Cloud Call Center

Product Features

The Call Center is an intelligent calling capability CPaaS (Communication Platform as a Service) platform offered by BUKA. Easily build personalized customer service systems for enterprises, supporting features such as group call transfers to agents, proportional outbound calls, intelligent call strategies, and more, to enhance both call efficiency and customer experience.

Group Call Transfers to Agents

Transfer calls to human agents through group calling.

conditions: 1. Transfer after completing the group calling task. 2. Transfer after receiving key feedback.

Proportional Outbound Calls

Automatically adjust concurrent group calls to maintain the proportionality between the number of available agents and the number of ongoing group calls.

Agent Group Call Strategy

Automated routing and distribution of calls to agents based on priority, with automatic transfer upon timeout and customer wait queue management.

Call Center Agent Management

Creation and management of call center agents, including agent status management: available, busy, offline.

Comprehensive Call Detail Records (CDRs)

Consolidated records of group calls and phone calls, with added fields for hang-up reasons and call types.

Group Call Transfer Scenario

Efficient Customer Service, Industry-Wide Coverage

commerce

Pain Points

Low conversion rates, negative reviews causing disruptions, poor communication, low COD (Cash on Delivery) acceptance rates, pressure on customer service after holiday, busy customer service lines

Solutions

Call center outbound calls for customer communication and resolution of negative reviews.
Improve COD acceptance rates by using group calls and key feedback for appointment scheduling and delivery.
Automatic agent routing with call center call strategies to solve issues like busy customer service lines during peak seasons.

Gaming

Pain Points

Difficulty in converting free players to paying customers, low player retention, challenging player reactivation, inefficient service

Solutions

Use group calls and key feedback for marketing and promotion to convert and engage players.
Activate and reactivate old customers through group calls and follow-up SMS.
Group call transfers to agents in the call center to enhance customer service and conversion efficiency.

Security & Surveillance

Pain Points

Poor pre-sales consultation experience, delayed post-sales response, high return rates for working products, significant secondary sales

Solutions

Set up pre-sales and post-sales teams in the call center, configure a global service number (800 number), and use mobile phone apps for real-time response and quick resolution.
High return rates for working products can be addressed by integrating WebRTC with ERP systems, enabling product repackaging and local delivery in overseas warehouses.

Trade

Pain Points

Busy customer service lines, backlogged email replies, delayed technical support, inadequate service from distributors, difficult management of multi-country services

Solutions

Automatic agent routing with call center call strategies to address busy customer service lines.
Dedicated technical support agents in the call center for prompt resolution of customer and distributor queries.
Integration of multiple virtual numbers in the call center for local call services based on different distributor groups.

Platform Advantages

Global compliance

Deeply engaged in international communication business for 16 years, cooperating with hundreds of operators around the world, promoting localization of brands, and helping enterprises with the Belt and Road Initiative.
Stable platform and simple access

Code package, simple integration, easy to use, BUKA supports the techniques such as large-capacity, high-concurrency, distributed clusters, highly elastic and scalable network structure, supports various channel resources, and enables smart solutions with high volumes up to 100 million sending.
Security and privacy

The platform supports HTTPS/SSL docking encrypted transmission and adopts automatic disaster tolerance mechanism, redundant backup and data desensitization and preservation to protect customers' data security.
Efficient service

Team with professional service , 1v1 VIP service, instant response, help enterprises to serve customers efficiently

Easy and Fast Access

Sign Up

Authorization key is automatically generated after signing up
Protocal Setting

Support SMPP protocol,allow API HTTPS interface
Docking Platform Adjusting

Adjusting according to mimicking production environment, avoid unknowns in advance
Production Process

Schedule tasks, status report timely