The age of cloud computing: The Change of call center

The rise of cloud computing will bring a new revolution in the IT field, its influence is unmatched by any other IT technology, and change the operation mode of the traditional IT industry at an astonishing speed.

Call Center as an important part of Enterprise Informatization, the application of cloud computing is relatively mature, which makes the call center industry operation Mode Change, and is moving from total Solution (overall solution) to total service delivery.

The power of the cloud

It is introduced that the cloud computing technologies adopted by the industry include virtualization, resource pooling and distributed computing technology, which partly solves the problem of hardware and software differences in service delivery and deployment. Through the sharing of hardware and resources, 78% to 80% of resource utilization can be achieved.

Cloud computing in the field of Call center application, more is the use of distributed computing, distributed storage technology, platform Low-cost, efficient, flexible is the main driving force for its rapid application. 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.
Take the business practices of China's leading managed call center and cloud services provider-day-run company. It provides a rental call center service, the system 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 day-run financing company.

Service is essential
"The call center based on cloud computing architecture has changed from" Project Integration mode "to" service operation mode "compared with traditional call center. Wu, general manager of the day, said that the size of the customer base of service providers can rise to tens of thousands of of the order of magnitude, can better meet customer demand flexibility, variability, this is not done in the traditional way.

At the same time, because the cloud computing service itself is through the network to achieve the allocation of resources, customer access to service chain lengthened, adding a lot of links, such as: Network systems, communication systems, business systems of their own, service providers services platform, these and the traditional call center single call system model is completely different, Service providers are required to have sufficient service capabilities to ensure their stability and reliability.

Therefore, from the practice of the managed call center, the technical importance accounted for only 30%. and the real guarantee of service stability and reliability, 70% can not see is the service. "Service" is the key to whether cloud computing can be changed from concept to commercial. As a result, future call center services based on cloud computing architectures pose the greatest challenge: how to transform from a holistic solution to a comprehensive service delivery.

At the same time, this service is not the general sense of "after-sales service." To T-care service system for example, at present, at least includes: Platform resource security system, system and environment operation and maintenance system, business opening and after-sale service system, system and information security system, hardware and software system guarantee system and many other service systems.

Open the door to industry
Call center industry after years of development, its operating mode, application scenarios have been relatively mature and stable. The service of the call center technology and platform system is also relatively mature. At home and abroad the strength of the manufacturers in the product function and technical performance of the convergence more and more obvious. As a result, the price of each product declines and profits fall, which is also the inevitable market competition.

Therefore, the direction of competition differentiation, from the technical perspective, one is through cloud technology to improve system utilization, reduce costs, the second is to expand the application of new media scenarios; another direction of competition differentiation may be service.

The concept of outsourcing is generally accepted in the call center industry. With the advent of cloud call center services, the "complex, professional" package of the model, become more flexible and rich. Cloud Call center is not only the original system functions into the rental on-demand services provided to customers, but also can integrate more call center downstream services, and packaged into a whole to provide customers.

Simple example: the integration of telecommunications resources: the original customer needs to solve the code number problem, circuit resource problems, can now be unified by the service provider. So, in addition to price reduction, packaging more services to improve competitiveness, and even become a new business growth point, at least for the future development of the call center opened another door.

Genetically altered

Wu, general manager of the days of management, said that the service companies to change from the genetic, this is a concept we put forward. From total Solution (overall solution) to total services (full service delivery), this will become the overall trend of future cloud call center.

The traditional way to do call center, everyone is software, hardware to do development, integration, talking about the total solution concept. Call center development today, there will be a lot of changes, can provide more services, prices are different. Behind the different prices, it represents different business models and service categories. But in the final analysis, call center service providers want to provide better things to their customers to enhance their competitiveness.
Therefore, the future is a total service era, service providers should be able to bring more value-added to customers. To do the service from the gene to change, engage in services and integration is completely different from the two disciplines, involving the organization structure of enterprises, personnel quality, institutional processes, corporate culture and other aspects.

So, unlike other business models that are profitable by selling products, 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.

(Responsible editor: Lu Guang)