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AsterCC and Shen Zhen Huo Li Tian Hui Technology Co., Ltd. for the of mobile business applications to expand customer service call center to establish cooperation

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Introduction

As a leading mobile commerce application developer, Shen Zhen Huo Li Tian Hui Technology Co., Ltd. to more than 50 million business travelers to provide one-stop travel search and services, won the majority of business users favorite. As the product is in urgent need of build of customer service center function, Shen Zhen Huo Li Tian Hui Technology Co., Ltd. 2016 at the end of active contact and start cooperation with Sonicwell.

Cooperation

To provide users with fast consulting business is the purpose of the construction of the call center, its business distribution to Shenzhen, Wuhan and Beijing, the scope of application covers flight steward, high-speed rail housekeeper, fast hotel housekeeper. As a business application to provide business consulting business expansion, asterCC system on the customer service center efficient management and office has important significance, the formation of customer service center for customers to use mobile commerce applications to facilitate the same time, greatly promoted the service industry information And profitability.

As one of the most influential mobile Internet company in China, Shen Zhen Huo Li Tian Hui is committed to product design and service of mobile phone software development, business services, mobile community, LBS, mobile e-commerce field, deep plowing 10 years of Internet and mobile communication Server-side carrier-class product development, as a professional mobile application development and operations, Shen Zhen Huo Li Tian Hui of the Department of Science and Technology Co., Ltd. technical team and asterCC contact test system, call center based on asterCC system based on the basic call customer service function. Configuring the Active / Standby asterCC server improves the high availability of the system’s operating environment. Seat use asterCC comes with the CRM system, call configuration full recording function, work order module function to improve the efficiency of the internal work exchange agent. A work order is used for incoming customer service to create a business request submitted by a customer or an internal employee. A work order is like a tracker, can be very clear to track, deal with and archive internal and external issues of business requests. With standardized management, a clear service support process, cross-agent, cross-agent group collaboration to enhance the quality of customer support services to customers, the efficiency of the office, and then enhance the professional image of the enterprise. Report statistics and IVR agent scoring system with the use of help agents quickly grasp the seat of the working state. The schedule reminder helps the agent to build an orderly and efficient work environment. The ease of use of the system allows the administrator to manage the user management and business management directly to the subordinate business team, the liberation of manpower to make the administrator can focus more on the system maintenance and improve work efficiency.

Future

Since the establishment of a cooperative relationship and put into use, asterCC call system performance has won the management and service personnel affirmed. The operations team has cooperated with asterCC technical staff on the system-specific customization function, so that the statistical report function is fully qualified for a variety of consulting business needs, through the joint efforts of both sides to establish a long-term stable cooperative relations.

AsterCC and the Pang Da Qi Mao Group Co., Ltd. cooperation build the 4S shop cloud call center system in china

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Introduction

Customer advice, complaints, inbound are one of the important businesses that many companies after sales. Pang Da Qi Mao Group Co., Ltd is a company like this in china. And the domestic leading converged communications products and program providers Sonicwell cooperation, based on the cloud platform set up 4S shop cloud call center system, support the 4S shop customer advice complaints and call investigation call business system.

Cooperation

Customer consultation complaints and outreach Research are important business components of the Pang Da Qi Mao Group Co., Ltd. Customers in the purchase of automotive products at the same time, often need better after sales service. With the rapid development of communication technology, telephone consultation has become an important carrier to strengthen communication with customers. Proper and efficient communication with customers to accept customers ‘opinions on products and services is a key to win customers’ high satisfaction and profitability. The AsterCC call center system make complex consulting and statistical business has become simple, simple telephone consulting business has become more abundant, for customers to buy products and after sales service to provide a convenient.

“Efficient: here refers to every people at work, to do every job to the best, to make high efficiency, high income. “This corporate culture for the Pang Da Qi Mao Group Co., Ltd. won a large number of customers, by seeking cooperation with asterCC through long practice, call center system This idea.

Based on the concept of high efficiency, the Pang Da Qi Mao Group Co., Ltd. made the following requirements: Based on the China Xiang Yun cloud platform equipped with asterCC system set up a cloud call center, customer service using Yealink SIP phone, to achieve 24 hours a day to provide a perfect platform for customer service , Call customer service function and questionnaire function. Simple interface easy to operate, to provide simple and convenient of statistical features. So this system is able to make customer service staff clear tasks, easy to use, improve efficiency.

