Guangdong Securities is one of Guangdong Province as a base to the national securities companies, ranked in 2000 ranked 10th in the country. Face the increasingly fierce industry competition, Guangdong Securities aware that the need to consolidate existing advantages and open up a new market, we must improve service quality to meet the customer's individual requirements.

With the demand

. . Previously, Guangdong Securities does not have a unified customer service center is only in each of its business department of a customer service department and customer service calls, but the business department of the service standards and quality are not uniform: Some business department of a personal responsibility Support, even after specialized training; Some business department, or even no one to answer customer service calls. Customer service quality varies, and improve and maintain customer loyalty is extremely unfavorable.

. . 1999, the Guangdong Securities started to pay attention to tracking and call center technology, and how the application of the securities industry call center, how to choose the appropriate call center with more in-depth understanding. According to its own development strategy, Guangdong Securities made up more than 70 a subparagraph of the functional requirements. Basically can be divided into the following categories:

● stock transactions;

● Fax;

● Information;

● within the statistical analysis of customer information management;

● interactive website - on the Internet, online services support.

. . Guangdong Securities hope that through the establishment of call centers, from the previous business to the Department as the center of passive to active service conversion services. The call center will also change in this role in the process play a very big role: services from passive into active service by a single approach to pluralism. In this way, Guangdong Securities can be a simple telephone from the previous commission, the simple conversion of services including telephone, fax, E-mail, artificial services, mail and other services as one way of the platform. Users can choose their own demand for different services. At the same time, Guangdong Securities through the call center customer information management, and provide customer service initiatives, such as: short news custom, E-mail, such as the custom.

Solution

. . Guangdong's demand for the securities, as a systems integrator of technology companies too new to the relevant solutions.

. . For a project from eight seats to its customers around the provision of in the demand for services, new technology is made using Intel's voice-based board the way for enterprise customers to the integration of communications servers as the core of the solution. This call can meet the demand for services, but also ways to avoid the use of switches caused by the huge cost.

For the programme, the specific use of the card is as follows:

● Headquarters: digital trunking cards, DM3 cards, fax cards, seating cards;

● the business department: digital trunking cards, DM3 cards, fax cards.

. . The programme was adopted on the way. Seats and background set up at headquarters, just a point each business client access, a virtual business department. This can save a lot of business in all of the seats necessary to establish the cost and improve the utilization of the headquarters of seats. To this end, the point can request remote VoIP way to transfer data to headquarters. At the same time, for the development of the Internet for interactive features on the page can be achieved to meet in the course of Internet users through the Internet with seats for voice communication requirements, enhance customer satisfaction. It also asked the board with the support of VoIP technology. Therefore, the new technology is chosen by Intel Corporation DM3 board - DM/IP3031A. The board support VoIP technology, performance, stability, can the business requirements of the Department of telephone services to customers through VoIP means of access to the headquarters seats. At the same time, the Internet will also support the call to the function of receiving artificial seats to meet the future the way through the network associated with the needs of users.

. . To meet customers promptly, to facilitate understanding of the requirements of the stock market information, new technology is too specialized to a solution. The programme allows securities transactions by the visual operation into reality, the entire commission process in the menu can be displayed on the LCD screen, can also ensure the timely send and receive information securities, investors not only can share Mitac customized information terminals, can also Mitac shares through the platform will be scheduled to send information to shareholders of the shares Mitac terminal. Unit Mitac phones are used Intel's DM3 board - DM/IP3031A to support VoIP to the way data transmission.

. . At the same time, in the business department and headquarters used by digital trunking cards D/300SC-1 phone users can meet the needs of business by applying the fax card VFX/401SC plus users can meet the necessary fax service, users simply call Into the phone will be able to obtain the required information by fax. And in the headquarters of the seats will be seats MSI/80SC phone card and call center platform connected to deal with from each business department and users of the service call request.

. . In short, the system take full advantage of the performance of the Intel board, Guangdong Securities has provided a centralized, call the support network to meet customers at any location by phone or by business networks and access to customer service systems.

Benefit Assessment

. . After using the system, Guangdong Securities quickly access the benefits. For example, in Foshan, the establishment of a virtual business in a month or two there will be a few hundred customers. Now, in Guangdong Securities site has a customer service center number, customers can call the number to access to services. Makes the quality of customer service call centers to ensure that, and for future business expansion has laid a foundation.

. . At the same time, the call center set up to ensure that the customer can receive timely services, so as to promote online transactions and online transactions to a certain extent on the cost and time savings. Therefore, the call center for new business, improving their efficiency.