ZTE uSmartLink Intelligent Contact Center

  • Introduction
    With the construction of operator networks and development of users, the traditional voice contact center cannot meet current customer service demands. ZTE launches the uSmartLink intelligent cloud contact center Product that features full cloudfication, multimedia, Internet, and intelligence.   
    ●Fully cloudified deployment: Both the platform and desktops are cloudified. The solution also supports IP-based/distributed processing and system linear scalability. 
    ●Multimedia support and Internet-based: The solution supports unified access of voice, video, SMS/MMS, Web, social networking (WeChat and Weibo), improving user experience. It can integrate Internet apps to extend contact center capabilities such as the contact center video investigation app. 
    ●Intelligent: The intelligent contact center and business hall solution can extend contact center capabilities and improve service efficiency. 
    Application Scenarios
    ●Operator customer service system: The contact center system that provides customer service for the operator’s service systems, for example, 10000/10086/10010 contact center systems for China Telecom, China Mobile, and China Unicom respectively. 
    ●Information service contact center system: The contact center system that provides information service based on number information, such as booking flowers, booking hotel rooms, ordering food, and planning travel itinerary. Examples of such contact centers include operators’ 114/12580/116114 contact centers. 
    ●Outsourcing contact center system: The contact center platform constructed by the operator and leased to a third party. Such a contact center usually contains a platform, attendants, career resources, number resources, and line resources. Third party customers include enterprises and organizations from the government, insurance, finance, and service industries.

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