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OKI Provides Its CTstage to Dai-ichi Mutual Life

December 06, 2007

Oki Electric Industry Co., Ltd. has announced that Dai-ichi Mutual Life Insurance Company, one of Japan’s largest insurance companies, has selected OKI’s CTI (computer telephony integration) server, “CTstage,” for their contact center system.

The system—which has been operational from October 2007—unifies call-receiving operations and management for approximately 600 phones at centers in Tokyo, Osaka Nagoya and at its headquarters.
In 2003, Dai-ichi had installed OKI’s contact center system to increase the number of phone calls it can handle and the number of operators. Oki Electric officials stated that to achieve higher customer satisfaction, Dai-ichi selected OKI’s IP contact center “CTstage” to upgrade their system infrastructure.
The new system is expected to consolidate server equipment at the data center, instead of being dispersed at each service center, and has been designed to seamlessly connect with service centers. In addition, according to Oki Electric, the system also reduces the system operation load at the service centers. The officials explained, by using multiple data centers, Dai-ichi can still continue to operate even if a data center is stricken by disasters or if a system failure occurs.
“We are pleased to establish Japan’s largest contact center system in the insurance industry, with our advanced CTstage,” Shigeru Yamamoto, president of financial solutions company at Oki Electric Industry, said in a press statement.
He also added that as his company plans to further expand the number of operators and functions, “we will offer total support and respond to their needs in a timely manner. In addition, leveraging this achievement, OKI will provide contact center systems to other insurance companies who plan to upgrade their quality of customer service.”
The newly achieved functions of OKI’s CTstage are one call completion and contact center function accessible from anywhere. Shigeru explained that one call completion enables customers to complete their business in a single phone call. He added, “Dai-ichi enables escalation of the reception screen to specialty divisions at headquarters or to other service centers.”
Anshu Shrivastava is a contributing editor with ContactCenterSolutions.