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commercial

The successful application about asterCC in questionnaire system of call center

By | Latest News | No Comments

“Use astercc systems enable us to bid farewell to original one hand phone one hand record of all the traditional mode, and fundamentally improved customer service, just click on a “start” button and it is automatically set number, then screen out the customer information and contact information, and the main content of the conversation will be kept in the system, to pay a visit after return.Customer are satisfied with the system, efficiency upgrading and the work becoming more and more relaxed”

——from the evaluation of one client

 

Project Background

D-NOTICE ENTERPRISE MANAGEMENT CONSULTANT CO,LTD in shijiazhuang was established by 2009, one company that work for all enterprise and public institution and provide business processes outsourcing (BPO) and institutions overall outsourcing service of professional service management vendors. The company mainly develop IT project research and development, call center outsourcing, customer service management and process management and process of recycling outsourcing service products. In technical research mainly aim at the various of needs in call center and analysis and design to satisfy all kinds of needs in call center. In leading the technology, high quality services to develop into two major call center at the base, a product development center of corporate framework. The service incorporate management system and advanced technique to develop its strengths with Baidu China, zhejiang Dnnice group, China telecom, China Unicom, Hisense group, etc. for the establishment of the long-term stability of the partnership. astercc to make D-NOTICE become more strong. Make up for the shortages of previous system, maximize their enterprises and achieved a perfect combination technology. In the near future,D-NOTICE must be move towards to globalization、 collectivization enterprise, to develop into a comprehensive and diversified outsourced service provider.

click to view the live operation and interview about astercc

click to view astercc questionnaire system of call center

 

About asterCC

Modern call center, it is far more than handle incoming call and outgoing call, call center it is a technique. lie in making the calls more digitization, management and storage, search, etc. astercc collect all the advantages of comprehensive, full operation,achieve the least workload the highest efficiency.

Functional modules:

1、astercc can help you record every customer every time to speak, when a customer calling on the screen will turn up the customer information and communication history records.

2、astercc can design an interactive voice menu to provide one-stop information service.

3、astercc also offers professional questionnaire system and autodialer,open up a door in calls for you.

4、astercc automatically generates various of data reports, use of the report roll , you can soon analysis the pieces of information from thousands of conversation.

In addition, astercc also offers some utility tools, for example, setting and warning tasks, using the phone,message and email to promote and publicize, you may through the google map find the way or path, etc.

System management interface

tutorial: use astercc,freepbx and asterisk to build a broadcasting system with IVR and Queue agents

By | asterCRM | No Comments

the most feature in astercc is the predictive dialer, using the dialer you could improve the work efficiency. In this tutorial, I will introduce how to setup a dialer with a pre-configed IVR:  when dialer start work, customers will hear a IVR which you configed in Freepbx, so we could also config in the IVR to accept customer input, and we can forward to an new IVR or agents in a queue.

1. config a Queue in freepbx

usually you want to config a queue to resonpse customer if they want to reach some live agent, so we config a queue first

2. config an IVR in freepbx

2.1 first we will add some voice in the IVR, you’d like to use a recording software, just notice that in asterisk, it requires to use wav format and 16bit, 8000HZ mono

2.2 add a recording

you can either upload the recording you finished in your pc, or use a ext. in system to record a new one

2.3 add IVR

now queue and recording is ready, we could add the IVR

in announcement, we select the recording we just done, and also we added two options to accept customer input, when customer hits 1, he will go queue 900, and when hits 2, he will go to ext. 5001.

4. add misc

then we need add a misc so the dialer could reach the IVR

remember this feature code 800, we will use it when configing campaign in astercc, you could use some other code as you like, just make sure it’s unique in your freepbx

now we finished the job in freepbx, you’d like to dial 800 from any extension, it supposes to bring you to the IVR.

5. config the campaign in astercc

login as admin, and go to campaign, add a campaign as following

make sure in “Inexten” you put the same code as in “misc application”, and in “Queue number” put the same queue number as your freepbx queue

6. add agent user in astercrm

you’d like to add some account for your agents if you want them get a popup form when they start answer customer calls, go to “Extension” to add astercrm account for your agents, make sure the account “extension” match the ext. in your freepbx

7. start dialer and test agent

before start dialer, you’d like to check your astercc.conf

make sure this parameter is configed as

doublecheckcampaign = yes

then restart astercc daemons

/opt/asterisk/scripts/astercc/asterccd restart

ask your agent login and as admin go to dialer page, start the dialer

as an agent, he will get a popup when customer answered the call and hit 1 for queue

8. check report

you could go to dialedlist to check the campaign status

* to get a working freepbx and asterisk easily, you could choose  astercc box, elastix, pbxinaflash or trixbox

dialer, queue and popup for asterisk callcenter(freepbx,trixbox,elastix,pbxinflash) with asterCRM

By | asterCRM | 16 Comments

The latest asterCRM has a great improvement in dialer, and with asterCRM, it’s quite easy to build a call center. Here’s a how-to for a outbound call center with Freepbx and astercrm. Following by this how-to, you can creat such a solution:

asterCRM dialer will call the numbers in your diallist, and when the call is connected, it would be redirect to a queue, where your agent will answer the call and talk the customers,  they can do survey , sales or whatever you want.

* freepbx is a web gui for asterisk which is widely used in asterisk applications, like trixbox, elastix, pbx in flash …

  • install freepbx

For freepbx installation, you can read the installation document from freepbx website http://www.freepbx.org. If you are using trixbox, elastix or pbx in flash, then u can skip this, it have freepbx build in already.

  • install asterCRM, make sure asterCRM daemons (astercc and astercctools) are running

for asterCRM installation, go and check asterCRM wiki:

http://wiki.astercrm.org/index.php/AsterCRM_Installation#Using_the_install_script

  • add extensions for your agents and set a queue to receive calls from asterCRM dialer

login into freepbx, start add extensions for your agent

freepbx-add-extension

then add a queue

freepbx-queue

  • set group/user in asterCRM

next login asterCRM as admin, create group “outbound sales” and add extensions for agents you created above, go wiki for more detail

http://wiki.astercrm.org/index.php/Create_Group

http://wiki.astercrm.org/index.php/Create_Extension

make sure “Extension” matched “Outbound CID”  or “Extension”(if outbound cid is blank) in freepbx

so now all your agents should get a username/password for asterCRM.

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Survey features in asterCRM for outbound call center usage

By | asterCRM | No Comments

In asterCRM, it provides a survey features, so you can set survey for your customers, here will give you a simple introducation for this:

first you need to add a survey, login as admin/group admin go manager interface and click survey icon, click “Add” button for a new survey, you can add several options for one survey, and each survey it provides three kinds: radio, checkbox and text

survey-1

survey-2

Click the “item” link next to the option to enter items for this option

survey-3

keep putting options and items until u finish this survey.

Then you can  put a survey from the agent page

survey-4

survey-5

*when there’s a customer or contact in your record form, if u click the “Add” link of a survey, the result will be linked with the customer

Click the “Detail” link of a survey, u can get a statistic of this survey

survey-6