Prospect

Long term cooperation and use, making a Pang Da Qi Mao Group Co., Ltd. asterCC call center products to win trust, but also based on the latter in the industry has made achievements and influence, Making asterCC call center solution a wider range of applications. AsterCC call center can‘t be limited by geographical and business development, Pang Da Qi Mao Group Co., Ltd. is attracted by asterCC CRM, the agent mode work page with the questionnaire is simple and efficient. At the same time asterCC call center products powerful report statistical function is to win the praise, to facilitate business management to keep abreast of customer service conditions, and for the strategic planning of enterprises play a necessary support.

asterCC commercial callcenter system released 2.6-rc1

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After 6 month, astercc multi-tenant call center system released version 2.6, besides bug fixing, it also provides the following new features:

  • trunk clone
  • queue policy: rrordered
  • conference mute
  • columo “Start At” in real time monitor page
  • predictive dialer support multi numbers for one customer
  • related feiled in work order
  • “link” field can be used to integrate with 3rd url such as google map, check How to use customized link to integrate with 3rd party system

for full change log, you can check http://wiki.astercc.com/doku.php?id=en:change_log:astercc-2.6-rc1_changelog

astercc provides 60 days 5 agents free trial, you can download from here.

asterCC multi-tenant call center system released 2.4-rc2

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====== New Features ======
==== Advanced ====

* The QC Rate is not limited from 1 to 5 any more.
==== Statistics ====

* Add the “Yesterday” quick button on the Agent Details page.

* Add the function which shell exporting for IVR Details.

* Add the Regional Report page under statistics modules.
==== Campaign ====

* To avoid misunderstanding,the “OK” button changes to “Save Auto Assign Plan” button on the assigning page under Campaigns module.

* The default distribution style of customers assgining is “by all noassign”.
==== Message ====

* The SMS server can be set up by Team.
==== Dialer ====

* Add function which hugup the ringing agents when there’s no idle agent in queue.There is the function switch under [Campaign]->[Campaign Management]->[Predictive Dialer]->[Hangup Ring When No Idle].
==== System ====

* Under the device model,the retrieval time of call-parking modified from 12 seconds to 300 seconds.
==== Customer Service ====

* Add the Agent Group field on [Customer Service]->[Missed Calls] page.
==== Agent Interface ====

* The system will stop the manually dialing if there are erroneous dialing. Add a Continue Dialing button when submit duplicate applications for dial-out.It could remove the data has been dialed before,and insert a new dialing request.

* Add the Select All checkbox function,under [Message]->[Notices]->[Add] directory,you can select all recipients.

* The format of Contact’s Hiding. Now it will be hidden 5th-8th digits from right, if it less than 5, hide all the numbers.

====== Bug Fix ======
==== User ====

* Repaired the bug which failure of recording generation when the Rec Condition is “All” and use the device model.
* Repaired the bug that can’t saved the Role twice after you don’t select the required content first on [User]->[Roles]->[Add] page.
==== PBX ====

* Repaired the limit of Device Detail length on [PBX]->[Devices] page.
* Repaired the bug that can’t edit again after saved when CIDNum has several NULL on [PBX]->[Trunks] page.
* Repaired the fields are vary with export format(.csv or .xls) on the [CDRs] page.
==== Advanced ====

* Repaired the bug that “End” can’t be modified when we add the WorkTime on [Advanced]->[Worktimes] page

==== Statistics ====

* Repaired the bug if you download the image or PDF, it will popup “select agent group” although you have selected the agents and “All Group Accumulation” on the [Agent Graph] page.
==== Campaign ====

* Repaired the bug that will delete other all datas of campaign used Main table, when you delete the datas after searching by “Updated” field on [Campaign]->[Customers] page.
==== Call Center ====

* Repaired the exporting bug that it can’t download the file when there are several blanks in exporting file name.
==== Log ====

* Repaired the fields lack in export file on [Call Events].
==== Dialer ====

* Repaired the default privilige bug of Role type is “Account”, the dialer’s page selected default, it should be controled by Roles.
* Repaired the bug that it can’t recycle the data immediately via setting “Schedule” time to 0000-00-00 00:00 on [Dialer]->[Dialer]->[Recycle] page.
==== Customer Service ====

* Repaired the bug when you export the datas by .csv format on [Customer Service]->[CDR].

==== E-Commerce ====

* Repaired the bug that the Storage Management module can’t be deleted along with uninstallation of E-Commerce module.

==== Agent Interface ====

* If the Name of customer contact information is NULL. The label name will quote the first field in [Campaign]->[Campaigns]->[Basic]->[Agent Fields]. Repaired the bug that not hide the phone number although set the “Hiding contact info.” to “Yes” when set phone1 to the first field in [Agent Fields].
* Repaired the bug that accounts can’t be listed after selected account group by administrator on [Message]->[Notices]->[Add] page of agent work interface.
* On [Dialer]->[Dialer Noanswer Cause] page,repaired the bug that can’t find the campaigns under current team when “Purview” is “Team” on [User]->[Roles]->[Privileges Setting]->[Dialer]->[Dialer Noanswer Cause].

