Fondesk 和 Twilio：通过创新的呼叫应答平台彻底改变客户服务
技术
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 水泥
适用功能
- 销售与市场营销
用例
- 语音识别
关于客户
Fondesk 已经有了一个非常强劲的开端，并且迄今为止呈现出前所未有的增长。 Fondesk平台上注册了超过40万名经验丰富的呼叫中心接线员，迄今已接听超过50万个电话。由于 COVID-19 大流行，远程工作的转变和增加有助于促进 Fondesk 的增长，该公司希望与 Twilio 合作扩大其业务。
挑战
虽然呼叫应答服务并不新鲜，但 Fondesk 创建了一个新平台，使企业能够轻松快速地在线实施此类服务，使企业能够立即联系经验丰富的接线员。一旦业务建立，接线员就准备好询问客户呼叫的目的，然后通过指定的聊天服务或电子邮件进行跟进。只需一台电脑或智能手机，大大小小的公司就可以在不到五分钟的时间内有效地外包呼入的客户呼叫，几乎没有停机时间，从而提供高质量的客户服务。
解决方案
为了使这项服务尽可能无缝，Fondesk 评估了一些解决方案，但发现 Twilio 的 API 对开发人员非常友好，这使他们能够在短短三个月内构建和启动该服务。 Twilio 的 Flex Manager（任务路由器和同步）、可编程语音和可编程 SMS 平台有助于解决应答服务在设置之前需要解决的硬件和软件挑战。但 Twilio 的解决方案消除了为家庭运营商安装、部署和操作电话设施的需要，也无需建立集成呼入和呼出呼叫以及语音服务的操作控制中心。相反，Fondesk 只需一台 PC 和互联网连接即可轻松快速地构建控制中心。
运营影响
数量效益
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