Where there are people, there are interactions. Where there exist interactions, there exist management requirements. Where there are interaction management requirements, there must be something we can offer:

－ Enterprise Interactions Management Solutions

－ Telecom Valued Added Servi

－ Call Center ASP Solutions

－ Outsourcing Services Solutions

Where there are people, there are interactions. Where there exist interactions, there exist management requirements. Where there are interaction management requirements, there must be something we can offer.


Enterprise Interactions Management Solutions

－ We provide solutions to industries of telecommunications, banking, insurance, securities, distribution, power utilities, postal & express delivery, airline and transportation, manufacturing, repair & maintenance, entertainment, hospital, and government.

－ Based on the infrastructure placement, we have all kinds of front-end interaction solutions that are integrated under Genesys framework; and we also provide enterprise information management solutions for back-end legacy data exchange and integration.

－ Based on the application natures, we provide real-time customer service and sales solutions which are generally called as Interaction CRM, and workflow management tool sets to integrate the operation environment cross departments and enterprises (Collaboration CRM), and Analytical CRM for building the best predictive customer interaction models.

－ Based on the application objectives, we have solutions for customer oriented sales and services management as well as call center resource oriented management.

To enterprises, the call center improvement will be a series of phrased projects required continuous attention and investment. Our experience shows that enterprises usually will begin immediately the next phase when they see some success indicators, no matter the initial targets are for service quality upgrade, business generation, or costs saving. We have also observed that a success in customer service system implementation will affect enterprise's growth in the long run. Our real cases have proved enterprises can enjoy exponential growth for "20% customers for 80% turnover" customer value theory.

eSOON will continue contributing our know-how and experience to our customers for their glory future.


Telecom Valued Added Services

－ Telecommunications companies have the advantages of oligopoly positioning, vast customer base, and extended network coverage. They also bear the anxiety from free competition due to the deregulation of this industry. There exist many examples worldwide that a huge giant may go bankrupt or merged by the competitor over night.

－ To improve customer services and explore new revenue streams, worldwide famous telcos start working on added value service provision. The most recent ones are:

　　1. Providing network routing services for enterprises to link multi-site call centers from a higher network architecture. It can save them with unnecessary costs (including people, connection ports, and long distance fee or bandwidth usage) during call transfer.

　　2. Providing enterprises the leasing options of call center related equipments (known as Managed Network Call Center Solutions) and ASP solutions (descriptions as below). It helps enterprises to leverage telco's infrastructure and save costs in initial investment and continuous maintenance.

　　3. Providing on-line connection service to connect enterprises and their clients immediately after the queries from directory service. Enterprises can gain from instant business opportunities.


Call Center ASP Solutions

－ This is a viable service option and can be offered by telcos and ISP providers with ample network infrastructure and telecom equipments.

－ eSOON provides comprehensive suite of ASP solutions that are composed from Ezactor (for designing service and campaign business flows), Genesys (for managing call traffics of IVR and agent seats as well agent work scheduling), other applications and DB connection modules (customer profile and billing), and management reports for multi-faceted efficiency/effectiveness improvement.

－ Because our solutions are all rooted with the multi-tenants feature, with one suite of systems the ASP provider can offer their clients with the independent operation alternative.


Outsourcing Services Solutions

－ Although we don't offer outsourcing services, we do have many enterprise customers are in this industry category.

－ eSOON outsourcing solutions are packaged from the full suite or partial of our ASP solutions. For enterprises the benefits of using outsourcing services are:

　　1. if their scales are small, it saves them more costs to outsource than self-run

　　2. it gives them the flexibility of running seasonal campaigns at the cost model of "pay as you go"

　　3. they can entrust and learn the professionalism in operation and management from the outsource companies.


－ We are pleased to introduce enterprises to our customers of outsourcing businesses in the Greater China.