* Repaired the display bug that when using the IE(version 8 9 10) browser,it always displayed “NAN” on status label.
* Modify the automatic dialing countdown always start from 60 seconds after every pause.
==== Background Program ====

* Repaired the memory overflow problem of http push module.
* Fixed the bug that timing file task can’t be synthesised in time.
* Repaired the bug that missing of Customer Service when we initial the demo of asterCC system.

asterCC multi-tenant call center system released 2.4-rc1

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We are proud to announce that we released new asterCC, in this version we added one cool feature, you could get a report about why your calls are now answered, like busy, invalid number, defaulting subscriber etc, based on early media, we could generate a no answer report for each campaign: 54c4865829abdfd728e39077144bb46c.media.750x429 for full change log, please check here You can download the system to have 60 days 5 agents trial with all features.

asterCC call center 2.3-rc2 released

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New features:

  • Add “Auto Stop ACW(s)” function.
  • Change the fixed size of selection area.
  • Add the function of deleting the past CDR by the script.
  • On the page of [Statistics]→[Agent Details],add columns(workmode_dialin,workmode_dialout,workmode_all) to display and export.
  • On the page of [System]→[Recording Plans],Whether delete the source file of recording when we delete the Recording Plans.
  • On agent desk page,add a radio button that control all status in different agent groups.
  • On the agent desk,we add “current status and duration” under the “Status” button.
  • On the agent desk,when you click the “Obtain Customer” button,the first date of customer will appearing automatically.auto_exit_acw.media.700x480 switch.media.700x306

To download, please go to http://astercc.org/downloads

asterCC call center 2.3-rc1 released

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New Features

  • Support ASR engine for Chinese
  • Support to use ASR engine to recognize phone call status (power off, busy, invalid etc)
  • When save a customer in campaign, system could post all information to a specific url
  • New information when export customer data
    • last call start time
    • last call end time
    • last call duration
  • In agent detail statistic page, support export job
  • Command line to re-generate and reload all configration
  • A new API for call conference, and it allows for DTMF pass through

Bug Fix

  • When enable hide contact, in some other module, agent can still see customer phone number
  • Fixed duplicated menu in import page when using different role

It provides 5 agents 60 days free trial, please download from http://astercc.org/downloads

asterCC released 2.2-rc4

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We fixed some bug in this version

New Features

  • New API to call two numbers which are not system device

BUG Fix

  • Updated dahdi drive
  • Fixed the bug that agent ring timeout is alway 15 seconds
  • Fixed the bug that call get hangup if agent press # during the call
  • Fixed the bug that MOH in ringgroup is not changeable
  • Fixed the bug that predictive dialer is not respect the redial option
  • Fixed the bug that it didn’t create related table when create a main table campaign
  • Fixed the bug that it didn’t respect user scope in CDR page
  • Fixed the bug that it didn’t respect the device option in IVR
  • Fixed the bug showed all conferences of all teams in conference page
  • Hide password in SMS config page

asterCC Call Center released 2.2

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asterCC commercial call center system released version 2.2, the most improvement in this version is that it integrated google ASR, with previous TTS integration, now your asterCC IVR could read and listen now!

you can download and have a free trial from HERE

====== New Features ======

  • In IVR, all actions now have a failure destination
  • Support ASR in IVR
  • Support IVR for import/export
  • Display queue status in agent portal
  • In report, we could get agent report for all group he belongs to, including call number, call duration, average call duration, login duration, busy duration, etc
  • For call hint window, add option: hidden, fixed, delay-close
  • Add realtime call status diagram, including IVR, talking, ringing, waiting
  • New WYSWYG editor
  • Added extension number in extension list
  • In template, use “display name” instead of database column name
  • In campaign, it supports auto reset customer status if agent hasn’t contacted the customer for days so other agents could obtain
  • Added report in CDR page, including inbound calls, inbound duration, outbound calls, outbound duration, inbound cost, outbound cost, team cost, system cost, user cost
  • Added device status in conference, green means device is online
  • In predictive dialer, it could auto redial based on config, say you can configure re-dial in 1hr, 3hrs, 12hrs
  • Some report start to run background, to avoid timeout when it has to run lots of data

====== Bug Fix ======

  • Fixed the bug when hiden contact, phone number displayed in contact history
  • Fixed the bug when listen recordings in QC page, customer information is null for main customer table
  • Only when user scope is system, team admin and user is system admin or team admin, it will display black list and DID in import page
  • Fixed the bug when agent try to send non-mime email
  • Fixed WeiXin menu management page css bug
  • Fixed the bug that in import/export job management page, it always goes back to first page
  • Fixed the bug when query in conference page, different team might see others’ records
  • Fixed the bug when delete a customer in campaign customer management page