Large data to spawn new generation of contact centers

"IT168 review" as a consumer, when you call the corporate customer service phone, or use e-mail, online chat to contact the business, you must hope that they can ask a 10, easy to solve the problems you face. However, are you becoming more and more disappointed? This time, please do not complain about enterprise customer service personnel incompetent, because you unknowingly have entered the ranks of the new generation of consumers, your access to product knowledge and experience of the channel has been virtually changed. Customer service staff If they feel innocent, wronged, in fact, enterprises should upgrade their customer contact center!

Contact center must accommodate large data

In the past, compared with enterprises, consumers have less information about goods. Now it's different, smart phones can provide consumers with a wealth of information, from product knowledge to other consumer experience readily available. When the consumer calls the enterprise's customer contact center, he may have already collected the complete product material, lets the enterprise customer contact seat personnel originally to have the information superiority to have almost nonexistent. Therefore, enterprises must realize that when consumers find their own contact center, the knowledge he has, especially the other consumer's knowledge of evaluation and experience, is likely to be far more than their own customer service staff.

In the face of the large data environment, how much data does the contact center seat staff need to provide a good enough experience for the customer? In fact, the answer to this question is itself a problem. For example, the Advanced contact Center can record the interaction of the seat staff and the client, but which recording data should be paid attention to? The ability to extract valuable, critical data from a large data environment is a major challenge for the new generation of contact centers.

For example, Weibo is a typical mass of data. If the company's micro-blogging monitoring system is found, a client in his microblog mentions that he recently bought something, and also found that the client has a friend's birthday approaching, can remind him to drop a friend to buy a birthday gift, while sending a number of recommended gifts and coupons hyperlinks. A contact center platform that adapts to a large data environment will have similar functionality.

Digging bokhary data to enhance customer experience

In fact, the new generation of focal points is already responding to big data needs. The corresponding technical and support capabilities are becoming more and more mature. This is because the pressure of demand in various areas has long been followed. Business executives demand higher returns with lower investment. The customer asks the enterprise to provide a better interactive experience. The seating staff also asked for more flexible typography options.

All these requirements are reasonable, but they also pose new challenges. Many of these new challenges can be solved with the introduction of large data concepts and technologies. As long as the right data can be obtained at the right time, it is possible to support the higher quality decisions made by the seat personnel and the business executives, especially for cross-selling and reminders. By combining people, software applications and business processes, enterprises can achieve significant benefits in reducing human costs, improving service levels and customer loyalty.

For example, the data generated by the contact center can be used to train seats, assess their performance, and provide richer information to the seating staff at a faster rate.

But, more importantly, in a large data environment, enterprises can integrate the contact center with other business application systems more closely, and better serve the strategic objectives.

Interactive management and workforce optimization will be two major themes

In order to adapt to new requirements, veteran provider aspect, which has accumulated more than 30 years of history at the global contact center, has recently made significant adjustments to all product planning into two categories: Interactive Management (Consortium Management) and workforce optimization (workforce Optimization).

Aspect is already the dominant force in the labour market, but it will take greater action to be aggressive. At present, aspect most of the business income from the interactive management, but in the future labor optimization will occupy an increasing proportion. In fact, aspect recently set up a division dedicated to the Microsoft Lync Platform for Labor-optimized products.

Aspect's labor management software, Workforce Management 7, has a very close relationship with cloud computing. Virtual Contact Center is one of the most mature applications of cloud computing, and labor management as an important part of the contact center, to support the virtual contact center is a major upgrade of cloud computing overall solution.

Aspect®unified ip®7.1 (Tiger Shark) and workforce management The application practices of these products prove that the cost of the system can save 50% of maintenance costs and nearly 80% of hardware and software investment, which can significantly improve the efficiency and reduce costs.

Currently, Aspect has more than 7,000 corporate customers worldwide, adding 250 customers in the past 10 quarters. Especially in the financial services, health care, insurance and telecommunications and other industries, aspect accumulated rich experience. From a business model perspective, customers can purchase software licenses directly, or subscribe to purchase (based on subscription) or mixed mode. In any case, aspect in the industry market with unique advantages of products, a wealth of service experience to make new customers full of confidence in them.