Oki Electric Enhances Functions for its Call Center System, CTstage® 4i for .NET (Chinese Version)
- Adds unified messaging, outbound, and distributed call center functions -
Tokyo, Japan, June 3, 2004 -- Oki Electric Industry Co., Ltd. (TSE: 6703) today announced that it has enhanced the functions for its call center system, CTstage® 4i for .NET (Chinese version), starting sales from July 2004 to the Chinese market. Oki adds three new functions, which include unified messaging functions to integrate voice mail and fax mail, outbound functions to improve business efficiency in telemarketing and survey research, and distributed call center functions that enables connectivity to call center servers in various locations.
"Ever since we introduced CTstage in Japan, we have been a strong leader, holding the top share in the CTI market. As call centers in China rapidly increased, we introduced the UnPBX(*1)-type CTstage for the Chinese market in April 2003 that suits call centers with less than 50 seats," said Masashi Tsuboi, President of the Multimedia Messaging Company at Oki Electric. "Now we are adding three new functions to this product to respond to needs from our users, including Chinese companies, as well as Japanese companies making inroads to the Chinese market."
After China's entry to WTO, competition among companies have been rising as overseas companies actively invest in China. Such companies make effort to differentiate themselves from others not only through its products and technology but also through its customer support. Many companies have been installing CTI systems for its call center function to respond to needs such as, coordinating with other offices in China, achieving sales efficiency, and improving customer satisfaction through promotion activities.
Reflecting to such needs, Oki added three new functions to its CTstage 4i for .NET: unified messaging functions, outbound functions and distributed call center functions. The unified messaging functions integrate email, voicemail, and fax mail using CTstage server. Linking with call center functions enable users to offer various services utilizing fax and voice mail. By adding outbound functions that automatically make outgoing calls, to its original inbound functions that receives incoming calls from customers, users can conduct telemarketing, telesales, survey research and payment reminders. Furthermore, the distributed call center function connects multiple servers in different locations throughout China and allows operation as a virtual call center.
Oki will continue to take in various market needs and assist customer support structure in companies such as Chinese companies as well as Japanese companies entering the Chinese market. Oki Software Technology Co., Ltd., Oki's local subsidiary in China, will be in charge of sales.
Newly Enhanced Functions
- Unified messaging functions
Integrates messages including email, voicemail and fax mail on CTstage server. By utilizing unified messaging functions, an office communication system that controls phones and faxes can be constructed. In addition, connecting CTstage unified messaging functions with the call center enables users to offer various services and improve business efficiency, such as calling back an inquiry received after hours in the voice mail, sending fax from the operator's screen and establish information service based on voice and fax.
- Outbound functions
Inbound functions receive incoming calls while outbound function make outgoing calls such as predictive dialing. Conventionally, inbound and outbound functions are based on two different systems. However, CTstage enables outbound activities, which allow both the outbound and inbound functions to run on a single system.
- Distributed call center functions
Call centers are usually located in two or more different locations and each call center is operated independently. By connecting multiple call centers, forwarding calls to a different call center when a certain call center is busy can be done, and the multiple call centers can operate as one virtual call center.
About CTstage 4i for .NET
CTstage 4i for .NET is a highly cost-effective CTI system that runs on a Windows-based PC server. A single server provides all of the necessary functions, including extension line management, automatic call distribution (ACD) to distribute incoming calls to operators evenly, ACD monitoring, interactive voice response (IVR) for 24-hour call answering, and intelligent routing to direct calls to the appropriate operators based on customer and type of inquiry, functions which under conventional call center systems require external hardware or PBX. CTstage 4i easily links with existing business applications and various CRM packages over the Web. The system allows customers to establish a full-scale call center system in a short time at low cost. Detailed information can be found at http://www.ctstage.com/CTI/English/index_e.htm.
About OKI Software Technology Co., Ltd.
| Company name: | OKI Software Technology Co., Ltd. |
| Location: | Software Park, Changzhou, Jiangsu, China |
| Chairman: | Yutaka Asai |
| President: | Ma Weidong |
| Number of employees: | 102 (as of May 31, 2004) |
| Establishment: | December 28, 2001 |
| Capital: | 100 million yen |
| Investor: | Oki Electric Industry Co., Ltd. 100% |
| Business: | Development, design, and marketing of telecommunications and information systems software, and marketing of telecommunications system equipment |
| URL: | http://www.okijs.com |
[Glossary]
- *1 UnPBX
- A system that can create a call center and unified message function on a computer without using a PBX by mounting boards for outside line and extension line.
About Oki Electric Industry Co., Ltd.
Founded more than a century ago in 1881, Oki Electric Industry Co., Ltd. is Japan's first telecommunications manufacturer, with its headquarter in Tokyo, Japan. With the corporate vision, "Oki, Network Solutions for a Global Society," Oki Electric provides top-quality products, technologies and solutions to its customers through its telecommunications systems, information systems and electronic devices segments. All three segments are integrated into one effective organization that functions as a collective force to create exciting new products and technologies, including information and telecom converged solutions. Through its business activities, Oki Electric satisfies a spectrum of customer needs in various markets.
Notes:
- CTstage is a registered trademark of Oki Electric Industry Co., Ltd. in Japan and China.
- Names of companies and products are trademarks or registered trademarks of the respective companies.
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