Runto OLS Online Customer Service System

• Five Core Advantages of RuntoOLS
  

  Ø  Private cloud deployment with stability and scalability, providing carrier-grade service quality

  Ø  Cloud security strategy, offering robust data security and application security

  Ø  Customizable development to meet personalized needs

  Ø  Standard interfaces for fast and easy docking

  Ø  Dedicated technical support with 7*24-hour service

• Omnichannel Message Access & Multi-Platform Collaborative Interaction
  

  Ø  Unified Access: Customer requests from different media channels can be connected to a unified load balancing processor

  Ø  Unified Routing: The load balancing processor can forward messages to different media processing platforms

  Ø  Unified Queuing: Allocating messages to corresponding agents uniformly according to requirements

  
  

  

• Combination of Human and AI, Leading Service Technology Innovation
  

  Ø  Robots can receive customers independently, reducing the pressure on human services

  Ø  Seamless connection and smooth transition between robot and human services

  Ø  Robots assist human agents in processing work, improving service quality and work efficiency

  
  

  

• Intelligent Queuing and Routing, Professional Service Level
  

  Ø  Distributed cache processing mechanism for storing massive data

  Ø  Stable and efficient cache reading and writing mechanism with large throughput

  Ø  Isolation of report data and session data to ensure session stability

  Ø  Separate table storage of report data for different enterprises to ensure data security

  
  

  

• Integrated Acceptance Platform, Multi-Channel Business Integration
  

  Ø  Unified acceptance page for multi-channel with unified pop-up screen

  Ø  Real-time monitoring of agent status, supporting transfer/monitoring/forced insertion

  Ø  Customizable user information page, supporting integration of third-party page data

  Ø  Configurable quick reply for common phrases and intelligent reply function

  Ø  Auxiliary functions such as star marking and inviting new users to modify personal information

  
  

• Cross-Platform Data Sharing, 360-Degree Comprehensive Customer Service Platform
  

  Ø  Pop-up Screen Sharing: Automatic pop-up screen for multi-channel access; comprehensive display of customer and related information the moment a customer accesses the system

  Ø  Work Order Sharing: Unified processing of work order records, historical data, processing processes, etc.

  Ø  Information Sharing: Shared customer information across different service channels such as telephone service and chat service

  Ø  Data Sharing: Shared knowledge base, order data, recordings, chat sessions and other data

• Monitoring, Statistics and Analysis, Professional Management Tools
  

  Ø  Monitoring agent work performance such as call volume, answer rate, queuing and session duration

  Ø  Classified summary of agent data including answer rate, call duration and response time

  Ø  Statistics of agent data such as login and call duration

  Ø  Statistics of changes in agent work status

  Ø  Detailed recording of information for each call including duration, customer service ID, response time and number of messages

  Ø  Classified statistics of various data of robot customer service

  Ø  Statistics of content and duration of each session

  Ø  Statistics of the number of messages and processed messages