Contact Center

Creativity & Innovation

Blue Stone offers Contact Center solution for clients who seek to improve communication with their customers via advanced technologies.

In general, implementation and setup of Contact Center requires in-depth knowledge in various market available technologies that need to be coupled with knowledge in business processes, software and hardware; as shown in the diagram below:






Blue Stone has extensive experience in Contact Center and relevant systems from Korea and Thailand, which allows us to understand the pros and cons of many various solutions currently available in the market. Additionally, with such experience, Blue Stone is able to provide the most optimized solution to our clients at the most cost-efficient standards.

IP PBX system configuration described above is a software based approach that works with SIP standard based IP Phones, SIP trunks and VoIP Gateways to provide a full PBX solution – without the inflated cost and management headaches of an ‘old style’ PBX(HW Base System).
IP BPX has all-in-one functions (Integrated IVR, PBX ,CTI ) in one single system (server). With these features, client can achieve all enterprise needs without hassles in cost and maintenance.
Blue Stone employees a team of experts with extensive background in CRM and Contact Center business. Blue Stone can provide solution consultancy for clients who are looking to implement a Contact Center and a Marketing Center for their business efficiency improvement.

PBX (IP PBX)

A PBX (Private Branch Exchange) is a system that connects telephone extensions to the Public Switched Telephone Network and provides internal communication for a business. An IP PBX is a PBX with Internet Protocol connectivity and provide additional audio, video, or instant messaging communication utilizing the TCP/IP protocol stack.

Key Features :

•  SIP Channel Support ( Accessing via Internet , WIFI, LAN )

•  Call Conferencing , Call Transfer, Call Forwarding 

•  Video Call , Video Conferencing ( Desktop Sharing)

•  Call Routing and Distribution via Rule and Skill

•  Integrated Messaging ( Voice , Fax , and Email )

•  Call Reporting ( Avg Call Time , Etc )

•  Mobile Phone Enablement (iOS, Android, Windows )

•  Remote and Multi Sites (Node) Support 

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IVR / IVVR

Interactive voice response  ( IVR ) is a technology that allows a computer to interact with humans through the use of voice and  DTMF  tones input via keypad.

IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed.

Key Features :

•  Voice and Multi Media Response
•  Mobile/Social/Video Dynamic Routing
•  Intelligent Customer Routing  
•  Inbound & Outbound Service Response
•  Self Service Enablement 
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CTI

Computer telephony integration , also called computer–telephone integration or  CTI , is a common name for any technology that allows interactions on a  telephone  and computer  to be integrated or coordinated.

CTI server is providing API and Program to interface with Computer Application ( Customer Information Provisioning , Screen Popup , Etc )

Key Features :

Screen Popup Integration
Soft Phone Integration Enablement
Call Routing
Voice Recording Integration
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For more information on our Solutions & Service offerings, please contact our Sales Representative for free consultation.

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