Days Run Financing: Call center "cloud" with ease

Days of the current in China has developed thousands of customers, large to have thousands of artificial agents of the Baidu National Call center, small to only 1 agents of the Taobao shop, customers do not need expensive infrastructure, you can use like tap water as convenient call center cloud services.

When the sweet voice of the customer service is coming from the phone, can you think of the sound coming from the clouds?

In the cloud computing mode of the managed call center, Enterprise customer service simply login to their own in the Cloud Call center account, you can use the telephone network or the Internet cloud equipment, enjoy the call, transfer, exhale, save the consultation record, the relevant customer information and sales data and other services. As a service provider for a managed call center (Cloud call center), while most cloud computing companies are still in the same crowd, days-run intermediation has become one of the few practitioners.

What is the secret of the day? With such a question, the reporter interviewed the cloud base in Beijing, the days run financing company.

Cloud is not the first person to talk about cloud

From the beginning of the 2006, the days of the circulation of the cloud with the gene. "There was no cloud computing at the time, and we call ourselves a managed call center, which is a SaaS application and the most recent cloud computing model from users." "Days run financing CEO Wu Introduction said."

Wu early career in China Netcom, has led the organization of Netcom Customer Service Center project selection. At that time, he found that the traditional call center from the analysis of demand, argumentation, development, training and operation in the process of operational dimensions, enterprises need to invest a large number of human, material and financial resources. That is, since then, Wu has sprouted an idea-can do a call center of a one-stop service provider, both the software and hardware platform, but also responsible for the day-to-day operation of the system?

With this idea, Wu resigned from the work of Netcom, create days run intermediation. In the early days of entrepreneurship, it is not easy for customers to accept this new business model. Wu told reporters that selling the hardware of the profit model is very simple, things sold out, money earned. "But our service is a monthly fee, if the customer is dissatisfied, can terminate the cooperation at any time." This type of attendant outage is the biggest risk to the cloud call center, but it is also the biggest advantage. He believes that the cloud services of call centres are essentially the "pooling" of voice exchanges, storage and computing resources, allowing resources to be distributed uniformly in the same pool and paid for on demand.

Entrepreneurship more than 6 years, days run in the country has developed thousands of customers, large to have thousands of artificial agents of the Baidu National Call center, small to only 1 agents of the Taobao shop. 1 seats are open to customers, which is unimaginable in the traditional call center era. And this is only 1 people at the seat of the customer without any infrastructure, only a monthly payment to the days run accommodation 300 yuan, you can enjoy the cloud call center services.

Days to circulate the call center in addition to the system platform, but also a set of professional service system "T-care", meaning "take good care of customers." This system includes three aspects: the first is in addition to products outside the service content, including resource Integration Services, consulting services, acceptance implementation services, 7X24 Hour customer service center, day-to-day operation management, failure and problem management, change and upgrade management, followed by service security, including IT infrastructure resources, capacity, Disaster preparedness and safety management; The third is the service platform, namely the use of service management system, network management Monitoring system, accounting system and other tools for customer service.

In the cloud today, as the government, "Xiangyun project" the focus of supporting enterprises, days run in the face of the user is still not to cloud as a sign, also do not want to cloud for publicity stunt. On the one hand, this is related to Wu pragmatic and low-key character, on the other hand, it is decided by market environment. Wu said: "We have for Baidu, HC, Amber Education and other customer service for three or four years, but never told them that we provide services called cloud computing." Because the user is very realistic, he does not care what you are cloud, he only depends on your service is not better than the original use, cheaper. On the contrary, if you use the new technology model to provide services, he will be more cautious. ”

So, Wu joked, "We are cloud computing." ”

A reassuring public cloud

The difficulty of the call center technology is how to query, analyze and distribute the information efficiently in the case of a large influx of user calls. For the advantages of the cloud call center, Wu summed up to four points: flexible, economic, worry, peace of mind.

