Tencent Cloud Contact Center (Cloud Contact Center)
Designed to help enterprises quickly build an integrated communication customer contact platform that includes telephone, online sessions, and audio-video calls. The Cloud Contact Center SDK supports embedding the communication console into a company's own business system, providing a stable, integrated unified communication platform.
Agent/Customer Service Personnel
Agent/customer service personnel refer to staff who complete user service tasks with features including the ability to log in, use telephone dial-in and dial-out, online sessions, and audio-video calls.
Integrated Communication Agent
An integrated communication agent has three communication abilities: telephone, online sessions (mainly used for user consultations with customers from inside and outside the WeChat ecosystem), and audio-video calls. TCCC provides integrated communication capabilities, allowing agents to complete telephone calls, graphic sessions, and audio-video calls all within a single workstation.
IVR
Interactive Voice Response (IVR) is the voice service process that users enter when they call a company's phone. Through IVR, users can be guided according to their own needs, using keypad navigation to be directed to the appropriate agent. It's like: Welcome to XX Company. For product inquiries, press 1, for business cooperation, press 2.
Session Service Flow
The session service flow is similar to IVR. IVR application is for telephone reception, and the session service flow application is for graphic text session reception process. Through the session service flow, users can be guided to navigate by key according to their own needs, guiding to the corresponding agent reception. For example: Hello! What can I help you with? For product consultation, please reply "product", for business cooperation, please reply "business".
Inbound Call Pop-Up Window
Inbound call pop-up window refers to the embedding of a third-party page directly into the agent's workstation within the Cloud Contact Center. When a user calls in, this page can pop up with business information related to that user. This information is generally derived from the company's customer management CRM systems, ticketing systems, or order systems, etc., and can serve as a reference for the agent.
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