Call Center
Overview
Shanghai Labor and Social Security Call Center is 180 lines relay connection, 120 route automatic voice service, 96 seats, 20 route faxes, and keep record for the whole process; The system include hardware, system software, application software, system integration; The system opened in Dec 26, 2001, and has run almost 6 years. It has been tested by the Metro line 4 and proved successfully.

Technical Compose
From the aspect of technical, Call center includes the following parts:
• Private Branch Exchange ( PBX/PABX ) is the main business of the call center service, it mainly provides front-end connection, line connection and ACD automatic queue
• Interactive Voice Respond ( IVR ) As the uniform interface for the customers, automatically response to all the phone calls. This system can independently work and provide 24 hours services
• Computer and Telephony Integration ( CTI ) is the body of an intellectual consulting service center, which combines the traditional telephone system and computer system.
• Agent s directly connect with the customers.
• Records in order to ensure and approve the service quality, we need keep records for the whole connection process.

Business Overview
• Policy and regulation consulting
• Service Directory
• Information Enquiring : Account enquire, includes congregate and personal information, social insurance balance detail information, and other individual labor and social security system information enquiry
• Complaint and claims
• Society Investigation

Feature
• 7*24 hour service
• Data exchange with main business system
• Both Chinese and English Service
• Database management
• Statistic functionality
• On-site monitor and real time enquiry
• Long distance monitor
• Record research and playback
• Text and message communication
• Add-ons functionality
• Others