Flexibility is the biggest selling point of the cloud call center. Wu from two dimensions to the flexibility of this feature: one refers to the flexibility of the seat, the traditional call center often in accordance with the immediate demand for the call to buy equipment, when the unexpected event, it is difficult to realize the expansion of the call ability in time, and cloud call center customers can according to their business needs, in the peak and trough period to make corresponding increase or decrease

Another implication of flexibility is that users can access the call center anytime, anywhere, through the telephone network and the Internet, and customer service staff do not have to concentrate. Wu took out a mobile phone to the reporter demo, customer service staff as long as the use of mobile phone client applications, can be queried to call records, customers and product information, and other content, days of the system platform will be based on customer preset rules will call to the corresponding customer service personnel there. For example, it has a lot of branches across the country, but the number of seats in each branch is small, and it can be cumbersome to use a traditional call center. "But in a cloud environment, even if there is only one seat, if he has a telephone, he can use our services." ”

To build a traditional call center, enterprises need to buy their own equipment and operational dimensions, a one-time investment, the total cost of ownership is high; In contrast, cloud call centers enable enterprises to transform complex IT projects into simple, easy-to-use services that greatly reduce the risk of enterprise investment in IT infrastructure. At the same time, the equipment operation of the latter all to the service providers to do, the network after the problem is also from the days of the business to negotiate with operators, which for the enterprise, both economic and worry.

If the flexibility, economic, worry is the common cloud computing, then want to let customers feel at ease to see the service providers own skills. For cloud computing, customers ' biggest concerns often come from data security. Data whether the peace of mind to a large extent depends on the quality of hardware and software, in this, Wu pointed out: "In order to deal with the emergency, the days of the circuit are double standby or even three backup." In addition to preventing data loss, offsite data backup can also be used for offsite optimization and data resource expansion. ”

Total Service era

At present, day-run accommodation provides customers with two types of service: Managed call center and local deployment call center. The similarities between the two services are sold in the form of leasing, and customers need not invest, maintain or service themselves; the difference is that the managed type is more suitable for the standard and some small and medium sized seats, while the local deployment model is more suitable for customization and mass seating.

Wu Introduction said: "Baidu is our biggest customer, has thousands of seats, the call center business personalized demand will be very strong, we have for it localization deployment, the original put in the operator node equipment, take out to Baidu's five branches inside." "Unlike the purely public cloud architecture, the bar serves the exclusive enterprise." Although the system in the section point is for hundred metric body and only for the use of Baidu, but the days of Harmony still only charge service fees, do not charge the cost of hardware equipment.

In fact, the management of the point is not as complicated as it might seem, Wu told reporters that the Beijing headquarters of the network management Monitoring system can be monitored to the point of whether there are problems, if there will be a red light alarm, which software operation and maintenance can be achieved through remote control, only hardware problems need to repair personnel to local inspection and maintenance, "We do not provide a presence in the field, nor is it necessary." ”

For now, many of the traditional old equipment manufacturers are also turning to the domain of managed call centers, compared with them, Wu that the company is more than a good gene. "Genes include personnel composition, organizational structure, institutional processes, corporate culture, and so on, these things are difficult to change." Traditional manufacturers may be more advantageous in research and development, better at selling equipment, and we are better at selling services, and focus on services. To engage in service and integration is a completely different discipline. ”

In Wu's view, the total Solution (overall solution) to total services (full service delivery), will become the future cloud call center of the overall development trend. In his view, the traditional call center is to do software, hardware development and integration, that is, total Solution, and call center development today, in different prices behind, has represented a different business model and service category. But in the final analysis, call center providers want to provide better things to their customers to enhance their competitiveness. "The future is a total service era, service providers should be able to bring more value-added services to customers." ”

Innovator Archives

Wu, the founder and CEO of Days run. With more than more than 10 years of professional career in communication industry and rich experience in operation Management, he has been a deputy general manager of China Netcom Product Marketing Department, general manager of Product Management department and general manager of Fujian Branch. 2006, the establishment of days run financing company, the first hosted call center concept and product platform, and for Baidu, Qihoo 360, HC Network, millet technology, amber Education Group, China Ping ' an, Citic Bank and other thousands of corporate users to provide call center products and services.

(Responsible editor: Lu Guang)