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OKI Delivers CTstage 5i Call Center System to Keiwa Business

January 20, 2011

Tokyo-based OKI Networks, specializing in the design and manufacturing of telecommunication products, announced the delivery of its “CTstage 5i” call center system to Keiwa Business, an outsourcer in the field of various information processing services.

Keiwa also provides services like system development, data input, direct marketing and business forms printing. The system is expected to be used for “Weicall,” the mobile telephone interpretation system for Chinese tourists offered by Keiwa Business.

According to company officials, Weicall provides Chinese interpretation services for commercial facilities and tourist attractions via mobile phones. In November 2010, Keiwa Business launched a 40-seat call center to provide interpretation services and the company plans to expand the center to 100 seats in February 2011.

In a release Hidetoshi Saigou, president of OKI Networks said, “The growing numbers of visitors to Japan in recent years have raised expectations for the availability of cost-effective interpretation services.”

“In response to this need in Hokkaido in northern Japan, Keiwa Business has developed a mobile phone interpreting business in partnership with SOFTBANK TELECOM. The high audio quality achieved between the two mobile phones and the call center, its flexibility when numbers of seats need to be expanded, and the ability to customize applications were all key points in selecting a call center system to serve as the foundations for this service,” Saigou added.

This service includes the installation of two mobile phones at commercial facilities and tourist attractions in and around Sapporo city, a popular destination for foreign tourists and in other areas of Hokkaido and throughout Japan.

In case interpretation services are required, the attendant accesses the call center from the mobile phone which will be connected simultaneously through CTstage’s conferencing function. This three-way communication ensures that the attendant and the tourist get access to interpretation services through the operator, explained OKI sources.

Also the system will help customers to manage customer (store) information and billing information by linking CTstage to the “QuickCRM” system from MIT System Research Institute. This makes real-time status updates possible for each store by automatically adding mobile phone call duration information acquired through CTstage.

OKI Data Corporation, an OKI Group company like OKI Networks specializing in the professional color printer business received the “ESCO (Energy Service Company) Project Award 2010” for its OKI Data Manufacturing facility in Thailand in recognition of its proactive efforts to promote resource conservation.

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Shamila Janakiraman is a contributing editor for ContactCenterSolutions. To read more of Shamila’s articles, please visit her columnist page.

Edited by Janice McDuffee