Introduction to KH-CC

KH-CC adopts the latest computer application technology, combined with telecommunication system, to satisfy various requirements of different customers to create more custom value. Establishment and construction of custom service center raise the modern concept of customer service and awareness of customer service, standardize business management, unify brand image and lower operational cost. Thus, establishment of customer service cannot only improve customer service but also enhance image of enterprise and competing capability. It is bound to become new growing point and profit center of telecommunication enterprises.

According to the spirit set up by (former) Ministry of Posts and Directorate-General of China Post and Telecommunication (China Telecom) on ensuring high quality of services, accelerating special services/ new service construction and spirit set up by China Telecom on accelerating KH-CC construction, our company takes use of HK Telecom 1000 business operating method and carries out organic integration and concentration for separate special service/ new service platforms, contributing its own share in telecommunication service field.

Functions completed by KN KH-CC:

• Day-long service: provide 24 hours constant service, seven days a week; provide all kinds of contact ways including voice (wired or wireless), IP telephone, email (with conversion between voice and text), fax, IP access, text chat, video information and so on for customers to contact with business service representatives
• Smart position Intelligent agent: Capable of getting various information about customers, different business representatives are arranged for different users to make sure representatives is well prepared for work; gradually transformed to customer centered service system.
• Profit center: Customer center is not “disbursement center”. It not only as has good social efficacy but also good economic efficacy.
• Connection between internal and external system: Client service center can establish relationship between external system and customers and also between internal system and the whole enterprise to unify the management, service, designation, production and maintenance of the whole enterprise. It stores all the information and data from customers into a huge data warehouse for enterprise leaders to do analysis and decision-making.
• Emphasis on both technology and management: Custom service center adopts modern technology and highly efficient management system so that customers are provided with the best services and they can get to know the operational situation of client service center and working status of business representatives at any time.

Implementation of KH-CC system

Hardware architecture：

As the following figure, Kingdomnet KH-CC are mainly composed of telephone access device-ACD queuing machine, IVR audio interactive response device, CTI server, database server, application server, interface device to other system (including data gateway and so on), controller of system maintenance terminal and other devices and also components of subsystems.

Implementation of WECC（Web Enabled Call Center）

Internet Call Center integrates multi-media call center of Internet application. Compared with traditional call centers, Internet call center is mainly Internet based access call response center. It provides customers with an accessible Web server. When customers visit the website, an Applet application will be downloaded automatically to launch a customer controller window, which enables customers to interact with call center to enjoy services. Alternatively, customers can download an Applet application from the server to launch customers controller window and thus services can be provided for the customer via service procedures of the window.

With the development of IP network and relevant technology, call center/customer center has transformed from traditional voice/fax based service structure to comprehensive IP based call center/customer center system structure. The structure does not affect existing system platforms and takes use of overlapping system method to introduce business service layer to access layer and to infuse handling of IP service into business service layer so that current system can be upgraded easily.

Technical characteristics of KH-CC

Internet based client service center:

1. E_mail
2. Chat
3. Call Back
4. Voice Over Internet Phone
5. Web Collaboration

CRM based Client Service Center

New Technology Application Center

VAS KN KH-CC

Phone Advertising

Phone advertising allows users to listen to a piece of advertising record for a business for free and then get free call service for some time. For example, a user who listens to a one-minute long advertisement can make free call for three minutes. To attract users to listen to advertisements, business enjoys a new way to better promote their products to customers and meanwhile revenue of telecommunication service is increased. TV advertisement as an emerging advertisement has characteristics, such 100% reach rate, long broadcasting time, superior network performance and so on. These are new ways to increase operating efficiency of network and to excavate new economic growing points and profit modes.

Phone betting system

Phone betting system is a very good value-added service system. It has the following advantages: users need not to go outdoors and as long as they have phones, they can make bids and do queries, which is very convenient.

Reliability and safety: All betting materials on phone betting are encrypted and protected; Fourth, fifth, sixth seventh and other prizes can be automatically assigned to bidding cards of users.

24-hour service: On normal days, bet can be made 24 hours a day; on the day when winning lotteries are revealed, deadline for bid is 19:00 and starting time for next bid is 21:00

Stimulate phone users to make local consumptions

Benefit reduction of construction of betting sites