Access by KAI
As its business grew and customer service needs increased, the KAI 121 Contact Center realized that the old communication system it used was no longer efficient in terms of cost or technology. The PBX system used previously required very high investment and operating costs, making it less flexible to support the company’s future business strategy.
With the development of toll-free calling services based on VoIP technology that run entirely over the internet, the KAI 121 Contact Center needed a modern communication solution that is more economical, flexible, and easy to integrate. After an evaluation, the company decided to move to 3CX as its unified communications platform.
Challenges
Before using 3CX, the KAI 121 Contact Center faced several main challenges:
- Very expensive licensing and maintenance costs for the existing PBX system
- The need to fully support VoIP-based toll-free calling services over the internet
- Limited integration between the old phone system and the company’s internal applications
- The need to distribute calls to agents at different locations (sites) in real time, stably, and optimally
The old system could no longer keep up with the growing needs of the business.
Solution
By implementing 3CX, the KAI 121 Contact Center successfully transformed its communication system without sacrificing service quality. 3CX offers much more economical costs compared to the previous system, while still providing features equivalent to the previous PBX system, including call routing, queue management, and monitoring.
In addition, 3CX can be integrated directly with the Access by KAI smartphone app, so VoIP-based calls can be made directly through the app by KAI customers. All toll-free calling services now run 100% over an internet connection, without depending on conventional telephone infrastructure.
Another advantage of 3CX is its ability to distribute calls to agents at multiple sites in real time, with stable and optimal performance, so customers are always connected to an available agent.
Results Achieved
After using 3CX, the KAI 121 Contact Center gained a number of tangible benefits, including:
- Significant operating cost savings compared to the previous PBX system
- Implementation of a more flexible and scalable VoIP-based toll-free calling service
- Integration of the phone system with the Access by KAI app
- Faster, more stable, and more efficient call distribution to multi-site agents
- Improved quality and reliability of customer service
With 3CX, the KAI 121 Contact Center now has a modern communication system ready to support business growth and future customer service needs.
