Neusoft UniCall 2000 Telecom Customer Service Center System

Features Overview :

Based on Call Center, UniCall 2000 is a modern approach to long distance service realized by comprehensive use of computer technology, telephone technology, network technology and multimedia technology. Designed with the concept of modern customer service center, it marks the extension and transformation from traditional service mode to Internet and comprehensive telecom technology. 

System Composition :

Structurally analyzed, UniCall 2000 can be divided into 3 parts: access system, support system and business system. Access system includes network platform and hardware such as Automatic Call Distributor (ACD); support system consists of CTI middleware, IVRs and workflow platform OpenFlow; business system mainly includes seat business system, management platform system, upper level processing system and background reply system, among which seat business system consists of basic business and value-added business. The relationship of the systems is as follows:  

• Front-end access system is capable of support all mainstream ACDs, such as LUCENT's DEFINITY G3r private branch exchanger, Nortel's Merdian Option family and HuaiWei's C&C08-Qamong other ACD products whose CTI protocol meets CSTA specification. Distant seat business can be realized through VOIP based on original data network, which means slow investment, low operation costs and easy maintenance. It can also be realized by using ACD distant module according to users' needs.  
• Adopting Dialogic's CT-Connect, CTI is in compliance with International Standard CSTA protocol. Neusoft packaged the client, enabling it to run in browsers. CTI server guarantees system stability and high reliability through load balancing and mutual backup among multiple machines.
• IVR system is a self-developed product called UniIVR, which includes interpretation system and workflow generation tool and an excellent managing and monitoring interface. Workflow can be customized through simply dragging and dropping. IVR server is one that combines industrial computer (NT operating system) and Dialogic Voice Card and DialogicFax Card. Multiple industrial computers can be used to guarantee system stability.
• CMS Call Management System, which adopts self-developed UniCMS product, can achieve unified access and queuing for all media such as voice, fax and email. Unlike the way other vendors' simulation voice signals queue on ACD, it is flexible and easy to upgrade and maintain. At the same time, CMS server also guarantees system stability and high reliability through load balancing and mutual backup among multiple machines.
• Main database server and application server are minicomputers that can hot backup each other to ensure system stability.
• Israeli company NICE's digital recording products are recommended as   Whole Course Recording System, which provides design of various recording conditions and query and play of recording files.
• Main network devices are those from CISCO, which are stable as well as reliable. 
• Business System: This system is written in pure JAVA (JSP+Servlet) and is constructed in multi-layered B/S structure. Only browsers are needed at the client side. Application server can use commercial middleware that supports Servlet such as IBM WebSphere, Bea Weblogicor Aparch, while guaranteeing control of the number of connections to the database and load balancing. 
• Electronic Form Distribution: It adopts OpenFlow, Neusoft's self-owned workflow platform, to carry out close circuit control of the process from customer complaint/suggestion seat service, expert service, supervisory department acceptance, seat reply to seat revisit. 

Technical Features:

Technically analyzed, UniCall 2000system has the following features:

• Supports all media access from telephone, cell phone and fax to email, WWW and ordinary letter, takes the place of traditional onsite service, supports various kinds of feedback methods such as voice, fax, email, www and letter, and caters to the end user's needs.
• Open and scalable enterprise application platform (UniEAP), which is "plug and play",is capable of constructing a constantly developing and scalable application system for telecom enterprises.
• Implements CRM idea and carries out all-around management of customer information, which covers every aspect from customer classification and customer visit to complaint responsibility analysis.
•  System design and development is based on a brand new object-oriented design approach. Unlike the traditional waterfall development approach, it takes into consideration telecom companies' characteristic of rapid business expansion. Through multi-layered system structure, it guarantees convenient online upgrade for customers when they add customer service for new businesses.  
• Componentized layered structure design guarantees foresight of the system. Combining Siebel's CRM idea and the "Write Once, Run Anywhere" advantage of Java, UniCall 2000 system is designed as an object-oriented multi-layered structure. Database and interface independency allows application system to "hot plug in" without stopping business transactions. After a new application system has been added, the change will be automatically reflected in UniCall 2000's application interface, system database and business processing flow. In other words, the application system is "plug and play", which greatly facilitates extension of new business functions.
• The system is written in pure JAVA (JSP+Servlet). The brand new browser interface is novel and unique, and requires no client side installation and maintenance. The JSP technology greatly improves data access rate and guarantees system performance.
• Visual workflow definition, visual organization structure definition, visual workflow monitoring, dynamic configuration and fully functional business workflow support. The whole workflow product is in full compliance with International Workflow Management Committee WFMC standards and supports all kinds of complicated business workflow.
•  Network security adopts Neusoft's self-owned NetEye to ensure secure WWW/Email access.
• Fully utilizes voice recognition technology to realize feature services such as email reading, telephone bill reading and natural language understanding to help telecom enterprises attract customers and add opportunities to create value. 
• Function packed Web Center platform allows Co-Browser, VoIP, Web chat, Page sharing and email. 

Typical Customers:

China Unicom, Liaoning Branch

China Unicom, Anhui Branch

China Unicom, Sichuan Branch

China Unicom, Henan Branch

China Unicom, Shanghai Branch

China Unicom, Jilin Branch

China Unicom, Hubei Branch

China Mobile, Hainan Branch

China Mobile, Jilin Branch