Unified Communication Application, making it no longer difficult for enterprises

As people's living standards keep rising, our economy has experienced unprecedented development. The development of the economy is inseparable from the soaring development of enterprises. Therefore, enterprise-level Unified Communication applications have become a hot topic. So how should we apply unified communication? What difficulties does it help us solve? The following is an example.

When customers complain that the after-sales service phone number of sellers is always busy, they may have begun to swear that they no longer consider choosing the products of the store. This is why some retailers complain about the increasing number of outlets, but the smaller the market.

In today's fierce competition in China's retail market, information asymmetry directly causes enterprises to face elimination. If there is a barrier in communication management, retailers can only give 1.1 points of market competition to others. Gary Barnett, CTO and executive vice president of technical services and R & D at Aspect, said in an interview with China Commerce Reporter: "The lack of effective communication is the key to hindering the development of the retail industry, aspect improves enterprise efficiency through unified communication applications."

After-sales service "difficult to find someone"

Many retail enterprises have found that the integration of pre-sales, in-sales, and after-sales services can greatly improve the efficiency of business operations. Therefore, some enterprises advocate "one-stop" shopping. Before consumers come to the store, they will answer all their problems in detail. They are a good guide in the Process of consumers shopping, after the purchase, the consumer plays the role of after-sales service.

Mr. Wang, who lives in Xicheng District of Beijing, drove dozens of kilometers to Chaoyang District to buy a home. The reporter learned that there is a home store near his home. So, why did Mr. Wang want to leave his house close? It turns out that Mr. Wang had bought a combination cabinet at a store near his home, but there were some minor problems in assembly. As a result, Mr. Wang called the merchant for consultation. Most of the time the switchboard was busy, so he could not easily connect to the switchboard, but cut the line during the transfer. Finally, Mr. Wang had his head on his door and business theory. After the fight, no matter how strong the store is doing, he will not patronize it.

It can be seen that communication between customers and sellers is very important. If a merchant originally had a strong after-sales team but had a problem with the customer contact, it would be a loss of money.

However, in real life, such retail enterprises are not uncommon. When a rational consumer evaluates whether the after-sales service can be used as a seller in a timely manner, the retailer should find a way to satisfy the customer's needs.

"Aspect's Unified Communication application can help enterprises eliminate isolated communication islands and make customer-oriented business processes more considerate ." Gary Barnett gave reporters an example of how customers can switch from self-help services to manual services at any time during the customer service call process, and upgrade to professional services if necessary. In this process, the Contact Center Administrator has comprehensive management control and visual observation capabilities ."

According to a survey, enterprise organizations adopting the Aspect solution can increase customer satisfaction by 8% from the original level, increase the customer's first telephone solution rate by 5%, and improve work efficiency by 10%, the maintenance cost can be reduced by 20%.

Low-cost options

"In the case of poor economic conditions, call centers can help enterprises overcome difficulties in both internal and external aspects and seek long-term and rapid development ." Gary Barnett pointed out that the fundamental solution to enterprise communication is to create a call center and complete supporting services on this basis.

"We will find that the new generation of call centers are no longer traditional call centers. The call center we initially defined was a service provided to customers by agents to solve customer problems or make some transactions with customers. However, with the development of unified communication applications, the call center is more extensive. As long as the customer needs it, anyone in the company can participate in the team that helps the customer solve the problem or reach a deal at any time. In this case, enterprises can provide better services at a lower cost ." Gary Barnett said.

However, relevant experts believe that the call center has a very high threshold, which requires a lot of money and a long construction time. After the construction, it is difficult to adjust with the business volume and business form.

Gary Barnett explained that the unified communication application solution provided by Aspect is built on the general computer network and the Microsoft OCS platform, which is not only cost-effective, but also fast to launch, and has high flexibility. "At the Aspect headquarters, you basically don't see traditional telephones and switches. All work communication is based on the Unified Communication Applications of Microsoft OCS and Aspect. We will introduce this solution to domestic retail enterprises to help them comprehensively improve customer contact and internal business processes ."

Gary Barnett stressed: "Unified Communication should not be simply considered a technology, but a process. In this process, enterprises must have a clear understanding of their final goals, which must also contain a large number of planning and test verification work. As long as it is implemented correctly, the Unified Communication Application is definitely a great journey ."