Call center, pick Gang Yun or private cloud.

According to Frost&sullivan's digital research, the Asia-Pacific region's cloud-based and hosted call center market is expected to grow by more than 15% a year by 2009, up to $1.25 billion trillion by 2016. In the area of Cloud call center, the public cloud, private cloud and other forms of cloud call platform has emerged, this market has become a real blue sea market, the prospects are very broad.

While there are huge opportunities in the market, but CIOs are also facing the challenge of choosing a public cloud or a private cloud call center, and finding the right way to do it, without bottlenecks, without hindrance, and to bring more value to the business.

Public cloud PK Private Cloud, the more recognized core difference is the resource control ability and customization degree. From the security and privacy, the current private cloud still occupies a certain advantage, but many capable of the public cloud operators also adopted a number of methods to reduce risk, to meet customer security needs.

For call centers and contact centers, the most important value of cloud computing platforms lies in distributed deployment and large data acquisition and analysis capabilities. This business value can be achieved either by Gang Yun, private cloud or mixed cloud. With the virtualization and resiliency benefits of cloud computing, the cloud call center can work together across the region, centralize management of multiple distribution points, unify the queue of unified routing, help customers save cost, improve service quality, collect interactive process data and result data by point, and combine with Distributed file, memory, database and computing technology to analyze massive data. , help enterprises to refine their portrait of customers, improve the turnover rate and output per capita.

Domestic cloud computing Call center market leader Bird Software said, choose Gang Yun or Private cloud, mainly look at the enterprise management model needs. Private Cloud Call center is more suitable for the global deployment of resources and policy compliance requirements of the Group enterprises, such enterprises want to adopt a more integrated, intensive, collaborative matrix management, from the overall high level of unified deployment of all resources, headquarters has a stronger centralization capacity, Through flexible real-time scheduling and dynamic adjustment of resources to achieve strategic marketing goals. Such companies can get higher resource control and faster adjustment through private cloud.

And the public cloud call center is more suitable for the need for rapid opening and hosting operations services enterprises, such enterprises are not only SMEs. In the bird's public cloud call center operating platform, we see in addition to E-commerce, tourism ticketing, education and training, and other small and medium-sized enterprises, there are many large insurance companies and manufacturing enterprises to choose the public cloud. Their common characteristics are more traditional "pyramid-style" organization and management model, the Customer service center or distribution center between the division of labor, resources and tasks relatively stable, do not need dynamic and real-time deployment. Of course, for the choice of public cloud call center of the Enterprise, the service provider's operating scale and the ability to serve is to focus on the consideration.

Whether Gang Yun or private cloud, "to move the call center to the cloud" has become the general trend, what kind of deployment needs to combine the specific management needs of enterprises, business forms, operations and technical capabilities to consider synthetically.