OKI Provides its CTstage to Dai-ichi Mutual Life, Providing the Largest IP Contact Center System Among Insurance Companies in Japan
Dai-ichi Mutual Life significantly enhances customer response
Tokyo, Japan, December 6, 2007 -- Oki Electric Industry Co., Ltd. (TSE: 6703) announced that Dai-ichi Mutual Life Insurance Company, one of Japan's largest insurance companies, has selected OKI's CTI (computer telephony integration) server, CTstage® for their contact center system. The system, which has been operating from October 2007, unifies call-receiving operations and management for approximately 600 phones at centers in Tokyo, Osaka Nagoya and at its headquarters.
"We are pleased to establish Japan's largest contact center system in the insurance industry, with our advanced CTstage," said Shigeru Yamamoto, President of Financial Solutions Company at Oki Electric Industry. "As Dai-ichi plans to further expand the number of operators and functions, we will offer total support and respond to their needs in a timely manner. In addition, leveraging this achievement, OKI will provide contact center systems to other insurance companies who plan to upgrade their quality of customer service."
Based on "Policyholder First," a philosophy of Dai-ichi since its foundation, the company has aimed to be chosen by its customers as a "Lifelong Partner." As part of this aim, in 2003 Dai-ichi installed OKI's contact center system to increase the number of phone call it can handle and the number of operators. To achieve higher customer satisfaction, Dai-ichi selected OKI's IP contact center(*1) "CTstage" to upgrade their system infrastructure.
Following are the newly achieved functions of OKI's CTstage:
- One-call completion
In order for customers to complete their business in a single phone call, Dai-ichi enables escalation of the reception screen to specialty divisions at headquarters or to other service centers.
- Contact center function accessible from anywhere
To reduce the waiting time for customers, Dai-ichi established an infrastructure to flexibly expand the number of operator seats.
The new system consolidates server equipment at the data center, instead of being dispersed at each service center, and is designed to seamlessly connect with service centers. The system also reduces the system operation load at the service centers. By using multiple data centers, Dai-ichi can still continue to operate even if a data center is stricken by disasters or if a system failure occurs.
About CTstage
OKI launched the CTstage in 1996 as a CTI (Computer Telephony Integration) system to converge computer and telephony. Ever since its launch, over 5,800 cumulated sets were sold (as of September 2007), being installed and operated in various markets as the No.1 contact center system, in market share, in Japan. In November 2006, OKI launched CTstage 5i, with enhanced durability and expandability. For more information please go to: http://www.oki.com/jp/MMC/CTI/English/index_e.htm
Glossary
- *1 :IP contact center:
In comparison to call centers that take calls and faxes from customers, contact centers accept inquires via electronic media including email, Internet, chat, images, etc., and with the escalation functions, it offers more sophisticated and efficient customer response. IP contact centers enable such functions over an IP network and offers advantages such as reducing total cost ownership, enabling flexible operation through rich communication.
About Oki Electric Industry Co., Ltd.
Founded in 1881, Oki Electric Industry Co., Ltd. is Japan's first telecommunications manufacturer, with its headquarters in Tokyo, Japan. OKI provides top-quality products, technologies and solutions to its customers through its info-telecom system business, semiconductor business and printer business. All three businesses function as a collective force to create exciting new products and technologies that satisfy a spectrum of customer needs in various markets. Visit OKI's global web site at http://www.oki.com/.
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