#Japan #Tokyo #Techmatrix #FastHelp #UC Client-M

Integration of FastHelp and UC Client-M

Techmatrix Inc., headquartered in Minato, Tokyo, and Unified Communications Inc., also based in Minato, Tokyo, have announced the start of an integration between Techmatrix’s CRM system, FastHelp, and Unified Communications’ new CTI client solution, UC Client-M.

This collaboration allows users of FastHelp to utilize Unified Communications’ SIP solution, UC Server-P, together with UC Client-M, enabling features like instant display of customer information upon incoming calls and one-click dialing from the FastHelp screen. As a result, operators can provide smoother and more accurate customer responses, significantly improving operational efficiency and customer satisfaction.

Background

As companies diversify their customer interaction channels, voice communication through phones continues to play a core role in handling complex inquiries and providing high-value support. However, the contact center industry faces challenges such as labor shortages and increased operational burdens, making it crucial to enhance operator productivity while maintaining response quality. Given this backdrop, seamless integration between CTI (Computer Telephony Integration) systems and CRM systems is growing increasingly important for improving operator efficiency and the overall customer experience.

Features of the Integration between FastHelp and UC Client-M

The integration of FastHelp and UC Client-M provides powerful support for operators through the following features:

1. Incoming Call Popup
When a phone call comes in, the incoming information from UC Client-M pops up on the FastHelp screen. If the call is from a registered number, the customer’s information is automatically displayed right when the call is received. This enables the operator to start responding instantly, reducing customer wait times and improving first contact resolution rates.



2. Click-to-Call
Operators can simply click on a customer’s phone number displayed on the FastHelp screen to initiate a call via UC Client-M. This eliminates the need for manual dialing operations, reducing the risk of erroneous calls and streamlining the calling process for operators, thus lessening their workload.

Future Developments

Through this integration, Techmatrix and Unified Communications aim to deepen customer understanding and data utilization by enhancing the collaboration between CTI and CRM systems. This is expected to provide significant contributions to improving productivity in call centers and enhancing customer satisfaction. Both companies will continue to work closely together to support the development of their clients' businesses.

Additional details can be accessed through the companies' websites: Techmatrix Inc. and FastSeries Solutions.

About Techmatrix

Founded in 2000, Techmatrix is dedicated to providing one-stop IT infrastructure services tailored to client needs. Offering services that span across three core businesses: Information Infrastructure, Application Service, and Medical Systems, Techmatrix supports transformations in business models and enhances competitive strengths for client companies. They provide one of the leading contact center CRM solutions in Japan, FastSeries, known for its implementation in various contact centers nationwide.

• - Discover the FastSeries suite designed to optimize operations using AI technology and support customer engagement effectively. It consists of various solutions including FastAnswer (FAQ knowledge system), FastVoice (Voice Bot), FastBot (Chat Bot), and more.

To learn more about FastHelp, visit FastHelp Product Page.