cc. Gia tng thm hiu qu n i b nh chia s thng tin. Thit lp tc thi cc bo co phn tch. Gia tng kh n ng qun tr, lp bo co. Gim st trc tip knh giao tip gia nhn vin v khch hng Lp bo co trc tip tc thi chi ph v thi gian.

Chc Nng Gii Php

H thng IPPBX cung c p nh ng chc nng chnh sau:
Chc nng y c a ca mt h thng tng i in thoi IP-PBX. Chc nng nng cp s my nhnh khng hn ch. Cung cp thng tin kinh t k thut, bn hng thng qua hp th tho i & giao dch vin. Mi giao dch u c ghi nhn li, t ng xc nh ni dung khch hng yu cu thngn qua CallerID cuc gi trc hay ni dung ang t v n. Ghi nhn, phn loi, thng k & qun l yu cu khch hng nh m to ra s tho i mi, tin l i v hi lng khch hng. Cho php chuyn, ghi m & thu cm cuc gi. m thoi nhiu ngi cng lc. Kch bn thng tin c thit k theo IVR (Interactive Voice Response- Tng tc thoi t ng). cho php thay i d dng v trc quan. Bo co nh k: tun, thng, qu, nm & ty theo nhu cu. D dng nng cp, m r ng (c kh n ng lp trnh li bng ngnn ng Perl, C++). Ho t ng 24/24. Nh c ch Mp3. Pht m thanh Mp3, WAV v GSM. Ch c nng Monitoring, h tr cng tc gim st mc cao nht (inbound, outbound call, email, chat, voicemail, configuration,) Chuyn i qua li gia fax sang mail v ngc li. Cung cp voicemail. Cho php tch hp a phng ti n (web,internet integration). Tch hp m r ng vi cc h th ng VoIP sn c trn th trng theo cc chun giao th c IAX, SIP, H323 nhm gim thiu ti a chi ph gi ni ht v quc t. V nhiu chc nng m rng khc.

IVR (Tng Tc Tho i T ng)

C th ni chc nng Tng Tc Thoi T ng ang ngy cng tr nn cn thit v quan trong i vi mt h th ng tng i ni ring v doanh nghi p ni chung. Trong xu hng doanh nghi p pht trin nhanh nh hi n nay, gii php IVR IPPBX cung cp cho h th ng ch c nng IVR mnh nht cho php doanh nghip c th d dng to nn 1 h th ng IVR ch thng qua giao din WEB. Gii php ny c th gim thi u ti a thi gian cho agents v gip khch hng c th d dng tip cn thng tin doanh nghip mt cch nhanh chng

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

Khch hng c th truy cp hp th thng tin, bng cch chn cc chc nng nhnh khc nhau, v d:

Automatic Call Distribution (ACD) T ng Phn Phi Cuc Gi

Phn nhm in thoi vin: H thng c th t chc cc in thoi vin theo cc nhm khc nhau nh: Nhm h tr k thut, nhm chm sc khch hng, nhm t vn v cc sn phm,.Mi nhm ny c gi l mt nhm ACD. Khi c cuc gi n h thng, cn c vo s b gi (DNIS), ACD s xc nh nhm ch tng ng. Nu nhm hin ti ang c in thoi vin ri phc v, cuc gi s lp tc c chuyn n in thoi vin. Nu hin ti, tt c in thoi vin ca nhm u bn, cuc gi s c xp trong hng i v c phn phi n in thoi vin khi n lt. IPPBX cn c mt tnh nng nng cp cho php mt in thoi vin c th ng thi tham gia vo nhiu nhm khc nhau. Nh m c s lm vic chia ti gia cc nhm, gip cc nh kinh doanh phc v khch hng mc tt nht, ng thi cc in thoi vin cng hot ng hiu qu nht.

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

Nhiu c ch phn phi cuc gi n in thoi vin: H thng t ng phn phi cuc gi ti cc bn in thoi vin ca tng nhm theo tiu ch la chn khc nhau: Tuyn tnh, Quay vng, Phn phi u, Cho ng i ri nht ( thi gian tr li ngn nht, s cuc tr li t nh t, thi gian ngh nhiu nht,), Theo mc u tin, a) Tuyn tnh: Tm kim in thoi vin trong mt nhm ACD ln lt theo th t. Cuc gi c phn phi cho in thoi vin ri tm thy u tin b) Quay vng: ACD s nh du th t cc in thoi vin trong nhm. Cc cuc gi s c phn phi ln lt cho tng in thoi vin trong danh sch theo hnh thc quay vng tun t

c)

