• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Integrated analog hotline number/E1
• Basic routing: automatically routes calls to handlers: according to calling number, rotation
• Simultaneous calls: Unlimited
• Number of hotlines: 2
• Support SIP Phone terminals
• Support IP Phone terminals
• Call recording
• IVR automatic switchboard: 1 level
• Internal PBX switchboard
• Admin interface for employee management and extension management
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Overview report (Quantity report, missed call report, AHT report…)

• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Integrated analog hotline number/E1
• Basic routing: automatically routes calls to handlers: according to calling number, rotation
• Advanced routing: automatically route calls to handlers: work schedule, by time, rotation, last seen, skill based, by customer attributes (vip / blacklist / dynamic field)
• Simultaneous calls: Unlimited
• Number of hotlines: 2
• Support SIP Phone terminals
• Support IP Phone terminals
• Browser terminal support (WebRTC) (Use the browser as a calling device, no plugin required)
• Support terminal numbers are personal mobile numbers
• Call recording
• Interactive call Web interface
• Popup call information
• Popup customer information
• Popup ticket (Automatically open ticket when there is an incoming or outgoing call)
• Search for customer information
• Hold, Mute calls
• Call transfer
• IVR automatic switchboard: 2 levels
• Internal PBX switchboard
• Internal directory
• Monitor employee productivity (Monitor working status, monitor online index during shift, during the day)
• Monitor call queues
• Post-call survey
• Call the extension number directly
• Report login/logout/online/offline time
• Admin interface for employee management and extension management
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Overview report (Quantity report, missed call report, AHT report…)
• Detailed reports (Quantity reports, missed call reports, AHT reports… to each employee)

• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Integrated analog hotline number/E1
• Simultaneous calls: Unlimited
• Number of hotlines: 2
• Support SIP Phone terminals
• Support IP Phone terminals
• Browser terminal support (WebRTC) (Use the browser as a calling device, no plugin required)
• Call recording
• Interactive call Web interface
• Popup call information
• Popup customer information
• Popup ticket (Automatically open ticket when there is an incoming or outgoing call)
• Search for customer information
• Hold, Mute calls
• Call transfer
• IVR automatic switchboard: 1 level
• Internal PBX switchboard
• Internal directory
• Call the extension number directly
• Admin interface for employee management and extension management
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Overview report (Quantity report, missed call report, AHT report…)
• Detailed reports (Quantity reports, missed call reports, AHT reports… to each employee)
• Simbox integration

• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Simbox integration
• Integrated analog hotline number/E1
• Basic routing: automatically routes calls to handlers: according to calling number, rotation
• Advanced routing: automatically route calls to handlers: work schedule, by time, rotation, last seen, skill based, by customer attributes (vip / blacklist / dynamic field)
• Simultaneous calls: Unlimited
• Number of hotlines:
• Support SIP Phone terminals
• Support IP Phone terminals
• Browser terminal support (WebRTC) (Use the browser as a calling device, no plugin required)
• Support terminal numbers are personal mobile numbers
• Call recording
• Interactive call Web interface
• Popup call information
• Popup customer information
• Popup ticket (Automatically open ticket when there is an incoming or outgoing call)
• Search for customer information
• Hold, Mute calls
• Call transfer
• IVR automatic switchboard: Unlimited
• Internal PBX switchboard
• Internal directory
• Voice mail
• Call monitoring: eavesdropping, call hijacking, group conversations, call disconnection
• Monitor employee productivity (Monitor working status, monitor online index during shift, during the day)
• Monitor call queues
• Admin interface for employee management and extension management
• Post-call survey
• Call the extension number directly
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Report login/logout/online/offline time
• Overview report (Quantity report, missed call report, AHT report…)
• Detailed reports (Quantity reports, missed call reports, AHT reports… to each employee)

• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Integrated analog hotline number/E1
• Basic routing: automatically routes calls to handlers: according to calling number, rotation
• Advanced routing: automatically route calls to handlers: work schedule, by time, rotation, last seen, skill based, by customer attributes (vip / blacklist / dynamic field)
• Simultaneous calls: Unlimited
• Number of hotlines: 2
• Support SIP Phone terminals
• Support IP Phone terminals
• Browser terminal support (WebRTC) (Use the browser as a calling device, no plugin required)
• Support terminal numbers are personal mobile numbers
• Call recording
• Interactive call Web interface
• Popup call information
• Popup customer information
• Popup ticket (Automatically open ticket when there is an incoming or outgoing call)
• Search for customer information
• Hold, Mute calls
• Call transfer
• IVR automatic switchboard: 1 level
• Internal PBX switchboard
• Internal directory
• Monitor employee productivity (Monitor working status, monitor online index during shift, during the day)
• Admin interface for employee management and extension management
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Overview report (Quantity report, missed call report, AHT report…)
• Detailed reports (Quantity reports, missed call reports, AHT reports… to each employee)

