Infobird Software—China Call Center System Expert


Infobird Integrated Contact Center System

Today’s Contact Center is an interactive communication junction for keeping intensive contact between enterprises and customers. It is a coordinated comprehensive system of people, process, technologies and strategies; a strategic business Centrum that largely integrates organizational resources and provides services in scale; an integrated system that can be flexibly developed and distributed with high efficiency according to company’s business.

The integrating construction model of traditional Contact Center is a loose system based on loose groups from different vendors. It is hard for the whole system to achieve efficient integration and close coordination in higher degree. And Contact Center users have suffered a lot because of maintenance and services in project-model.

With many years experience and technology accumulated in the call center industry, Infobird has put forward the construction model of “Integrated Contact Center System” and established an effective and efficient communication tool which is time-free, space-free, controllable and manageable.

Integrated Contact Center is no longer made up of products from multi-vendors, but an entirety built on relative hardware through improved standard software packages; it can also provide customized development according to customer needs. What is more, Infobird provides customers with overall services from selection to utility.

Infobird Integrated Contact Center System

Infobird Integrated Contact Center System

With many years experience, Infobird has researched and developed the package function of Infobird Contact Center from the common requirements of different customers in different industries.

Comparison among Contact Center Systems

Items Traditional Switch Contact Center Card-based Contact Center Infobird Integrated Contact Center System
Using scale Based on the capability of switch and servers Within 50 agents Stackable, no upper limit
Service model Multi-vendor provide services; complicated Difficult to provide services because the vendor is small One-station service
Builder Integrator Small hardware vendor Infobird
Construction model Integrator takes responsibility The vendor takes responsibility The vendor takes responsibility
Construction cost High Low Low
Construction cycle Long (couple of months) Short (within one month) Short (within one month)
Coordinating efficiency among components Loose group with low coordinating efficiency Low coordinating efficiency with multi-vendor products Intense integration and high coordinating efficiency with exclusive vendor
Distributed agents and trunks Limit on switch; high network capability requirement Disable Easy
Component vendor Multi-vendor components, loose integration Small scale integration Exclusive vendor
Operating efficiency Ordinary Ordinary High
Stability High Low (without fault-tolerance) High(with fault-tolerance)
Scalability Limit on switch Within 50 agents Smooth upgrade
Difficulty in upgrading Involve many vendors; complicated Hard to upgrade Easier with exclusive vendor
Customization Provided by integrator Almost disable Provided by exclusive vendor
Terminal access model Stable agent Stable agent Stable agent, mobile agent, network access agent
Back-stage management Each system is monitored and maintained separately One set of interface maintenance Unified Web interface maintenance