電 話 系 統 新 概 念 · 2020. 3. 4. · crm + 5g + ai + cloud computing ... review your...
TRANSCRIPT
Ｗｅ ｐｒｏｖｉｄｅ ＶＯＩＰ Ｓｏｌｕｔｉｏｎ
電 話 系 統 新 概 念
www.hk-matrix.com3900 1988
香港總代理2013-2020
香港區
PlatinumPartner
2017-2020
香港區及深圳市總代理
2016-2020
Asterisk Partner
2010-2020
Sole Distributor2014-2020
香港區總代理2018-2020
WE ARE
# 未來IOT 的世代跨平台API對接環環相扣必成主流
API
PBX
Instant Message
Video Conference
PA SystemCentralControl
CCTV
CRM
+ 5G+ AI
+ Cloud Computing+ Big Data
Software Base
將會是 IPPBX 的未來
Cloud ProviderSIP Trunk Provider
PSTN
install
HK Telephone Number
internet
SIP Access Control
SIP Intercom
SIP Desk phone
SIP Speaker
SoftphoneOn
Web
SoftphoneOn
Mobile
ConferenceIP Phone
API
API
3CX Cloud PBX Concept
4 – 200 ChannelsFor
In/outbound call
Cloud Platform
Endpoint anywhere
On premise Server
Physical Serveror
VM Server@Office / @Data Center
SIP Trunk Provider
PSTN
install
HK Telephone Number
SIP Access Control
SIP Intercom
SIP Desk phone
SIP Speaker
SoftphoneOn
Web
SoftphoneOn
Mobile
ConferenceIP Phone
API
3CX On Premise PBX Concept
4 – 200 ChannelsFor
In/outbound call
LAN
internet
Direct Fiber
Endpoint anywhere
You may apply any country Telephone Number and import to your IPPBX System
through the Internet.
Oversea Telephone Number
FREE IDD ChargesIDT’s calling plans include free unlimited calling to over 25 international destinations.
Unified CommunicationsStatus, Chat, Voicemail, Fax 2 Email
Softphone on Web Softphone on Win / Mac
通話報告
Office Without LimitsMake calls anywhere using Android & iOS apps
• Most advanced and reliable Android & iOS VoIP softphones on the
market
• No additional licensing costs for softphones
• “PUSH” notifications save mobile battery life
• Inbuilt SIP tunnel/proxy resolves any remote firewall issues
• Make and receive calls from your smartphone – at no cost
• Transfer, Conference, Music on Hold
• Set your status to available, away and out of office from your
smartphone
• See the status of your colleagues from anywhere
• Remotely configurable via QR code, no hassle setup
• Secure communication with end-to-end encryption
https://youtu.be/9BRcNpB0LZY
https://youtu.be/dz_9UYXPyVU
The 3CX App for Android - A walkthrough
The 3CX App for IOS - A walkthrough
Web Conferencing (Webrtc) Clientless / Plugin Free - For all users at no cost
• Clientless• One-Click conference• Interoperability with VoIP and video• Bandwidth management and control• Easy to use polling tool for feedback• Remote control and screen sharing for quick & easy
troubleshooting• Pricing based on the number of participants, no per
user licensing• Unlimited users no matter which package you
choose• No per month costs, just one low, yearly payment• Integrated with 3CX – free for up to 250
participants
Organizing a Video Conference
https://youtu.be/KN95dodkphg
3CX Web Meeting - WebRTC, Video Walkthroughhttps://youtu.be/8NJee39dqBs
Deliver Faxes & Voicemail to InboxInbound faxes are converted to PDF and forwarded to users via e-
mail, without requiring any fax server software. Likewise,
voicemails are converted to sound files and forwarded via e-mail.
•Forward voicemails to inbox
•Listen to voicemails without calling in
•Faxes are received as PDF files in your email
Instant Messaging / Text chatAllow employees to communicate together via text messaging,
without the need to rely on third party internet messaging systems
or give out personal phone numbers. 3CX users can send and
receive text messages via the 3CX web, Windows, Mac, iOS and
Android apps from anywhere – a true unified communications
solution!
