OKI Begins Providing EXaaS™ Call Center Service Designed to Dramatically Reduce Call Center Startup Costs and to Level Call Center Total Cost
OKI meets the specific needs of individual customers; also provides call center staffing solutions
TOKYO, November 29, 2011 -- OKI today launched its EXaaS Call Center Service, a new item on its EXaaS™ cloud computing service menu for the Japanese market. The EXaaS Call Center Service is a cloud-based service designed for corporate customers seeking to open and operate call centers without purchasing, operating, and maintaining their own facilities. In addition to providing standard call center functions, the EXaaS Call Center Service meets the specific needs of individual customers, including optional general call center staffing needs.
The EXaaS Call Center Service can dramatically reduce the cost of launching a call center system, while monthly service fees distribute the total cost of operating a call center over time. To develop and commercialize the EXaaS Call Center Service, OKI built on the foundations of the CTstage® 5i-based (which currently holds the highest market share in Japan) CTstage SaaS (announced in September 2010) call center system, to which it added service functions that enable flexible response to the needs of individual customers.
"Cloud-based call center services announced by many other companies tend to offer uniform, standardized menus unable to fulfill the specific needs of individual customers," says Sei Yano, Senior Vice President, responsible for Solutions and Services at OKI. "OKI has extensive experience in establishing call centers, most of which encompass functionality well beyond standard call center functions, at the same time, responding to the customization needs of individual customers. Drawing on this expertise, OKI has designed the EXaaS Call Center Service to provide not just uniform, standardized services, but services that allow linkage with CRM, FAQ and customized applications, not available from conventional cloud-type call center services, in turn, enabling tailored response to the specific needs of the widest possible range of customers."
OKI has consolidated calls centers scattered across the OKI Group and set up "OKI Integrated Call Center" which will expand to hold approximately 500 seats in the future.
Moving forward, OKI Customer Adtech, responsible for maintenance and services within the OKI Group in Japan, will provide the outsourcing services to customers who do not have 24/7 reception capability. The service receives incoming calls and recovers failures through "OKI Integrated Call Center".
Features of the EXaaS Call Center Service
- Off-balancing of facility
Service fees are charged monthly per receptionist seat, minimizing startup costs.
- Eliminates the need for systems operations and management tasks
OKI handles cumbersome routine systems operation, maintenance, and management tasks for customers, including changing telephone numbers, applying security batch updates, performing system backups, and systems monitoring.
Outsourcing complex systems operations and management tasks to OKI's specialized staff allows user companies to focus on their core business. - Optimizes costs; provides flexibility, enabling customers to scale service capacity painlessly
Customers can contract for the service capacity needed (number of receptionist seats) for the desired duration, allowing flexible revisions of service capacity based on call center operating status. (Monthly contract system)
- The cloud-based service responds to specific individual requirements
The service offers the capacity to respond flexibly to the specific needs of individual customers. This includes creating original IVR,(*1) links to the business applications that represent major customer assets, as well as customized operator handling screens.
- OKI also offers outsourced staffing
OKI meets the needs of companies wishing to outsource call center operations.
OKI Customer Adtech responds to customer inquiries involving failures in multi-vendor environments, making full use of all of the help desk operating know-how accumulated in handling maintenance requests over the years from users of OKI products. The company also accepts requests from customers for repairs of systems incorporating products from multiple manufacturers, contacting on behalf of its customers the maintenance service offices for each manufacturer. This ensures rapid system recovery in the event of system failures.
Glossary
- *1 :IVR stands for Interactive Voice Response, an automated voice response function.
About OKI Electric Industry (OKI)
Founded in 1881, OKI Electric Industry is Japan's first telecommunications manufacturer Headquartered in Tokyo, Japan, OKI provides top-quality products, technologies, and solutions to customers through its info-telecom system and printer operations. Its various businesses function synergistically to provide exciting new products and technologies that meet a wide range of customer needs in various markets. Visit OKI's global web site at http://www.oki.com/.
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