|[November 30, 2011]
OKI Launches EXaaS™ Centralized Call Reception Service
TOKYO --(Business Wire)--
OKI (News - Alert) today launched its EXaaS Centralized Call Reception Service, a new
item on its EXaaS™ cloud computing service menu for financial
institutions operating in Japan. The EXaaS Centralized Call Reception
Service reduces call-handling burdens at specific sites by offloading
calls to a call center. Skilled operators take calls to achieve
call-handling services of the highest quality and customer satisfaction.
In addition to providing standard call reception functions as a cloud
service for customers seeking to centralize call reception operations
without setting up their own facilities, EXaaS can be tailored to meet
the specific needs of individual customers. This includes various
optional general call center staffing needs.
Calls made to retail locations differ in various aspects, including site
location, hours of operation, products, orders, and the nature of the
requests and claims received. Handling all these calls often requires
staff to drop their work, reducing work efficiency and increasing the
likelihood of human error. Additionally, not all locations have the
trained and skilled operators needed for appropriate call handling,
leading to inconsistentservice and lower customer satisfaction.
"The EXaaS Centralized Call Reception Service centralizes call
reception, enhances efficiency and call completion rates, and makes it
possible to provide advanced, integrated call handling services," says
Sei Yano, Senior Vice President, responsible for Solutions and Services
"Provided as a cloud service, the scalable service has low
startup costs to minimize the initial investment. The fee schedule makes
costs affordable even for small-scale implementations; service fees can
be paid monthly per receptionist seat."
As options, OKI will also provide telephone banking and telemarketing
functions that have proven track records at financial institutions. The
EXaaS Centralized Call Reception Service also meets the requirements of
Through skilled operators and reports on customer requests and claims,
OKI also plans to enhance service levels to allow customers to apply the
service to strengthen sales activities and improve efficiency.
*1: BPO stands for Business Process Outsourcing,
an arrangement whereby a company consigns planning, design, or
management operations for front or back office functions.
*2 : IVR
stands for Interactive Voice Response, an automated voice response
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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