•Chat with website visitors, real-time
•Send text messages, links and more at no additional cost
•Available on web, Mac, Windows, iOS & Android apps
Ｗｅ ｐｒｏｖｉｄｅ ＶＯＩＰ Ｓｏｌｕｔｉｏｎ
Boost Customer ServiceWith
Advanced Call Center features
Hot Desking Operation
• Allow an IP phone to be used by Multiple user
• Each user can login and use their own extension
• Ideal for environments where users may not have assigned desk
• IP phone can be Local / Remote
Supported IP Phone:
Customer Incoming call
IVR(Day/Night/Holiday)
Call Queue
Answer by CS and Start Recording
Voicemail(Received by
Email)
If no CS answer
# CS Hotline Call Flow
Promotion Announcement
(Optional)
Superior able to 1) Monitoring2) Mentoring3) Call Report
ACD
通話報告
Advanced Contact Center Reporting
Simple, intuitive call center management offers the information required to monitor call queues in real-time, ensuring that not a single inbound call is lost.
• Integrated Wallboard for real-time monitoring• Detailed reports of longest wait time and abandoned calls• SLA and Callback Statistics• Call Back option for customers not willing to wait
通話報告
Advanced Queue Strategies and Real-Time Statistics
3CX contact center software ensures you provide your customers with quality service, and that your agents always reach their targets. Check the average and longest waiting times as well as the least talk time to guarantee no customer leaves your call center unsatisfied.
• Log agents in and out of queues• Automatic call distribution (ACD)• Hunt by Threes – Random & Prioritized• Call Back – callers can hang up and keep their position• Round Robin
Talking
Waiting
通話報告
Superior Call Center Features Included
3CX PRO provides you with all the tools you need to
review your agents’ performance. Answered calls,
abandoned calls, average longest waiting time and more
are all within easy reach, allowing you to ensure that your
call / contact center is running smoothly at any given time.
• Listen in allows you to listen to a call without the caller or agent knowing
• Train new agents during a live call with the whisper function
• Agents making a mess of a call? Use Barge in to take over
https://youtu.be/eJrKxeaRaBQ
A Quick Look at the 3CX Switchboard
The 3CX Switchboard
feature is great for
employees handling queues
and large volumes of calls.
通話報告
Managing Queue Calls with the Switchboard (Windows)
通話報告
Integrate your PBX and your CRM with 3CX PRO
You can connect any of the following CRM systems to your PBX server-side. What does this mean? The CRM and the PBX can be integrated by the administrator; no plugins or manual configuration is required for any of the users.
1C (Russian)amoCRMBitrix24ConnectWiseDatev (Plugin)EveryoneAPIFreshdeskFreshsalesHubSpotMicrosoft Dynamics 365Microsoft Office 365Microsoft Outlook (Plugin)MongoDBMS Exchange (Plugin)MS SQL Server, MySQL, PostgreSQLNutshellSalesforceVtigerZendeskZoho
通話報告
• Contact Synchronization – Inbound calls from external numbers trigger a contact lookup in your CRM, and contact details are added to 3CX Contacts. This way, the caller name is automatically shown in your phone display when you receive the call.
• Call Pop-ups – When using the 3CX Web Client, the customer record is brought up to you automatically when you receive an inbound call.
• Call Journals – Calls are logged as call records in the CRM.
• Create a new contact automatically when a call is received from an unknown number.
• Click to Call – Launch calls straight from Salesforce via 3CX, using the 3CX Browser Extension.
Salesforce CRM Integration - Server Side
Integrating Salesforce with 3CX
https://youtu.be/p6uwmfTDzy4
Microsoft Dynamics 365 CRM Integration - Server-side
3CX provides integration with Microsoft Dynamics 365 online CRM.
The configuration is done server-side, in an easy and straightforward way.
This integration provides many benefits to users of 3CX and Microsoft Dynamics 365, including:
•Contact Synchronization – Inbound calls from external numbers trigger a contact lookup in
your CRM, and contact details are added to 3CX Contacts. This way, the caller name is
automatically shown in your phone display when you receive the call.
•Call Pop-ups – When using the 3CX Web Client, the customer record is brought up to you
automatically when you receive an inbound call.
•Call Journals – Calls are logged as call records in the CRM.
•Create a new contact automatically when a call is received from an unknown number.
•Click to Call – Launch calls straight from Microsoft Dynamics 365 via 3CX, using the
3CX Click2Call browser extensions.
https://www.3cx.com/docs/dynamics-crm-integration/https://www.youtube.com/watch?v=qRw60Sgfs9w
Reference Link :
通話報告
Performance ReportsKnowing how well your call center agents perform is vital. Whether they’re slacking and other agents are doing all the work, or they’re performing exceptionally well and deserve a reward, having detailed data is crucial for their development. And the only way to gain this insight is by exporting call reports and analyzing the data.
