2013.11.14
New Functions Now Available for FLOW BASED NAVIGATION SYSTEM:
NTT Comware Customer Support Workflow Navigation Software
NTT Comware Corporation (Head Office: Minato-ku, Tokyo; President: Shinobu Umino; hereinafter, "NTT Comware") released an updated version of its customer support workflow navigation software FLOW BASED NAVIGATION SYSTEM on November 14, 2013 (Thu). The software has been upgraded with new functions including process management.
FLOW BASED NAVIGATION SYSTEM has been provided to some 30 firms since its launch of sales on October 25, 2011 (Tue).
Outline of the New Functions
FLOW BASED NAVIGATION SYSTEM is a workflow application to assist customer support staff with predetermined workflows designed for various inquiries from customers. The software enables Contact Center operations to be more efficient by achieving higher quality customer support services and reducing staff training time and cost. The updated version has new functions available for a wide range of situations such as Contact Centers, which set a high value on FCR*1 to complete a customer support task with one call but which can even be used by those who focus on process management of customer services completed with several calls or by those who spend a few days solving the problems of their customers. This software is now also available in English for customers overseas.1. "Process Management Function" - Monitoring the progress and status of a call
This function represents process management of customer services to control omissions or delay in tasks. Visual images of progress assist customer support staff in their operations, to know the status of tasks such as how many tasks have been completed and which services are ongoing or on hold. They can even check reasons why a call has not been completed on the displays showing the status of each inquiry by its contact status, flow and the operator who is handling the task.
2. "Services in English" - English version now available
The upgraded version is also available in English for non-Japanese speaking users (the English version is only available for NTT group companies located overseas, for the time being).
3. "Upgrades in Visibility and Operability of Workflows" - New features to reflect customers voices
The workflow window is designed for improved visibility based on customers voices, which includes new functions to enable users to change text effects of Talk Script Window.*2 It increases flexibility of window functions by increasing the size of columns to enable placement more text of talk scripts and notes.
4. Extension of "Interlink Functions" - Upgrade of functions to interlink with other systems
The updated version has additional functions including "Send Result IF" to send results of customer support on FLOW BASED NAVIGATION SYSTEM. This is to achieve more efficiency in interlinking the software with external systems, such as customersf existing CRM systems in use. Furthermore, FLOW BASED NAVIGATION SYSTEM can be integrated with existing systems to meet customer needs.
- License Fees
The upgraded version is available at the same license fee. (The Interlink Function is optional).License fee: 880,000JPY per license (excluding taxj
Option fees: 264,000JPY per license (excluding taxj
** One license supports ten logins at the same time.
** The license is required for the number of logins, not subject to the number of users or seats.
- Future Scenario
The market for FLOW BASED NAVIGATION SYSTEM is expected to extend at home and abroad to various fields of business using workflow-based services, not only call centers.- Reference
The software enables Communicators to access what they need such as "Items to be confirmed," "Tips for conversation" and "Talk scripts" to proceed with proper customer support simply by pressing the icon on the workflow window according to the inquiry. It is also easy to create or edit the workflow on the window, which allows customersto improve their customer support service on site.
Communicators can only follow the specified workflow. The software contributes to providing standardized and consistent quality service, reducing miscommunications, and improving the self-sufficiency ratio at call centers, as well as being effective for time and cost saving in training new staff and other staff to cope with changes in tasks.
[Terminology]
*1 "FCR": First Contact Resolution.
*2 "Talk Script Window": a window to assist Communicators in operating the system, showing "Items to be confirmed," "Tips for conversation" and "Talk scripts."
*1 "FCR": First Contact Resolution.
*2 "Talk Script Window": a window to assist Communicators in operating the system, showing "Items to be confirmed," "Tips for conversation" and "Talk scripts."
