Contact center and new potential of cloud future

Undoubtedly, customer relationship is an important indicator to show the competitive advantage of enterprises, it can not only make enterprises more competitive, but also strategic significance for the development of enterprises. Understanding Customer relationship Management can ensure that customers meet new expectations, and, more importantly, anticipate future customer needs.

However, customer relationships are constantly changing, and the time to use simple answering devices is long past. The internet has largely replaced paper-based exchanges, with smartphones replacing fixed-line phones. As a result, the development of new technologies has brought new habits of use, and customers want to be able to contact any location, any time, and they expect quicker and even immediate responses. Another major trend is the rise of social networking, which leads to more rapid dissemination of information. As a result, businesses need an effective infrastructure that integrates and processes massive amounts of data from different sources around the world. Cloud computing is a very appropriate solution to meet these new challenges.

Although cloud computing has not really become a mainstream, it is triggering an IT market revolution. Expensive infrastructure and professional technicians are able to "pay on demand", and this is the first time they have been able to use IT resources on their own request. Businesses can use different types of cloud computing services, such as SaaS, IaaS, and PaaS. Gartner is confident that this will be a trend and predicts that by 2015, the global market for cloud computing will grow at a rate of 20% a year.

Cloud computing: Technology for contact centers

Cloud computing, especially SaaS, has continued to be one of the most dynamic it markets. In 2010, the Global cloud computing market value of nearly 38 billion U.S. dollars, and by 2015, this figure is expected to reach 121 billion U.S. dollars, annual growth of about 26%. SaaS Services alone create 73% of the revenue, with three parts of collaboration, content, and communications accounting for One-third.

The contact center is bound to be affected by this change, which will bring more flexibility to the business. Do you need more capacity along with business growth? The number of workstations can be increased in real time. Contact center seating too far away from the customer? You can use the Internet to login unique management interface to obtain customer history. Because of the cloud-based contact center infrastructure, companies can pay for the latest technology on demand, making it easier to use technical resources to service their business needs. This flexible use not only can save money, but also create new business opportunities.

Cloud Contact Center: It has become a reality

Analysts say the use of contact centres has grown rapidly, as evidenced by the following data:

The managed contact center grew by 20% in 2012 and is expected to grow by 18% in 2013 years.

40% of companies will evolve into a new customer relationship management platform in SaaS mode.

One-fourth of companies run customer relationship management in cloud mode.

Today, business operations are facing an increasingly uncertain environment, and business plans are constantly adapting to market changes. As a result, the focal points need to adapt to the size of different business activities and, to gain market share, the focal points provide new services. Cloud Computing offers the perfect solution because it has a low initial investment and does not need to lease hardware, but only a rental service.

New opportunities for cloud contact center

One of the key things to keep business competitive is to control variable costs. The costs of seating and renting a workplace, coupled with the investment of IT infrastructure and software, can be a cost to the business, which is rapidly expanding at the peak of business activity. Therefore, in order to maintain flexibility, scalability and performance in a highly competitive environment, the focal point must be able to "transform itself".

Cloud computing solutions are making it possible for the focal point to "transform itself", and cloud computing contact Center solutions are becoming an important alternative to the various built-in tools. This hybrid infrastructure, with its ease of integration and flexibility, can offer it executives a lot of benefit and focus on their core business. Due to complexity, built-in solutions, and high costs, cloud computing is an obvious way to manage customer relationships. The cloud brings real flexibility and fits into the current economic environment; The Cloud Contact center solution is very fast, allowing businesses to capture more business opportunities while conserving resources. It is a cloud-based solution that makes it possible to adopt a customer relationship solution without worrying about time and price, and the "pay by use" principle means that small and medium-sized enterprises can also enjoy the same services as large companies.

No matter which country the customer comes from, whether by phone, email, internet chat or social networking site, the contact information is saved and consolidated for future unified reporting. Cloud computing ensures the security of customer information and also offers the option of sharing data with other contact centers.

Cloud computing makes the response faster and increases the efficiency of the agents. Agents can receive more customer calls on a daily basis while ensuring the quality of the response. Let the previous "fixed price" mechanism become now available to pay by use. Therefore, the fast ROI is guaranteed and the time-to-market is accelerated. In addition, lower-cost cloud products can be selected for monitoring Customer contact Center service quality.

To make better use of the benefits of the cloud contact center, enterprises need to take into account not only their real business needs but also the way they operate internally. Different deployment patterns-private cloud, public cloud, or mixed cloud-choose the services that match the configuration requirements. Using cloud technology is a great opportunity to combine IT systems with the company's core business.

Orange Business Services has 550 experts and provides support to 90,000 contact centers. Orange Business Services provides customers with global networks, infrastructure and services. In addition to cloud contact center Solutions, Orange Business Services also implements and supports managed contact center solutions. Unlike other operators on the market, the need to integrate a number of Third-party vendors to provide cloud services, Orange Business services through the virtual private network and its role as a global operator know-how, and familiar with how to operate globally, to ensure that the service in all countries 24x7 consistent quality of service.

Customer relationships are critical to any enterprise that pursues satisfaction and customer loyalty, and cloud computing is a new and flexible solution. It is the cloud-based contact center that provides real-time, new, interactive channels of communication, and increases the number of workstations as needed during peak hours, without investing in infrastructure. It's a very attractive model, and it's believed that the companies that walk in the front have benefited a lot.