Unicall/TP

"Triple Phone for Call Center"

Characteristics

Unicall/TP is a PC-based triple phone which is convergence of internet phone, PC phone and web phone, and it can be interfaced easily with databases for customer management and the purchase cost is lower than other similar products. Internet phone can make/receive internet phone calls through PCs and you can contact your internet phone customer with it. PC phone can make/receive regular phone calls through PCs and you can contact your PSTN customer with it. Web phone can make web calls and web to phone calls from PCs. Anyone who visits your web site and ask questions of your members can use it immediately.

Unicall/TP is suitable for the customer center, the contact center, the web call center, the CTI(Computer Telephony Integration) call center, the ITI(Internet Telephony Integration) call center, etc. It is possible to construct IP call center with the conventional PBX or Centrex because it is based on the IP convergence, IP communication and VoIP, and it is suitable for constructing a global call center. It is also possible to cut expenses dramatically because it can be usable as an internet phone in international calls and long distance calls and has its own voice recording function.

System Composition
The system composition of Unicall/TP is shown in the figure below.

PC Environment

Internet & Web Phone Environment

① Internet Phone Environment
The internet phone is interfaced with SIP(Session Iniation Protocol).
② Web Phone Environment
It is strongly recommended to use public IP when users use web phone call.

Services

Service Type
The internet phone is interfaced with the internet service provider, the telephone fee is charged with its rate. Web calls are free of charge, In case of the phone, it is connected through the local PSTN. Telephone fee is dependent on the fee system of the local PSTN provider.

Internet Phone Call
It means calls between internet phone and agent. It is typical service type of inetrnet phone call center.

Web Phone Call
It means calls between PCs and free of charge. It is typical service type of web call center, and it is possible to provide customer service without any charge for all the calls.

PC Client to Phone Agent Call

This call is made from PC client to the normal phone (including cellular phone) of agent. It is possible to support service with local PSTN rate, and telephone charge is paid by the phone which is connected to agent PC. It is also possible to support service when the agent leaves one's seat.

- Chatting between PC Client and Agent
It is provided to support PC client without head-set. It is also possible to chat between PC client and agent.

PC Phone Call
This service is same as the service of the traditional call center, but it is supported by PC only. There are two kinds of calls. The one is phone client call to PC agent . The telephone fee is charged to the client phone. It is possible to make call transfer during conversation if there is call transfer function in telephone line. The other is PC agent call to phone client. The telephone fee is charged to the phone which is connected to agent PC. If the phone client want more information, PC agent can give further information with this call.

Service Application

Considering the concept of the system composition and the service type, users can utilize the services to construct the suitable customer center as guided in the followings.

① Only Program Installation

• Can use "internet phone and web call" service only.
  
• Not necessary to install gateway.
  
• Need to install the program as much as the number of agent PCs which are necessary.

② Program and Gateway Installation

• Can use all service types.
  
• Install the program as much as the number of agent PCs which are necessary
  
• Considering the traffic of the call services, users may install more than one gateway.

Application Example
The followings are examples of the call center that can be made of the multiple phone considering service type and the service application of Unicall/TP.

• Internet call center
• Web call center
• CTI call center
• ITI call center
  
• On-line agent
• Hotel reservation
  
• Shopping mall
• Hospital management
  
• Various service provider
  

Models & Capacities

Product Model
There are two kinds of product models in Unicall/TP, and possible service type is dependent on the each model. Relationship between model and product composition, service type, and rate is shown in the following table.

Product Image

Center Performance
Though Unicall/TP does perform its capacity fully with one model only, it is apt to be used for centers with more than one model. The performance of the center is dependent on the number of model which constitutes it.

① OneStandardt Model

• Can use "internet phone call and web call" service types.
  
• Only one client can make call simultaneously.

② One Deluxe Model

• Can use all service types.
  
• Only one service type among the service types can be used simultaneously.

③ More than two Models

• If the number of the stabdard model increase, the number of simultaneous "internet phone and web call"
  increases as much.
  
• If the number of the deluxe model increase, the number of simultaneous all service types increases
  as much.

Voice Recording

• Information of the call(the other party, date and conversation time) and the content of voice is recorded and stored if needed.
  
• Record the voice content automatically for more than 1 year 24 hours a day(with 120GB harddisk).

Voice Recording

• Information of the call(the other party, date and conversation time) and the content of voice is recorded and stored if needed.
  
• Record the voice content automatically for more than 1 year 24 hours a day(with 120GB harddisk).

Voice Quality

• The voice quality is good and almost same as the regular phone.
  
• If the internet speed is more than 20Kbps, it is good and time delay is negligible, too.

Product Price(FOB)

It is needed to install each model after purchasing the number of models which are necessary to construct the center in it's practical construction considering the contents described in center performance. The price for each model is as follows
- Standard: 162USD
- Deluxe: 194USD
Bulk offer price is negotiable depending on quantity and price policy.

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