Our Company

Established in 2005, Base is currently an expert in implementing Call Center & Contact Center with more than 12 years in this industry. Our hosted solutions firstly are affordable for organizations in Vietnam and secondly provides the world’s best customer experience platform. We learn from our clients business operation to provide exceptional customer experiences while meeting key business metrics.

The Advantages of Call Center Platform

CISCO Technology

This is the world’s top Leader of Customer Experience Platform. We are now presented as Advanced Technology Partner of CISCO in implementing Call Center & Contact Center infrastructure.

High Stability

CISCO's Call Center technology platform accumulated many years of experience in building IT infrastructure for large enterprises, requiring high operational stability.

Applications Integration

Integrating with specialized applications not only helps deliver a good customer experience, but it also brings greater productivity to the workforce.

KEY FEATURES

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Routing stragegy

Automatic Call Distribution - ACD:
Instead of simply sending inbound Call to an available agent, ACD systems categorize calls then automatically check the system to see which available agent has the most relevant skills and experience to help the customer.

Cisco Intelligent Call Routing (Skills-based Routing - Precision Routing):
Cisco's intelligent call routing algorithm helps callers quickly find the right agent with best skills based on the caller's needs.

Database Routing (condition routing):
Routing calls based on predefined conditions - for example routing based on customer type or phone number. It is highly recommended for when you want to set higher priority for any group of customer such as VIP customers.

IVR:
Support flexible greetings (weekdays, holidays), record customer requests via keypress. Support integration with database serving for routing purpose. Support self-service to customer in order to increase the capacity of Call Center.

Re-route on Ring no Answer:
Make sure your customers are always on hand even if the assigned agent misses the call.

Call back:
Advanced callback support, which helps customers minimize waiting times on the switchboard, increase customer satisfaction as well as employee productivity.

Post Call Survey:
Get Customer Surveys after the end of every conversation, automatically by the system.

Outboud Dialer:
Helps speed dialers call out results to achieve more successful call rates. There are many call-out modes: preview, predictive, progressive and auto dialing.

Call Recording:
100% of the calls are recorded for quality control or other purposes.

Working tool

Agent Desktop:
Software with intuitive interface to record every working state of agent throughout a working day. Handling calls has never been easier with the agent desktop application.

Supervisor Desktop:
Similar features available as Agent, the privilege of a supervisor helps them manage the status of agent (control work status, call monitoring, support when needed).

Gadget:
A feature of Agent desktop software, which supports the integration of applications as a utility (as tabs). The staff does not need to operate on multiple monitors, increasing the efficiency and productivity.

Popup:
Support pop up screen to display customer information. Help agents get the full information before communicating with customers.

Working tool:
High-quality Cisco IP Phone 7821 IP Phone and Jabra Headset eliminate the noise specific in Call Center environments.

Report & supervisor tool

Realtime Report:
Real-time reports help to capture the current status of the customer service center, such as the number of customers waiting in queue, the number of agent available to receive the call, the status of each agent. This information helps manager make timely decisions to ensure the center's activities in accordance with requirements.

Historical Report:
Historical reports help to optimize agent performance and improve customer service center performance by providing managers with complete information to help managers make the right decision (KPI for agent, working scheduling ...)

Customization Report:
Customize reports according to demand (support charts, graphs...)

Dashboard Interface:
Allows displaying the most commonly used report on the same screen.

Workforce Optimization

Advanced Quality Management:
Customer service staffs are the ones who directly interact with customers. When agent do not work well, the image of the company will be adversely affected . Advanced quality management maximize agent efficiency and productivity.

Workforce Management:
An artistic and scientific arrangement in the management of employee hours to optimize human costs.

Application Integration

CRM integration:
Store all customer information, create consistency and professionalism in each interaction with customers.

Video contact center:
Intuitive interaction over the internet, document sharing support, and screen sharing transactions between clients and agents.