Phn phi u : Thut ton m bo sao cho cc in thoi vin trong mt nhm ACD c s cuc gi ACD nhn c l ngang nhau Tuy nhin cng cn lu trnh trng hp: do thi im ng nhp ca tng in thoi vin l khc nhau nn in thoi vin logon mun s phi nhn mi cuc gi sau d) Cho ngi ri nht: Cuc gi c phn phi cho in thoi vin no ri nht ( Cch tnh l ri nht c th theo: Thi gian tr li ngn nht, S cuc tr li t nht, Thi gian ngh nhiu nht, thi gian tnh t ln nhn cuc gi ACD cui cng l ln nht) Theo mc u tin: Cc in thoi vin c th c giu mc u tin. Cc mc u tin c nh gi da trn mt tiu ch no ( ty theo thit lp ca ngi iu hnh h thng) V d: -

e)

in thoi vin gii quyt c nhiu cuc gi nht trong cng mt khong thi gian in thoi vin x l c cuc gi hiu qu nht in thoi vin c khch hng yu thch nht in thoi vin c ging ni truyn cm nht in thoi vin c k nng x l tnh hung gii nht Cuc gi s c phn phi da trn cc mc u tin ny. Cuc gi c phn phi ln lt cho cc in thoi vin c mc u tin cao nht, ri thp dn.

Truy V n Kt Ni T Xa in Tho i Vin Lu ng

Ngy nay s l ng i n tho i vin ngy cng t ng ln theo nhu c u c a h th ng v doanh nghi p. V i gi i php IPPBX, h th ng cho php cc i n tho i vin c k t n i n tng i trung tm c th lm vic bnh thng mc d h ang nh, thm ch ang trn ng di chuyn. V i 1 ng truy n k t n i Internet n nh v 1 i n tho i h tr giao th c SIP, i n tho i vin c th ng nhp vo h th ng v i s extension c a mnh v lm vi c v i khch hng nh cc i n tho i vin khc trung tm, khch hng s khng nhn ra l mnh ang c ph c v bi m t i n tho i vin ang lm vic nh hoc khng c trong vn phng. Li ch ca chc nng m rng ny bao gm: Gim thiu chi ph nhn s cho in thoi vin khi cho php h lm vic ti nh. Tng tnh hiu qu lm vic ca in thoi vin do gim i thi gian di chuyn. Tng thi gian lm vic ca in thoi vin ngay c khi h ang trn ng di chuyn.

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

CRM Integration Tch Hp Vi CRM (Customer Relationship Management)

Tch h p cc ph n m m v n phng khc v i h thng tng i c th lm cho b n nh c u ? Tuy nhin v i IPPBX v SugarCRM, b n s tht s c m th y tho i mi trong vi c qu n l cc thng tin khch hng vi hiu qu cao nht. IVR IPPBX s gim st t t c cc cu c g i d a trn thng tin l u trong CRM. Khi , vi cc thng tin hi n th trn mn hnh my tnh, i n tho i vin c th lm vic hiu qu nht vi khch hng thng qua cc phn thng tin chnh xc trong CRM.

Reporting Lp bo co.
Ch c n ng bo co c a IVR IPPBX s thu thp t t c cc thng tin v bo co nh m gim st hi u qu c a i n tho i vin, cung c p cho doanh nghi p m t c ch phn tch t t nh t v hi u qu c a cc nhm v cc in thoi vin .

Chc nng Conference (H i thoi a chi u)

Khch hng gp giao dch vin, nu mun Conference, giao dch vin nhn phm #8000 (c th c nh ngha li). Nhn vin khc mun vo room ny, nhc my, quay s 8000. Li ch ca chc nng ny nhm tng tnh hiu qu khi lm vic nhm ca agents i vi khch hng, Khi , thi gian m thoi s c gim xung, khch hng c phc v tt hn.

Chc nng gi ra ngoi:

Nhn vin nhc my, nhn s cn gi, h thng gi ra ngoi, nhn vin c th chuyn cuc gi ny sang Conference. Ngoi ra, chc nng ny cng cung cp cc quy tc nh s, quay s, quy nh cuc gi i vi cc agents bng cch cm/cho php quay s hay khng.

Chc nng ghi m:

C th ghi m bt k cuc gi hoc gi ra

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

Dch V DID Direct Inward Dialing:

Dch v ny tht s cn thit i vi cc doanh nghip c nhu cu lin lc quc t cao. H thng s lin kt vi cc ITSP (Internet Telephone Service Provider) cung cp cho doanh nghip cc cuc gi quc t vi cht l ng cao v gi thnh thp. Dch v DID s cung cp cho doanh nghip cc s in thoi i din ti cc n c khc, cuc gi s t ng chuyn tip v tng i trung tm khi c thit lp.

