Call Center Software Featured Article

EXaaS Call Center Service Launched by OKI

By Carolyn J Dawson
TMCnet Contributor

The EXaaS Call Center Service has been launched by OKI (News - Alert). This service is the latest addition to the EXaaS cloud computing services provided by OKI for the Japanese market. Corporate customers who do not want to purchase, operate and maintain their own facilities but still want to open and operate call centers will find this service beneficial.

The EXaaS Call Center Service is a cloud-based service which provides the standard call center functions. The specific needs of individual customers, including optional general call center staffing needs are also met by the EXaaS Call Center Service.

The cost of launching a call center system can be dramatically reduced with the EXaaS Call Center Service. The total cost of operating a call center is distributed over time with the monthly service fees. OKI has built on the foundations of the CTstage 5i-based SaaS (News - Alert) call center system in order to develop and commercialize the EXaaS Call Center Service. Service functions that enable flexible response to the needs of individual customers were also added by OKI to this system.

In a release, Sei Yano, SVP for Solutions and Services at OKI said, “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. 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.”

According to Yano, OKI has designed the EXaaS Call Center Service drawing on this expertise. Apart from the uniform, standardized services, the EXaaS Call Center Service allows linkage with CRM, FAQ and customized applications. The specific needs of the widest possible range of customers can be therefore provided tailored responses.

Calls centers scattered across the OKI Group have been consolidated by OKI to set up “OKI Integrated Call Center”. In the future, the call center will be expanded to hold approximately 500 seats.

Outsourcing services will be provided by Adtech to customers who do not have 24/7 reception capability. Adtech is a customer of OKI and is responsible for maintenance and services within the OKI Group in Japan.

In other news, OKI recently launched the EXaaS PC life cycle management service as a new component of its EXaaS cloud computing service menu for the Japanese market.

This LCM service, which is the first phase of the life cycle management (LCM) service for office IT equipment, follows in the footsteps of OKI's ATM-LCM Service. This service offloads to OKI time-consuming operations and management tasks associated with PC LCM. OKI's EXaaS PC-LCM Service offers three services: Procurement and maintenance service; asset management service; and PC asset and security management SaaS, the company added.