SUZUKI Selects OKI's CTstage® for its IP Contact Center System
SUZUKI to enhance customer response capability through total management of inquires via phone, website or fax
Tokyo, Japan, March 12, 2007 -- Oki Electric Industry Co., Ltd. (TSE: 6703) today announced that SUZUKI MOTOR CORP. has selected OKI's CTstage® for its contact center system. TechMatrix Corp. built the system, which is linked with their FastHelp CRM package, and can respond to customer inquires regardless of the channel, such as phone, fax or Internet. The system starts operation today, with a plan to expand steadily.
"We are pleased to deliver our CTstage to SUZUKI MOTOR. Because the product offers multi-channel management, operators at SUZUKI can now answer questions by referring to inquiry histories on their PC, regardless of the customer's channel of inquiry, thus improving business efficiency," said Katsuyoshi Koide, President of Multimedia Messaging Company at Oki Electric Industry. "OKI will continue to provide its CTstage contact center system to companies working to improve their customer response."
In the past when SUZUKI's customers had inquiries regarding buying cars, they would call SUZUKI's contact center, which was an old PBX-based system. As the company increased its revenue, the number of inquires also increased, necessitating and increase in the number of operators. SUZUKI also saw the need to improve efficiency in data management. In the past they had managed inquires via fax and phone separately, but it took time to match the same customers using different channels. And the problem was aggravated when SUZUKI started to take inquires on their website.
Taking this opportunity, SUZUKI decided to rebuild its contact center system. When building the system, SUZUKI put its emphasis on total management for inquiries, regardless of how the inquiry comes in, whether by phone, fax or Internet. SUZUKI also sought the ability to increase operator seats easily and to use the latest IP-based technology for the contact center system. To satisfy its requirements, SUZUKI selected OKI's CTstage due to its strong track record in IP contact centers and its ability to respond to multi-channel inquires.
Because the newly established system is an IP-based system, SUZUKI can easily increase the number of operator seats even if they span different branch offices. With the multi-channel management, the system will also improve business efficiency and achieve customer response that is consistent and personalized. SUZUKI uses softhphones for their terminals, achieving a state-of-the-art office environment without the use of fixed phones.
About CTstage
OKI launched the CTstage in 1996 as a CTI (Computer Telephony Integration) system to converge computer and telephony. The previous model, CTstage 4i provides a contact center solution with softswitch and UnPBX architectures. Ever since its launch in 1996, over 5,200 cumulated sets were sold (as of September 2006), being installed and operated in various markets. For more information please go to: http://www.oki.com/jp/MMC/CTI/English/index_e.htm
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/.
- CTstage is a registered trademark of Oki Electric Industry Co., Ltd. in Japan and China.
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