• User Activity Reports• Extension Statistics Reports• Average Talking Time• Call Distribution
Quality of Service ReportsIt’s not only important to know if your agents are performing well on an individual level, but also how they work as a team. If a customer receives a poor level of service they won’t blame the agents; they’ll blame your company. You need to know if your customers are receiving the exceptional service you promised them and by using the call reporting feature in 3CX you will.
• Queue Callbacks Reports• Statistic & Breaches SLA• Queue answered calls by wait time• Team Queue Calls
Endpoint Device
保安公司牌照 (第三類): 1702
i10/ i10V IP對講機
IP對講系統 (可選視頻型號)
作為室外/大門的視頻對講機
保安公司牌照 (第三類): 1702
SIP 制式 高清視像 高清話音 多重防護
背景降噪 高低溫度 智能保安防拆保障
i30S IP對講機
PA2 視頻+對講+廣播網關
接口豐富，可快速DIY合適的産品形態，滿足各種應用場景的需要。
保安公司牌照 (第三類): 1702
CampusIOT Solution
Yealink (Stock Code: 300628) is a global brand that specializes in video conferencing, voice communications and collaboration solutions with best-in-class quality, innovative technology and user-friendly experience. As one of the best providers in more than 140 countries and regions, Yealink ranks No.1 in the global market share of SIP phone shipments (Global IP Desktop Phone Growth Excellence Leadership Award Report, Frost & Sullivan, 2018).
Ｗｅ ｐｒｏｖｉｄｅ ＶＯＩＰ Ｓｏｌｕｔｉｏｎ
Advanced Contact Center Reporting
Introduction
通話報告
通話報告是對3CX系統裏的分機的通話情况進行的詳細統計。以數據表格的方式呈現。
範圍設定1、設置時間2、選擇分機和所撥打的目的地3、接通/未接通4、持續時長
包含內容1、詳細時間2、分機3、目的地4、應答與未應答5、振鈴時間和通話時間
Call Details Report
分機統計報告
分機統計報告是對3CX系統裏分機內綫和外綫通話的數量統計。細分爲：應答與爲應答的通話數。
範圍設置1、設置時間2、選擇分機
包含內容1、分機2、內綫和外綫的通話數量（應答與未應答的）。3、總的通話時長
按分機組統計電話費用按分機組統計電話費用是對3CX系統裏分機組裏的所有分機通話費用的詳細統計。
3CX的計費標準是按秒計費，而國內的通話計費是按分鐘計費的，所以這個費用統計在國內使用不準確，需手動修改及計算。
範圍設置1、時間設置2、選擇分機組
包含內容1、分機組2、呼叫時間、呼叫者ID和呼叫目的地3、呼叫類型4、呼叫是否被應答、振鈴時間5、通話時長和費用
Call Accounting
按呼叫類別統計電話費用
按呼叫類別統計電話費用是3CX系統裏根據呼叫類型對通話費用的詳細統計。
3CX的計費標準是按秒計費，而國內的通話計費是按分鐘計費的，所以這個費用統計在國內使用不準確，需手動修改及計算。
範圍設置1、時間設置2、選擇分機
包含內容1、呼叫類型2、呼叫時間、呼叫者ID和呼叫目的地3、呼叫是否被應答4、通話時長和費用
Call Accounting
振鈴組統計
振鈴組統計是對3CX系統裏振鈴組的詳細信息及通話情况的統計。
範圍設置1、時間設置2、振鈴組選擇
包含內容1、每個振鈴組及成員
2、每個振鈴組接到的來電及應答的來電
3、全部振鈴組接到的來電及應答的來電
用戶活動（分機活動）
用戶活動是對3CX系統裏分機已接來電與未接來電的統計。以柱狀圖表的方式呈現。
範圍設置1、時間設置2、分機範圍
包含內容1、已接來電數量2、未接來電數量
呼叫分配
呼叫分配是對3CX系統裏所有的呼叫進行內部呼叫和外部呼叫的統計。以柱狀圖的方式呈現。
