We are pleased to announce that Diyixian.com Ltd has achieved accreditation as a Nokia for Business Channel Partner as effective from March 1st, 2008 . We are the Nokia for Business Voice Partners and are focused on delivering integrated voice solutions for business by combining converged IP telephony and communications infrastructure products, such as Cisco with the ease and flexibility of Nokia E series devices. Using the Nokia intellisync Call Connect product line, being the Nokia for Business Voice Partner can develop powerful fixed-mobile business voice solutions that can control communications costs, increase employee efficiency and improve customer satisfaction.

Multi STM-1 trunks were added to major PoPs in China.

Diyixian started to offer VPLS layer 2 VPN services, which provide customers with Ethernet based communication over MPLS networks.

The website for Diyixian’s IP Call Center has been established

Every incoming phone call from customers enquiring for the latest pricing information may imply the starting of price wars from competitors.

Every incoming phone call from customers shall be responded by addressing the customer’s name then followed by a greeting, to ensure a heartwarming service.

Every incoming phone call from customers on technical enquiries shall be transferred to the technician at a timely manner to ensure an efficient, quality service, in order to boost customer satisfaction.   

God is in the details. High-quality customer service is accumulated by subtle and thoughtful details.

The core of UC is computing logic and can be configured via an easy-to-use web interface. UC records communication history and works seamlessly with external applications. Enterprises can improve customer service by deploying Interactive Voice Response System or Contact Center solutions on top of the UC infrastructure. The communication history database can provide a more in-depth customer demographic information and help enterprises anticipate market shifts and new business opportunities. In a customer-oriented world, the customer hotline is now a profit center rather than a cost center.

UC can be integrated seamlessly with CRM solutions. Whenever there is an incoming customer call, a window will pop up on the computer screen showing the calling customer’s information. Thus, the salesperson or contact center agent is better informed to serve customer, and hence, foster better customer relationship.

Click-to-dial provides automatic dialing by using the address book of Microsoft Outlook or Lotus Notes. Integration of UC and IM (Instant Messaging) provides presence information so that caller will know whether the targeted recipient is available to answer the phone. This can avoid the embarrassment of letting customer wait at calls in which no one answers. After a call is being diverted, customer information is provided to the end terminal via IM where the call is picked up, updating the recipient with relevant information that prevent colleagues from asking customers repeated questions such as “Sorry, would you repeat your question?” Hotlines can therefore become hassle-free for customers.

CTI (Computer Telephony Integration) links computer and telephone. The two most frequently used office tools are now working hand-in-hand to improve service efficiency and effectiveness.

Our ears, eyes and minds help us to pay closer attention to our customers. God is in the details.

(By WK Cheung, Group Vice President of Sales of Diyixian.com Limited)

EF - background
EF established in 1965 in Sweden . It has more than 65 branches, 27000 employees and 1500 clients thought out the world. It is now one of the global educational institutions which aim to provide a variety of services include English study, language learning for foreign students and tourists/ travelers.

EF - Call Center outsourcing demand
In order to expand the business in the mainland China , EF has engaged massive online marketing techniques which ensure that EF appears on most of the websites in China while collecting potential customers’ information via online English testing games and online marketing. Once the useful data is collected, the telemarketers will call the customers and carry out an interview to see if they are interested in EF’s languages courses. Therefore, EF requires a Call Center solution in order to develop it’s business in the China market.

Diyixian’s IP Call Center Solutions offer for EF
Venue: In phase I, Diyixian’s Guangzhou IP Call Center and the Shanghai IP Call Center have offered 100 seats for telemarketers. The seats can be expanded up to 250 to satisfy clients’ needs

System planning and establishment: Customized inbound/ outbound IP Call Center system Integration of the IP Call Center system and clients’ existing CRM platform

Management: The system management mechanism functionality includes telemarketers’ online status, daily usage and average duration. More importantly, EF management teams can easily monitor telemarketers’ communication in order to improve service quality.

Provide professional training for telemarketers: Diyixian has more than 15000 databases of people from all walks of life and aims to cooperate with colleges to hold recruitment activities while providing professional training course for telemarketers.

VPN network linking EF offices between the Mainland China and Hong Kong and offering cross border VoIP platform

Advantage
Save huge amount of cost to establish IP Call Center: EF can dispense with the need to build its own IP Call Center and save hefty costs in human resources, purchase and financial input

Easy to manage IP Call Center and improve telemarketing service: With the setup of Diyixian advanced distributed IP Call Center, users can communicate with customers anywhere anytime. Together with the online monitoring system, the management teams can easily help the telemarketers to solve the problems with customers.