Oki Electric Announces CTstage® Web Contact
CTstage system with chat, VoIP and web synchronization capabilities for multichannel call centers
November 9, 2000, Tokyo, Japan -- Oki Electric Industry Co., Ltd today
announced CTstage® Web Contact (hereafter Web
Contact), a "multichannel call center" system that integrates existing telephone
call centers and web functions to provide multiple channels of simultaneous communication
between a customer and an operator/salesperson.
Shipments will begin at the end of January 2001.
Web Contact, the latest application in Oki's CTstage series of UnPBX-type
computer-telephony integration (CTI) systems, integrates the functions of websites
and conventional call centers into multichannel call centers that can simultaneously
handle e-mail, chat, i-mode, Wireless Application Protocol (WAP) and other forms
of communication.
According to Sadayuki Hikita, general manager of the Multimedia Messaging
Systems Division, "Oki's strength lies in the convergence of telephony and computer
fields. Building on our CTstage series, which dominates the Japanese market for
UnPBX-type telephone-based call centers, we have responded to the need for call
centers connected to the Internet by developing Web Contact, which targets both
existing telephony-based call centers and Internet-based multichannel call centers."
Web Contact uses chat, Voice over IP (VoIP) and web synchronization technologies
to enable both voice communication and videoconferencing over the Internet. The
result is that customers no longer need to log off of the Internet to telephone
a call center. While viewing an Internet shopping site, the customer can remain
online and simultaneously contact the site's call center to communicate via voice
and video to obtain more information or place an order. The technologies that
make such conveniences possible are:
- WebChat: Enables users connected to the Internet to chat via keyboard input
and pull-down menus.
- VoIP: Realizes voice communication via the Internet, as well as videoconferencing
using a charge-coupled device (CCD) camera
- WebSync: Combined with WebChat or VoIP, provides synchronization for complex
communications involving voice, data and video:
- PageSync - Web salesperson/operator makes a particular page appear in the
customer's browser.
- PointSync -Web salesperson/operator moves a pointer on the customer's screen.
- FormSync - Web salesperson/operator fills out form on customer's behalf while
communicating via WebChat/VoIP.
A key feature of the Web Contact system is that it enables existing call centers
to fully integrate the management of their conventional telephony communications
with web-based call center functions. "Conventional call centers can use it to
greatly enhance their operations and customer service," said Mr. Hikita.
Founded more than a century ago in 1881, Oki Electric Industry Co., Ltd. is
Japan's first telecommunications manufacturer headquartered in Tokyo, Japan. With
more than 25,000 employees worldwide, Oki Electric provides customers with top-notch
products and technologies for telecommunication systems, information systems and
electronic devices through its corporate slogan "Oki, Network Solutions for a
Global Society." All Oki manufacturing facilities are ISO9001 and ISO14001 certified.
Notes:
- CTstage is a registered as a trademark of Oki Electric Industry Co., Ltd in
Japan.
- Microsoft, Windows, and Windows NT are trademarks or registered trademarks
of Microsoft Corporation (U.S.A.) in the United States and other countries.
- Other company names and product names are generally trademarks or registered
trademarks of their respective companies.
Press Contact:
Public Relations Division
Phone: +81-3-3580-8950 |
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