• Integrate with network hotline numbers that have VoIP or Mobile SIP Trunking
• Simbox integration
• Integrated analog hotline number/E1
• Basic routing: automatically routes calls to handlers: according to calling number, rotation
• Advanced routing: automatically route calls to handlers: work schedule, by time, rotation, last seen, skill based, by customer attributes (vip / blacklist / dynamic field)
• Simultaneous calls: Unlimited
• Number of hotlines: Unlimited
• Support SIP Phone terminals
• Support IP Phone terminals
• Browser terminal support (WebRTC) (Use the browser as a calling device, no plugin required)
• Support terminal numbers are personal mobile numbers
• Call recording
• Interactive call Web interface
• Popup call information
• Popup customer information
• Popup ticket (Automatically open ticket when there is an incoming or outgoing call)
• Search for customer information
• Hold, Mute calls
• Call transfer
• IVR automatic switchboard: Unlimited
• Internal PBX switchboard
• Internal directory
• Voice mail
• Call monitoring: eavesdropping, call hijacking, group conversations, call disconnection
• Monitor employee productivity (Monitor working status, monitor online index during shift, during the day)
• Monitor call queues
• Admin interface for employee management and extension management
• Post-call survey
• Call the extension number directly
• Search and listen to recorded calls (by date, by employee, by customer number…)
• Report login/logout/online/offline time
• Overview report (Quantity report, missed call report, AHT report…)
• Detailed reports (Quantity reports, missed call reports, AHT reports… to each employee)

• Number of simultaneous chats: Unlimited
• Chat Rating (Allow customers to rate the quality of chat answers)
• Pre-Chat form (Form asking for customer information before starting to chat)
• Offline form (Allow customers to send messages when the agent is offline)
• Transfer chat between agents and departments
• Quick response form
• File Sending (Send file exchange between agent and customer): 10 MB
• Internal chat
• Automatic chat routing to employees: rotation rule, skill based, last seen
• Real Time Monitoring (Monitor chat queue indicators, average queue productivity…)
• Customize chat box (Admin customizes information related to chat box such as color, title, greeting content…)
• Overview report (Overview report of chat-related indicators)
• Detailed report

• Number of simultaneous chats: Unlimited
• Chat Rating (Allow customers to rate the quality of chat answers)
• Pre-Chat form (Form asking for customer information before starting to chat)
• Offline form (Allow customers to send messages when the agent is offline)
• Transfer chat between agents and departments
• Quick response form
• File Sending (Send file exchange between agent and customer): 10 MB
• Internal chat
• Automatic chat routing to employees: rotation rule, skill based, last seen
• Real Time Monitoring (Monitor chat queue indicators, average queue productivity…)
• Customize chat box (Admin customizes information related to chat box such as color, title, greeting content…)
• Overview report (Overview report of chat-related indicators)
• Detailed report
• Conversation (When customers leave the website, the conversation automatically converts to email to continue chatting)

• Automatic routing of comments from Page to processing staff: rotation rule, nearest meeting
• Automatic routing of inbox messages from Page to processing staff: rotation rule, skill based, last seen
• Automatically hide comments containing Email and phone number
• Quick response form
• Comment reply interface (Web-based interface in the software)
• Inbox message reply interface (Web-based interface in the software)
• Overview report (Quantity report, miss chat report, AHT report…)
• Detailed reports (Quantity reports, miss chat reports, AHT reports… to each employee)

• Automatically convert missed calls into tickets (Convert missed calls into tickets and share them with staff)
• Automatically open a ticket when the agent receives a call
• Create tickets from the web
• Dynamic field (Enterprise admin proactively changes information fields related to tickets)
• Macros (Define built-in response templates)
• Ticket attachment: 20 MB
• Ticket summary report
• Ticket detail report

• Automatic routing of tickets to processing staff: rotation rule, nearest encounter rule
• Automatically convert missed calls into tickets (Convert missed calls into tickets and share them with staff)
• Automatically open a ticket when the agent receives a call
• Create tickets from the web
• Dynamic field (Enterprise admin proactively changes information fields related to tickets)
• Macros (Define built-in response templates)
• Ticket attachment: 20 MB
• Ticket summary report
• Ticket detail report

