【事例】電話相談のスペシャリストたちが選んだコンタクトセンターソリューション導入で1 つでも多くの悩みを解決できる訳とは？

Iwatsu Electric’s Cloud service WiCloud utilizes Genesys’ PureConnect as its platform. This time, we asked the user, Dial Service Co., Ltd., about the purpose of replacing the system with “WiCloud” and the effect of introducing the system.

 

Since the establishment of the company in 1969, Dial Service has focused on telephones to “eliminate people’s anxieties, dissatisfactions, and inconveniences, and contribute to the creation of a truly affluent society that is safe, secure, convenient, and comfortable to live in.” We have provided the consultation service. In 2016, the system was replaced with the cloud service “WiCloud” based on Genesys’ PureConnect.

■ Challenges

・ Necessity of strengthening BCP

-Operability of the old system consisting of two on-premises PBXs

・ Improvement of system maintenance work, which was a burden on the information system department

 

■ Solution

・ Achieve BCP enhancement by making the system cloud-based

-Improved operability by centralizing the call center system into a highly functional and easy-to-use PureConnect-based WiCloud.

・ Significantly reduce the workload of system management through cloud computing and cooperation with RPA.

 

■ Achievements

-All functions are integrated into one platform, improving operability. In an environment where counselors can concentrate more on dialogue

・ Supervisors can also set different reception hours and priorities for each client so that more consultations can be handled.

・ Smooth search and playback of recorded audio by linking with CRM tools

・ To reduce the management load of information system personnel and focus on the original work

・ By adopting a private cloud, expandability to system linkage and customization is ensured.

 

Communication Center mission and history of replacement

We have provided services that connect “people in need” and “experts” who can solve their problems. Specifically, we operate a telephone consultation service for pediatric emergency, mental health, bullying, harassment, etc., on behalf of local governments and companies. One of the characteristics of our company is that 95% of the counselors who actually provide consultation are qualified persons (nurses, clinical psychologists, industrial counselors, etc.) and follow such a wide range of fields. Everyone is proud to be involved in work with a high degree of social contribution, feels rewarding, and engages in consultation work with the desire to “help as many people as possible.” The mission of the communication center to which the counselor belongs is to “eliminate the anxiety and dissatisfaction of the counselor through” Dialog “.” Therefore, the call center system must be comfortable for counselors to focus on dialogue. (Mr. Kimura)

In 2016, Iwatsu Electric introduced “WiCloud (cloud service based on Genesys’ PureConnect)”. Until then, the communication center system had been built with two on-premises PBXs, but in order to strengthen BCP, we considered using the cloud as the starting point for replacement. When replacing, hearing the requests from the Communication Center and responding to them was the decisive factor in selecting WiCloud. In particular, I remember that “the ability to make three-way calls smoothly” and “the ability to monitor the presence or absence of waiting calls in real time” were highly evaluated. (Mr. Ando)

 

Results of introduction and future prospects

As a communication center, it has become easier to make three-way calls than before, which is really helpful. For example, in health counseling, it is not uncommon for a counselor, a counselor, and a doctor to talk to each other. However, with the old system, the operation was complicated, and even a slight mistake in the operation could cause the phone to hang up. In that respect, with WiCloud, all operations related to calls can be completed on one screen, and that is no longer the case. Also, by linking with the CRM tool, it is possible to play back the voice recorded from the correspondence history, but I am grateful that this makes it easier to search and play back the call record. In any case, the counselor says, “The new system is easier to use and the work efficiency has improved.” (Mr. Ichikawa)

Currently, we provide about 300 services, but supervisors can now change the service priority in real time according to the busyness of the consultation desk. Until now, only the system part could be changed, which greatly contributed to the improvement of the service level compared to when the response was the next day. It is also necessary to change the reception hours at the counter during the New Year holidays and Golden Week. In the previous system, the setting was changed manually, but now it is set automatically in combination with RPA. The system is running 24 hours a day, 365 days a year, but I have never had any trouble. (Mr. Ando)

Also, if the counselor’s work such as report writing work can be streamlined, we will receive as many consultations as possible.

You can kick it. The introduction of WiCloud has definitely improved the work efficiency of counselors, but we will work to further improve the work efficiency in order to support as many people as possible who have problems. Specifically, as BCP measures, we are considering working from home, increasing the number of bases, and integrating the SNS consultation function that is currently operating in another system. In any case, these things are possible because of the private cloud platform called WiCloud. (Mr. Kimura)

 

* Click here to download the case leaflet (jump to the Iwatsu Electric website)

https://www.iwatsu.co.jp/product/ens/case/casedl_dsn.html

 

About dial service

We provide outsourcing services such as telephone consultation services for companies and local governments. Most of the counselors who are enrolled are qualified nurses, clinical psychologists, social workers, etc., and have a good reputation for their ability to solve problems through specialized knowledge and careful dialogue. “Baby 110”, which started its service in 1971, is famous as the world’s first telephone consultation service. Currently, in addition to medical consultations for illnesses and injuries, we are developing a variety of services that meet the needs of society, such as “comprehensive support and consulting services” centered on whistleblowing and harassment consultation counters.

 

Trade name: Dial Service Co., Ltd.

Date of establishment: May 1, 1969

Representative Director: Yuri Konno

Capital: 100,000,000 yen

Number of employees: 287 (as of the end of April 2019)

Location: 6-2 Sanbancho, Chiyoda-ku, Tokyo Sanbancho Yayoikan 4th floor

Business contents: Hotline service, telephone consultation service, etc.