Contact Center Solution

Active Contact Center @SCENE

@SCENE is our integrated contact center package.
@SCENE escorts the user through the correct workflow without he or she having to think by accurately displaying the information needed at the time in a variety of situations.
Supported by the quick, powerful response and high reliability of @SCENE, we deliver the top contact center service in Japan to clients.

Multi-channel	Increases efficiency by providing a contact display list regardless of contact channel Channels: Telephone, e-mail, fax, face-to-face sales, internal, post, web
Simple, effective contact entry	Increases efficiency by providing a contact display list regardless of contact channel Standardizes operator skill levels through integration with FAQ and talk scripts
Workflow	Supports the flow of work handled by more than one staff member Prevents processing omissions caused by crossed contact in work requiring coordination between separate locations, departments, etc.
ASP Model/Branch Service Provider Model	Enables information-sharing between multiple locations, branches, etc. Supports the delivery of customized information (FAQ, talk scripts) as required by the nature of the locality at each location
Security	Features in-built security mechanisms enabling important customer information to be handled with peace-of-mind throughout the entire package (Encryption, settings identifying work parameters and powers of authority per staff member)
Outbound	Optional support for questionnaires, campaigns and direct mail available Enables preparation of contact lists based on a set of combined conditions and sequential contact with one click/Enables simultaneous outbound contact

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Features

Easy and Effective: Contact Information Entry

Contact history management with @SCENE is easy, enabling users to select from three categorized levels when entering contact information. With @SCENE, it is also possible to record multiple types of contact information from a single contact experience.

Highly precise, uniform historical data storage: (Eliminates text entry complications and the problem of diverse entry mannerisms among multiple staff)
Improves response to customers' questions and standardizes operator skill: (Links contact information categories with FAQ and talk scripts)
Requires no special tools for marketing and workflow reviews: (Provides easy acquisition of work statistics from the contact history)

Powerful Workflow Support

The @SCENE workflow engine provides powerful support for work involving multiple locations or departments, and smoothes out the flow of work that tends to get backlogged. For example, it provides wide support for everything from a simple process such as "assigning salespeople to potential new customers and notifying them" through to more involved processes that could be established as independent systems on their own, such as the mail-out of pamphlets.

ASP Ready

@SCENE was designed with the ASP model and Branch Service Provider model in mind from the planning phase. For that reason, @SCENE can simultaneously operate multiple contact centers through a single system. Yet there is absolutely no risk of mixing customer information because each client's database is kept completely separate.
The Branch Service Provider model switches all calls to a contact center. It delivers a comprehensive level of service by ensuring the independence of data specific to one branch from the database of information common to all branches.

Strict Security

Protecting personal information is an essential requirement of these information systems. @SCENE features a default advanced information management function serving this requirement.
@SCENE ensures a high level of "peace-of-mind" by incorporating information concealment security which prevents information leaks while maintaining the "information-sharing capacity" needed to improve the convenience of contact center systems.

Data encryption: All information on the database which enables customer identification is encrypted.
Data separation: Data is not dependent on the location, number or scale of database servers.
Work parameter settings: @SCENE checks the logged-in user's powers of authority before authorizing all operations. Setting suitable powers of authority for each staff member ensures that the required level of security is kept.

Framework

@SCENE Contact Center Framework

@SCENE is comprised of packages with various functions, plug-ins and options, among which clients can select only the necessary functions required for their business.

@SCENE Package Components
@SCENE/CORE	Basic package
@SCENE/CC	Contact center package. Provides telephony control functions such as PBX and unPBX.
@SCENE/SHIPPING	Mail-out support package. Integrates with the @SCENE system to support the process of mailing out pamphlets, etc.
WFE	Workflow support engine (included in the basic package)
XL	External system integration connector. Enables data integration with other systems such as trading systems.
EMC	E-mail connector. Adds e-mail as a contact channel. Integrates with the e-mail server and saves e-mail sent to specific addresses to the contact history.
EEMC	Expanded e-mail connector. Integrates with the client's existing e-mail server, enabling contact with customers through individual e-mail addresses in sales and other departments.
FAXC	Fax server connector. Integrates with the FAX server to manage fax images as contact history.
WEBC	Web system connector. Directly reads information from data input forms on the web such as pamphlet mail-out request forms.
SEMINAR	Seminar information support option. Integrates with the contact history to enable seminar promotions, handle seminar inquires, and store information about prospective attendees.
QUESTIONNAIRE	Questionnaire information support option. Interfaces with the respondent's contact history and saves the content of their answers from questionnaire records.
PUSH	Simultaneous outbound contact support option. Enables listing of target customers from search results and simultaneous or sequential outbound contact via telephone, e-mail or other supported channels.