Profit rule of Cloud call center

In the "Cloud" circle, Wu is a very different kind of person.

In the 2010, when the government's focus and businessman's excitement focused on the concept of "cloud computing", Wu's call-center cloud service had crept into thousands of businesses. And when the industry unifies the idea that "cloud computing" is a technology, Wu's view is unusually firm: cloud computing is "technology" and "service", and it is the most promising business model in the future IT industry.

This is the result that all businessmen would like to see, deified and fictitious for several years, "cloud" this business finally has some prospect.

Pragmatic "Play"

Wu is the first home to provide cloud call center services to the day-run, this is a company by the former chief executive of China Netcom, the current China Broadband industry fund chairman of the Tian Cloud Industry fund investment Enterprises, and other IT companies before the traditional model and the concept of product and cloud, as the "cloud" Call Center service provider , the days of the introduction is to run the foot "Xiangyun".

Call Center is an essential tool for enterprise Services, marketing, and management, a system that utilizes computer communications technology to instantly receive and distribute information from the Internet and the telephone network to people who have the skills to process them and to record and store all of them. The key technology behind it is how to efficiently carry out information query, analysis and distribution processing in the case of large amount of user information. Traditional call center, enterprises need to build their own, maintenance, one-time investment, total cost of ownership (TCO) high. At this point, the call center has no task relationship with the cloud.

Wu at that time the idea is, can not have a service provider to provide a one-stop services, both to provide call center system software and hardware platform, but also responsible for the operation of the system later maintenance, to maintain the high availability of the system. The business model seems simpler: companies can use it directly, and simply pay the service provider a fee.

2006, the day-run financing for the initial business practice. This is a rental call center platform, by the service provider concentrated in the "cloud"--IDC room, customers through the network (Internet, telephone network) on-demand rental can be, and the day-to-day maintenance of the platform by the service provider.

At that time, Google's Schmidt did not put forward the concept of "cloud computing." "We gave this business model a name called a managed call center, which is essentially a SaaS (software operation) application model." "Wu said.

The cloud call center can make the infrastructure cost that the enterprise must invest before, turn to pay on demand, and the system ability will be optimized with the business change of the enterprise, and can guarantee the fast service attribute that the customer comes along with. In addition, the cloud call center can bring a lot of hidden social value. For example, a 10000-seat call center, for example, has a savings of about 16 million degrees a year as a result of deploying services in cloud mode.

The market is becoming more and more recognition of the model of Cloud call center, and the demand is getting stronger. It is reported that there have been thousands of customers, more than 10 industries in the use of day-run services, including Baidu, Amber Education, Qihoo 360 and other well-known enterprises.

The "Money" path of service

All the "clouds" are embodied in the form of service. Cloud computing is a process, and the end result is service. The signing of the sale means the beginning of the service. "Wu said.

and other business model profits by "selling products," the difference is that the ultimate profit of cloud computing is "selling services." Sales of IT equipment are one-time payments, but cloud services are charged on a monthly basis. As a result of cloud service provider upfront investment costs, if the services can not meet customer requirements, profit channels may be closed at any time.

"A good cloud service enterprise must have five conditions to ensure that services are safeguarded." Guo Yang, analyst at Analysys International, said the conditions include: there is environmental infrastructure protection, hardware infrastructure, an ongoing technology development team, a management system that works under any circumstances, and a good customer response mechanism and service system.

Because of this, in order to protect the security of data resources, the circuit of the days run is double standby or even three backup, in case of unexpected events caused by a rainy day. In addition to this, offsite data backup in addition to prevent data loss, but also for offsite optimization and data resource expansion. "This is a very big investment. "Wu said.

Because of the popularity of mobile internet, the future trend of call center is closely related to mobile. "The Courier is not a corporate employee, but he is an important interface with customers, the future call center can be monitored through the mobile internet." "Wu said.

In fact, the vast majority of business model evolution results are focused on specialization. This has been revealed in E-commerce, group buying, video, social networking and other Internet industries. and the specialization of call center will evolve to specialization of system and operation level. "System specialization refers to the future of enterprise hardware equipment and systems will no longer be owned by the enterprise itself, but a dedicated service provider to help operate." And the operation level specialization, is refers to the call center personnel, the marketing also by the specialized company to represent. "Guo Yang said.

(Responsible editor: Lu Guang)