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Scattered around in different places, each shop outlet’s telephone system assumes the following roles:
- Outbound call centers: supervision of outbound call quality is required due to highly frequent dial-outs.
- Customer complaint centers: supervision of handling customer complaints is required as this major task requires the recording of massive customer communication.
To address massive information and data from each shop outlet, the headquarters will centralize the information management and run statistical analyses to uncover customer needs, evaluate shop outlet performance, and understand customer satisfaction.
The New Rock logistics IP audio solution can satisfy these demands at the headquarters and shop outlets.
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·The telephone service can continue uninterrupted during power outage and network disconnection.
·NewLync installed to the operator’s computer allows speed dial for outbound calls. As for inbound calls, the pop-up window will display customer information and allows to record important conversation contents in real time.
·Audio recordings are stored in the device for future on-demand searches, and help evaluate the employee performance
·Any expansion of new shop outlets, the existing shop outlets can continue their business as usual.
·With the audio recording management, network management system, and other systems installed, the headquarters can centralize audio files and devices throughout all shop outlets
· Collection of audio recordings at shop outlets is centralized with marketing activities and service quality being monitored.
· The presence of operation and maintenance officers is not required, reducing operation and maintenance costs; batch deployment/configuration and malfunction warning are available.