DAILYHOSTNEWS, November 30, 2011 – OKI (tokyo:6703) yesterday launched its EXaaS Call Center Service, a new item on its EXaaS(TM) cloud computing service menu for the Japanese market. The EXaaS Call Center Service is a cloud-based service designed for corporate customers seeking to open and operate call centers without purchasing, operating, and maintaining their own facilities. In addition to providing standard call center functions, the EXaaS Call Center Service meets the specific needs of individual customers, including optional general call center staffing needs.
The EXaaS Call Center Service can dramatically reduce the cost of launching a call center system, while monthly service fees distribute the total cost of operating a call center over time. To develop and commercialize the EXaaS Call Center Service, OKI built on the foundations of the CTstage(R) 5i-based (which currently holds the highest market share in Japan) CTstage SaaS (announced in September 2010) call center system, to which it added service functions that enable flexible response to the needs of individual customers.
“Cloud-based call center services announced by many other companies tend to offer uniform, standardized menus unable to fulfill the specific needs of individual customers,” said Sei Yano , Senior Vice President, responsible for Solutions and Services at OKI. “OKI has extensive experience in establishing call centers, most of which encompass functionality well beyond standard call center functions, at the same time, responding to the customization needs of individual customers. Drawing on this expertise, OKI has designed the EXaaS Call Center Service to provide not just uniform, standardized services, but services that allow linkage with CRM, FAQ and customized applications, not available from conventional cloud-type call center services, in turn, enabling tailored response to the specific needs of the widest possible range of customers.”
OKI has consolidated calls centers scattered across the OKI Group and set up “OKI Integrated Call Center” which will expand to hold approximately 500 seats in the future.
Moving forward, OKI Customer Adtech, responsible for maintenance and services within the OKI Group in Japan, will provide the outsourcing services to customers who do not have 24/7 reception capability. The service receives incoming calls and recovers failures through “OKI Integrated Call Center”.
About OKI Electric Industry (OKI)
Founded in 1881, OKI Electric Industry is Japan’s first telecommunications manufacturer Headquartered in Tokyo, Japan, OKI provides top-quality products, technologies, and solutions to customers through its info-telecom system and printer operations. Its various businesses function synergistically to provide exciting new products and technologies that meet a wide range of customer needs in various markets.
Website at http://www.oki.com/