Two trends of cloud computing and big data as call centers

With the landing from concept to application, cloud computing and large data are becoming known. In the process of cloud computing and large data popularization, an important feature began to emerge: these two concepts have been expanded from their own domain, and gradually combined with other related fields, thus changing the many http://www.aliyun.com/zixun/aggregation/8150.html "> Traditional Industries operating mode."

Call center is such an area. In the traditional sense, the call center adopts the two models of self construction and outsourcing, which not only is slow to build, but also need to spend a lot of investment, now with the rise of cloud computing, the third kind of call center construction is beginning to appear. Recently, Orange Business Services China general manager Xudong said cloud computing and large data are changing the traditional call center operating mode, and the two areas of close integration will become the future direction of the call center.

Cloud computing makes call center light asset

For many industries such as service, retailing, finance, transportation and so on, call center is an important part of customer service. Because the call center is related to the quality of service customers, as well as the excavation and grasp of the potential customer needs, so many companies have invested a lot of financial resources to build call centers, or to outsource the call center, the former in terms of cost and response timeliness does not have advantages, although the latter can save energy, But the outsourced call center does not necessarily understand the company's products and business, the user's services can not be professional and accurate.

Cloud-based call centers show an advantage. Xudong that the cloud based call center can provide enterprise users with customized services on demand, the use of this service, enterprises do not need to purchase any dedicated hardware and software, you can have a completely similar to the self-built function of the call center, thereby greatly reducing the company's construction, use and maintenance costs.

Another advantage of cloud computing for call centers is that the traditional way, most customer service staff can only be based on some kind of tools to communicate with customers, and the cloud computing mode, telephone, internet, social platform and other tools can be integrated into one, convenient customer service personnel multi-platform comprehensive services customers, but also can be integrated analysis of user behavior characteristics, In order to provide more customer service requirements.

Call Center natural Fit for large data technology

In addition to cloud computing, xudong that large data is also one of the trends of future call centers, and cloud computing and large data will interact with call centers, making call centers more intelligent and convenient.

Having a huge amount of customer information is the main feature of Call center, and with the addition of each new customer, as well as the intervention of each customer call, the customer database of the call center will continue to expand, resulting in a further expansion of data volume, so the use of large data methods to manage data center customer information has become inevitable.

Of course, the value of large data is not only the preservation of massive information, but also the use of intelligent means of in-depth information mining to explore the potential market value. For example, a user's consumption of monthly reduction, then it will be timely to find out whether the user has the possibility of loss, this time the initiative to call for care, it is likely to retain an impending loss of customers. In addition, through users of a product consumption, to determine the user of the associated B-class products have potential needs, then you can proactively ask customers, may explore new opportunities.