What Are the Different Types of Telephone Answering Service?

When the auto answering machine receives the ringing signal from the phone, the connection is established, and the modem automatically starts to answer the call from the other party, for example, "Hello, this is xx's home. I can't answer the call now, please leave a message after the beep ... Beep ... "and so on.

Auto answer is the ability to automatically handle user calls. Auto Answer V4.0 is an Android application that manages incoming phone calls. If you do nt have time to press the answer button, using this application he can automatically answer the call for you, eliminating the need to touch the phone to answer it. It is recommended to use it when driving Best effect. ^[1]

Introduction to Automatic Answering System

In layman's terms, it is a system that can automatically handle incoming calls from users. When an incoming call comes in, the system provides the user with various operation prompts through voice, and executes corresponding commands according to the user's operation, so as to provide the information and functions required by the customer. Has been used in government hotlines, e-commerce, financial investment, education and training, travel ticketing, logistics and express delivery, marketing promotion, customer service, survey return visits, telephone appointments, corporate communications and other industries. ^[2]

Auto Answer System Function

1. ACD (Intelligent Traffic Distribution): According to the specific application environment, it can provide different automatic call distribution and routing strategies for different access channels and different calling and called numbers. ACD's skill routing strategy can ensure that each call can Allocate to the most suitable agent service to ensure that calls with the same level of demand can achieve first-come-first-served service.

2. IVR (Interactive Voice Response): can provide voice prompts for incoming calls, guide customers to select service content and enter data required for phone self-service, can achieve different levels of customers to play different automatic voice processes, and can set personality Voice notifications inform customers of the business messages that they are most concerned about in advance, and support online editing of IVR processes, without affecting the work of existing systems when modifying online.

3. Recording platform: The entire recording of all incoming calls is made through the recording system. The monitor can download and listen to the recorded content of ordinary agents talking to customers at any time. It can not only supervise and assess the agents, but also understand the general concerns of customers. The problem.

4. Automatic outbound call: Support multiple call modes, including predictive outbound call, preview outbound call, automatic outbound call, precise outbound call, etc., which can fully improve agent efficiency, reduce customer harassment rate, thereby increase customer satisfaction, and improve contact center Operational efficiency of the platform.

5.Multimedia access: support telephone, fax, Web, SMS, Email, video and other access methods; SMS supports access methods such as short message device, short message gateway, and mobile operator's short message protocol, unified queuing, time-sharing processing; Web The access service supports Web page chat, sending files, voice calls, visitor invitations, visitor tracking, web escort, electronic whiteboard, desktop sharing and other functions.

6. TTS / ASR: It can be combined with mainstream TTS software such as HKUST Xunfei and Jietong to realize text-to-speech broadcast, and it can be combined with ASR software to realize automatic speech recognition.

7. Telephone message: Provides a powerful voice mail function, customers can choose to leave a message when the agent is off work or full busy; when the agent is idle, you can listen to the message and reply.

8. Conference call: Provides a convenient multi-party conference call function. Users can not only access the voice conference room by dialing the voice conference room number between internal extensions, but also use external mobile phones and fixed phones to dial the call center access number. , Into the voice conference room, users can have multiple super voice conference rooms without additional investment in professional teleconferencing equipment. ^[2]

Advantages of automatic answering system

1.7 * 24-hour service to ensure that users can contact the company anytime, anywhere.

2. Uniform number, voice navigation, automatic call distribution, and customer automatic pop-up positioning help companies establish a brand image.

3. Skills training and assessment of agents through call recording files, call monitoring, and agent assessment forms.

4. Use automatic voice response, set the dialing ratio, and automatically screen invalid numbers to improve the effective call rate of agents.

5. To provide customers with a unified communication channel through multimedia communication platforms such as telephone, Internet, and SMS.

6. Customer information and reports collected through the call center, summarize and analyze customer problems, promote product quality improvement, and exceed customer expectations. ^[2]

Auto-response system characteristics

1. Have programmable voice response;

2. Can be completely designed according to requirements, and can design any level of voice flow (the number of levels is unlimited);

3. Can record voice and background music;

4. Provide voice prompt function, including key operation guidance, background music, and multilingual service selection;

5. Provide integrated recording editing tools, which can perform recording, playback, editing, deletion, storage, and mute editing;

6. With voice guidance attribute editing function, including name, playing time, modification date, content description, etc .;

7. With voice guidance storage function, it can simultaneously store multilingual voice guidance content to provide multilingual voice guidance function;

8. With On Hold function, music content and messages are not restricted, standard .WAV files can be used

9. With multiple service processing capabilities, including telephone, fax, and email functions;

10. When the system is modified or added, the system does not need to be restarted, and can be directly modified online;

11. With database integration capabilities. Must have a built-in database retrieval module and support ODBC;

12. Can retrieve multiple databases at the same time for query, insert, update, delete and other transactions;

13. Supports Socket and COM mechanisms to facilitate integration and interface with existing systems;

14. Support Fax On Demand function, customers can call for fax documents;

15. Provide graphical application development tools. ^[2]