範圍設置1、設置時間2、選擇分機
包含內容1、外部呼叫2、內部呼叫
隊列平均等待時間
隊列平均等待時間是對3CX系統裏呼叫者撥打電話進隊列所等待的平均時間進行的統計。
又細分成：坐席應答前的平均等待時間和呼叫者挂斷之前或無人接聽的平均等待時間。已坐標圖的方式呈現。
範圍設定1、設定時間2、選擇隊列
包含內容1、坐席應答前的平均等待時間2、呼叫者挂斷之前或無人接聽的平均等待時間
隊列已接電話
隊列已接電話是對3CX系統裏隊列已接電話數量的統計。以柱狀圖的方式呈現。
範圍設置1、設置時間2、選擇隊列
包含內容1、隊列已接電話數量
隊列未接電話
隊列未接電話是對3CX系統裏隊列未接電話數量的統計。以柱狀圖的方式呈現。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列未接來電的數量
隊列已接/未接電話
隊列已接/未接電話是對3CX系統裏隊列的已接和未接電話的數量統計。以柱狀圖的方式呈現。
範圍設置1、設置時間2、選擇隊列
包含內容1、已接電話的數量2、未接電話的數量
隊列呼叫服務概覽
隊列呼叫服務概覽是對3CX系統裏隊列裏坐席呼叫服務數量的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列及其坐席2、接到的來電數量3、應答與未應答的數量，及坐席輪詢次數4、坐席應答時間及平均應答時間
詳細隊列統計
詳細的隊列統計是對3CX系統裏隊列活動數據的詳細統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列名稱2、呼叫數據統計：總數、放弃的呼叫數、應答的呼叫數、應答的呼叫服務占比
3、等待的振鈴時間：總時間、平均的時間
4、應答通話時間：總時間、平均的時間
5、成功回撥的數量
團隊隊列一般統計
團隊隊列的一般統計是對3CX系統裏隊列的常規信息的統計。
範圍設置1、選擇隊列2、時間設置
包含內容1、隊列名稱2、隊列裏的坐席數量3、呼叫數量統計（呼入數量、應答數量、未應答數量）4、總的應答時間5、平均應答時間
放棄的隊列呼叫
放弃的隊列呼叫是對3CX系統裏放弃的隊列呼叫進行的詳細的數據統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列名稱和坐席2、呼叫時間3、等待時長4、呼入的號碼5、輪詢次數6、坐席的登錄狀態
根據客戶的等待時長來統計隊列的已接來電根據客戶的等待時長來統計隊列的已接來電是對3CX系統裏隊列已接來電的數量統計，依據是客戶的等待時長。根據設定的等待時長，來提取隊列在這個等待時長內的已接來電數量。
範圍設置1、時間設置2、隊列選擇
包含內容1、呼叫時間2、隊列名稱3、應答的坐席和呼叫者ID4、振鈴時間5、應答通話的時間
統計SLA
統計SLA是對3CX系統裏的隊列進行SLA時間的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列名稱2、總的隊列接收到呼叫3、違反SLA時間的呼叫數4、違反SLA時間的呼叫數的占比
違反SLA
違反SLA是對3CX系統裏的隊列違反SLA時間的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、呼叫的時間2、隊列名稱3、呼入者ID4、等待時間
隊列回撥電話統計
隊列回撥電話統計是對3CX系統裏隊列回撥電話數量的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列收到的呼叫數量2、隊列回撥的數量3、隊列回撥失敗的數量
團隊隊列未接來電統計
團隊隊列未接來電統計是對3CX系統裏隊列未接來電的數量的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、隊列名稱2、隊列裏的坐席數量3、隊列接收到的總的來電數量4、總的放弃的呼叫數量5、總的等待時間長6、放弃的呼叫數量的占比
隊列回撥電話失敗統計
隊列回撥電話失敗統計是對3CX系統裏隊列回撥電話失敗情况的統計。
範圍設置1、時間設置2、選擇隊列
包含內容1、呼叫時間2、隊列名稱3、被叫號碼4、振鈴時間
隊列坐席統計
隊列坐席統計是對3CX系統裏坐席所在隊列的服務情况進行的詳細統計。
範圍設置1、設定時間範圍2、選擇隊列
所包含內容1、隊列裏的坐席2、坐席的登錄時長3、呼叫的處理情况：應答的來電數、呼叫服務的占比、單元時
間內的應答來電數。
4、坐席振鈴時間5、坐席通話時間
坐席登錄歷史
坐席的登錄歷史是對3CX系統裏坐席的登錄登出歷史進行的數據統計，標記詳細的登錄登出時間。
範圍設置1、設置時間2、選擇隊列
包含內容1、隊列及其坐席2、日期3、坐席的登錄登出時間4、坐席每天的登錄時間5、總的通話時間
Trunk / DID
Trunk / DID可以讓您快速查看到中繼綫和與其關聯的DID的呼入呼叫數量。
範圍設置1、時間設置2、選擇Trunk
包含內容1、Trunk / DID名稱2、呼入呼叫的數量
SIP Trunk & IDAP Price Comparison
SIP Trunk Provider 4 Channel 8 Channel 16 Channel 20 ChannelIDAP (23 Channel)
