OKI Launches EXaaS(TM) Centralized Call Reception Service

OKI today launched its EXaaS Centralized Call Reception Service, a new item on its EXaaS(TM) cloud computing service menu for financial institutions operating in Japan. The EXaaS Centralized Call Reception Service reduces call-handling burdens at specific sites by offloading calls to a call center. Skilled operators take calls to achieve call-handling services of the highest quality and customer satisfaction.

Calls made to retail locations differ in various aspects, including site location, hours of operation, products, orders, and the nature of the requests and claims received. Handling all these calls often requires staff to drop their work, reducing work efficiency and increasing the likelihood of human error. Additionally, not all locations have the trained and skilled operators needed for appropriate call handling, leading to inconsistent service and lower customer satisfaction.

As options, OKI will as well provide telephone banking and telemarketing functions that have proven track records at financial institutions. The EXaaS Centralized Call Reception Service as well meets the requirements of BPO(1) services.

[Glossary] *1: BPO stands for Business Process Outsourcing, an arrangement whereby a company consigns planning, design, or management operations for front or back office functions. *2 : IVR stands for Interactive Voice Response, an automated voice response function.