Chc Nng Khc

M rng s my nhnh khng hn ch Trt 32 knh PSTN H tr ln n 8 lung E1 32 VoIP Trunks 256 Enhanced Voicemail IVR khng hn ch 32 phng Conferences M rng nhm khng hn ch Nhc ch Backup h thng Auto Updates Qun tr h th ng d dng Bo co y thng tin. Role Based Administration Services Permissions.

Thit B H Tr
Card Giao Tip PSTN
kt ni gia h thng IPPBX v mng vin thng bn ngoi (PSTN), cn s dng thit b kt hp PSTN giao tip qua cng PCI. Hng Digium cung cp nhiu sn phm card khc nhau bao gm giao tip T1/E1, FXO v FXS. Digium TDM2400P Card TDM2400P c giao tip qua khe cm PCI 2.2- h tr cng FXO v FXS kt ni gia h thng v mng vin thng bn ngoi.

Call Features
Follow Me Group Hunt Call Forwarding Do Not Disturb Caller ID Last Caller Call Park Time Based Dialing Real Time Calls Remote Access Call Recording

Digium TE Series. Th h Card Digium TE Series giao tip qua khe cm PCI 2.2 hay PCI Express- tch hp chc nng Trit Tiu Di Ting (ty chn) h tr kt ni lung T1/E1 ln n 4 cng kt ni h thng tng i v mng vin thng bn ngoi.

Advantage Features
Unlimited DIDs Least Cost Routing nh h ng cuc g i. Auto Provisioning Channels Limitation Multiserver Administration AccountCode

Sangoma E1/T1 Interface Card Card Sangoma A Series l loi card giao tip PCI hay PCI Express- tch hp chc nng Trit Tiu Di Ting (ty chn) h tr kt ni lung T1/E1 ln n 8 cng kt ni h thng tng i v mng vin thng bn ngoi.

Administration
Services Monitoring Sounds Administration System Alarms Administration Sessions

Cng ty TNHH gi i php truy n thng Thin An Tel: 04 36275055 - Fax: 04 36275042 Website: http://www.tongdai.com.vn

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IPPBX BROCHURE

IP Phone
H th ng IPPBX cho php b n l a ch n thi t b in th ai no ph h p nh t v i b n. Tuy nhin, h thng s h tr cc thi t b theo chu n SIP, y Thin An xin gi i thi u 2 trong nhi u san ph m IP Phone m Thin An ang cung c p c cht l ng t t nh t cho IPPBX hi n ang c s d ng trong cc h th ng

Grandstream GXP2000
in thoi Grandstream GXP-2000 l th h tip theo ca dng sn phm in thoi IP da trn chun cng ngh m. Vi cng ngh tin tin, GXP-2000 dn u th trng v tnh nng v cht lng m thanh tuyt vi, chc nng phong ph vi gi c h p l.

Polycom

in thoi ni ting Polycom SoundPoint IP Desktop c thit k vi cng ngh hin i nhm cung cp nhng tnh nng hiu qu trong mi trng chuyn nghip. Cung cp m thanh ni, chc nng cao cp, d dng s dng, cu hnh v nng cp n gin, qu tht Polycom ang tr thnh s la chn hon ho cho cc h thng IPPBX. Tuy nhin, gi thnh sn phm ny cn hi cao so vi chi ph u t.

V Sao Nn Dng Gii Php IPPBX

Ngoi kh nng thay th PABX, h thng IPPBX cn cung cp nhng c im khc bit : Tch hp trn h thng PC Kh nng m rng khng hn ch. Cho php son kch bn (CallFolow Design) vi cng c IVR Cho php bin tp danh b thng tin C th giao tip qua mng (LAN, WAN, INTERNET) vi giao thc TCP/IP Giao din qun l, cu hnh trn Web v chy trn PC khc trong mng Nhn vin ADMIN c th t my khc yu cu nghe xen trn knh thoi ty thch (gim st) v c th ghi m knh thoi bt k thi gian no no My tnh console cho php ADMIN cu hnh IP-PBX t xa, thng qua LAN, WAN, INTERNET. V i giao din web, admin d dng ghi m, thay i kch bn (IVR) Phn chng trnh trn Server ch a cc thng tin v khch hng truy cp vo h thng, bao g m: ngy, gi, thi gian v my con (giao dch vin), cha cc thng tin khch hng yu cu c nhp vo t my tnh ca nhn vin Cung cp chc nng thng k, phn lo i phc v in bo co cho lnh o Database s d ng MySQL, h i u hnh Linux, gim chi ph bn quyn phn mm