Direct Fiber ＄ 320 ＄ 480 ＄ 880 ＄ 1,033 $500
Direct Fiber ＄ 320 ＄ 480 ＄ 960 ＄ 1,200 $1,000
Direct Fiber＄ 678
(add ＄150 bundle1G 1-IP Broadband)
＄ 958(add ＄150 bundle1G 1-IP Broadband)
＄ 1,518(add ＄150 bundle1G 1-IP Broadband)
＄1,798(add ＄150 bundle1G 1-IP Broadband)
$1,500
Cloud Platform ＄ 304 ＄ 560 ＄ 1040 ＄1,300 NONE
Cloud Platform ＄ 272(FREE IDD)
＄ 544(FREE IDD)
＄ 1,088(FREE IDD)
＄1,360(FREE IDD)
NONE
New Customer Offer
Annual license / subscription
What’s included in the
annual subscription:
•3CX SMTP Service – receive missed call,
voicemail and meeting notifications
•Security updates
•3CX FQDN service
•Auto renewal of Let’s encrypt SSL
Certificate
•Updates, notifications and use of the 3CX
Smartphone Apps (IOS / Android)
•PBX Upgrades and Updates – includes
new features, fixes and interops.
•IP Phone Firmware and Template Updates
•CRM Updates and additions
•VoIP Provider Templates Updates and
additions
•3CX WebMeeting – Web conferencing
features for all users
以有限資源，創最大價值
Maximizing value with limited resources
經營理念 :
#我們的工作流程
售前顧問 系統示範 現場視察 網絡規劃
系統運作規
劃系統設置現場安裝系統測試
用戶培訓系統管理說
明完工
系統維護及
支援
我們的專貴客戶
中華基督教禮賢會
部份客戶
Customer Service Center(LINKTECH HONG KONG LIMITED)
教育團體客戶Beacon College現代教育Modern EducationThe University of Manchester - Manchester Business School (HK)SDM Jazz & Ballet Academic (Stock code:8363.HK)樂善堂梁黃蕙芳紀念學校 (屯門)樂善堂梁銶琚書院 (西營盤)路德會救主學校 (深水埗)才俊學校 (大圍)東華三院馬錦燦紀念小學 (上水)東華三院港九電器商聯會小學 (粉嶺)東華三院李賜豪小學香港伊利沙伯中學舊生會小學分校 (天水圍)天水圍天主教小學 (天水圍)聖若瑟書院 (半山)救世軍中原慈善基金學校 (柴灣)長沙灣天主教中學順德聯誼總會何日東小學禮賢會恩慈學校循理會白普理基金循理小學迦密愛禮信中學迦密梁省德學校張沛松紀念中學慈幼葉漢千禧小學聖文德書院佛教茂峰法師紀念中學
東華三院- 『越峰成長中心』濫用精神藥物者輔導中心 Tung Wah東華三院 - 平和坊 - 戒賭熱線 183 4633東華三院 - 健康理財家庭輔導中心
東華三院 - 心瑜軒
Hong Kong Police Credit Union 香港警察儲蓄互助社
香港基督教宣道會北角堂 North Point Alliance Church香港基督教宣道會信愛堂 Shium Ay Alliance Church基督教香港信義會真理堂 ELCHK Truth Lutheran Church香港善導會The Society of Rehabilitation and Crime Prevention (YMT)嘉道理農場暨植物園 Kadoorie Farm & Botanic Garden銀髮社平安鍾服務中心 Association of Elderly Ltd綠色和平 Green Peace救世軍 (循環再用計劃部門 + 救世軍家品店) The Salvation Army中華基督教禮賢會中心堂 Chinese Rhenish Church Hong Kong Synod職工盟培訓中心
香港明愛樂苗學前教育及訓練中心耆康會何善衡夫人敬老院聖公會沙田青少年綜合服務中心香港亞洲歸主協會
CFSC 基督教家庭服務中心香港明愛樂晴軒
香港明愛樂苗學前教育及訓練中心明愛樂務綜合職業訓練中心信義宗神學院香港基督教服務處 - 竹園
NGO團體客戶