• Automatic routing of tickets to processing staff: rotation rule, nearest encounter rule
• Automatically convert voicemail into tickets (Convert voicemail messages left by customers into tickets and share them with employees, tickets have pre-assigned recording files…)
• Automatically convert missed calls into tickets (Convert missed calls into tickets and share them with staff)
• Automatically open a ticket when the agent receives a call
• Automatically convert emails into tickets
• Automatically convert SMS into tickets
• Create tickets from the web
• Create ticket via API (Create ticket via API from 3rd party software): 200 RPH
• Convert tickets between departments and agents
• Dynamic field (Enterprise admin proactively changes information fields related to tickets)
• Survey (Automatically send processing quality survey via email when ticket is closed)
• Macros (Define built-in response templates)
• Evaluate ticket handling quality
• Organization (Grouping customer contacts into the same organization)
• Ticket attachment: 20 MB
• Ticket summary report
• Ticket detail report

• Automatically convert Live Chat into tickets (Live Chat content automatically converts into tickets after ending the chat session)
• Automatically convert Facebook comments and inbox messages into tickets (Interactive content via Facebook page will automatically convert into tickets after the session ends)
• Automatically convert missed calls into tickets (Convert missed calls into tickets and share them with staff)
• Automatically open a ticket when the agent receives a call
• Create tickets from the web
• Dynamic field (Enterprise admin proactively changes information fields related to tickets)
• Macros (Define built-in response templates)
• Ticket attachment: 20 MB
• Ticket summary report
• Ticket detail report

• Automatic routing of tickets to processing staff: rotation rule, nearest encounter rule
• Automatically convert Live Chat into tickets (Live Chat content automatically converts into tickets after ending the chat session)
• Automatically convert Facebook comments and inbox messages into tickets (Interactive content via Facebook page will automatically convert into tickets after the session ends)
• Automatically convert voicemail into tickets (Convert voicemail messages left by customers into tickets and share them with employees, tickets have pre-assigned recording files…)
• Automatically convert missed calls into tickets (Convert missed calls into tickets and share them with staff)
• Automatically open a ticket when the agent receives a call
• Automatically convert emails into tickets
• Automatically convert SMS into tickets
• Create tickets from the web
• Create ticket via API (Create ticket via API from 3rd party software): 500 RPH
• Convert tickets between departments and agents
• Dynamic field (Enterprise admin proactively changes information fields related to tickets)
• Survey (Automatically send processing quality survey via email when ticket is closed)
• Macros (Define built-in response templates)
• Evaluate ticket handling quality
• Organization (Grouping customer contacts into the same organization)
• Ticket attachment: 20 MB
• Ticket summary report
• Ticket detail report

• Email integration (eg cskh@doanhnghiep.com.vn) (Automatically retrieve emails in the shared mailbox to the system): 5
• Automatic routing of Email to processing staff: rotation rule, most recently met rule
• Send Email to customers (Customers receive emails from the business’s general email address)
• Email marketing (1 month / 1 agent): 10,000 Emails
• Email automation (Send automatically according to schedule) (1 month / 1 agent)
• Email summary report (Report on the number of emails received, sent out…)
• Detailed report Email (Detailed report by group, specialist)

• Integrate brand messages (SMS Brand Name)
• SMS Marketing (1 month / 1 agent): 1,000 SMS
• SMS Automation (1 month / 1 agent): 1,000 SMS
• SMS summary report (Report the number of SMS sent by day, week, quarter…)
• Detailed SMS report (Detailed report by group, specialist)

• Create campaign (Create outbound campaign: call, email, sms in 2 manual / automated modes)
• Create a question/answer sheet for the calling campaign (Question/answer sheet will be displayed during the agent’s calling session)
• Import / Export customers into campaigns from file
• Import customers into the campaign from the filter
• Report on campaign implementation results
• Report question/answer results for calling campaigns

• Personal customer management (Each customer is 1 contact)
• Manage organizational customers (Group individual users of the organization into 1 organizational customer)
• Tool for making individual customer segments (Customer classification and analysis tool)
• Dynamic field (user) (Admin can automatically add information fields to users that are appropriate for the business)
• Dynamic field (organization) (Admin can automatically add information fields to the organization that are suitable for the business)
• Merge Contact (Combine separate contact information of 1 customer into 1 view)
• Consolidate information and history of multi-channel customer interactions (All customer information comes from all channels)
• Import/Export customer data
• Contacts & ticket history (Customer interaction history)

• Cost of infrastructure survey, implementation, training: 1,000,000
• Integrated analog number/E1 (1 user / 1 month): 100,000
• Integrate with hotline numbers of networks providing Mobile sip trunk or VoIP
• Support via Email (support@cgvtelecom.vn): 8×5
• Support via Live Chat: 8×5
• Support via Hotline: 8×5
• Service SLA (Service quality commitment): 99%
• Software integration (3rd party) Not supported
• Storage time: ✓
• Historical data storage time: 3 months
• Extend data storage time (1 user / 1 month): 10,000
• Recording file storage time: 3 months
• Extend recording file storage time (1 user / 1 month): 10,000
• Expand hotline numbers (1 number / 1 month): 100,000