Wu: Managed call Center service of Electric Business enterprise

An E-commerce enterprise to succeed, call center is an essential component, it will even play a vital role, said that the call center has become a large number of electric business enterprise "lifeline" is not exaggerated. But many enterprises do not have the ability to expend huge sums of money and manpower, material resources to build call center, this gave the call center hosting market a lot of space. Days of the financing is in 2006, the initiative of the Trusteeship Call Center, in recent years the business development is in full swing, for a large number of small and medium-sized electric business enterprises to bring great help.





is born





, who served in the Wu of a state-owned enterprise for 2003 years, participated in the project of the company's call center system and acted as the project manager. It's a nationwide customer service center project, with 320 seats on the scale. In order to better complete the project, Wu in the country selected sales, customer service, business management, such as dozens of people to write in Beijing demand. 3 months after the completion of the demand, Wu led the team to spend 9 months, the cost of 36 million yuan completed the system construction. In the process, the company also specially for the call center to train 4 engineers, of which two were also sent abroad to train. On the line, this call center system has used 230 seats at the peak, but only 2.5 time running, because the business has been adjusted, the call center demand is not enough, the system is offline.





This experience, Wu began to think, in the end what kind of call center is the business needs? If he is the same state-owned enterprises, to spend so much manpower and resources to build, and ultimately not to use, it is a great waste, small enterprises absolutely "can't afford." However, if there is a service provider can be built all the system, and have a special person to the system for day-to-day maintenance, and enterprises only to prepare call center needed personnel, venues, terminals can use this system, nature can save a lot of money, time, energy.





Wu once spent a lot of energy looking for such a company, but never found it. In 2006, Wu decided to do it himself and proposed the service concept of "managed call center". As a result, the first large-scale operation of the host-type call Center service enterprises-days run financing company was founded.





Managed call Center as a new type of call center mode, enterprises need not input, the use of full trust services, on-demand rental seats, cost-controllable, powerful, and promote the construction of many small and medium enterprises call center. After more than 5 years of development, days of harmony has been in 8 regions nationwide set up a large-scale managed call center platform, concurrent service capacity of more than 10,000 seats. Day-run financing of the customer base all over the E-commerce, Internet, finance, tourism, education, medical care, and other industries, its service of it enterprises and the list of electric business enterprises, there are Baidu, HC NET, Zhaopin, Qihoo 360, Rice Network, the mass comment Group, happy net, excellent still home, millet mobile phones and many other names of the company.





emphasizes service





and many call center manufacturers emphasize the different technology, days run intermediation more emphasis on services. Wu said that the managed call center is based on the SaaS (software as Service) business model, which is essentially a "service" offering, rather than a system integration project procurement like a traditional call center.





days run in the industry first launched a service brand--t-care. The advantage of the T-care service is that it can "one-stop" solve all the problems of customers, in addition to providing platform functions, it will call resource management, network management, telecommunications resources management, security management, day-to-day maintenance services, and many other aspects of the work undertaken.





Wu introduced, the rice network is the days of the old customers, the managed service-oriented call center services have greatly promoted its business development. At the end of 2003, the net was officially on line, when the Rice network released an ordinary 8-digit local number, a small telephone exchange undertook to accept the user to order meals and contact the restaurant all the tasks. With the continuous expansion of the business, the rice network began to call center planning and trial, but the construction of the high cost of the call center and maintenance costs are doomed to a small number of super large enterprises patent, rice network feel unbearable.





understand the days of the managed call center business model, the rice network has a strong interest. After several comparisons and tests, they finally chose the days to run the facility. And since 2007 opened operation, the rice Network call center processing capacity has reached a maximum of tens of thousands of calls a day.





Day-run intermediation of the call center system not only help the Rice network records a detailed, accurate, vivid restaurant information, but also to provide consumers with a variety of booking methods. Rice network at present to achieve the telephone, online booking, instant messaging, SMS, WAP and other 5 kinds of booking methods, and to ensure that 7-24-hour full time rapid response to the catering booking and advisory services, call center system can also help the rice network for in-depth data mining, the value of the service increased.





"Change is the biggest characteristic of electric business enterprise. "Wu said, for the rice network, the managed call center can fully cope with its changing characteristics, according to the business has a cyclical characteristics, flexible call center seating scale, and then through the application of the call center to obtain maximum benefits, only such a call center is the enterprise can never be separated from.





to the "cloud era"





In recent years cloud computing applications are frequently seen in the news, but in Wu's view, cloud computing is not just emerging new things, but only in recent years has been given the name. The so-called cloud computing is the result of the comprehensive development of computing technology and network technologies, and the managed call center provided by Tianhe is a kind of service that allows customers to rent call center seats on demand through the network. As defined by cloud computing standards, this is a typical cloud application in which every call service is done in the cloud.





Wu said that the nature of cloud computing is through the network to achieve resources on demand, easy to expand the way to obtain. "The biggest advantage of cloud services is ' resilience ', which can adapt to a variety of changes. "Set up in the cloud computing architecture of the managed Call Center service, so that the call center for the required computing capacity, storage resources, call resources, network resources, such as unlimited expansion, so that call center can be obtained at any time, on demand, at any time to expand, on-demand, and the concept of cloud computing This is also a big help in the era of cloud computing to achieve greater development.





at present, the days of the distribution of customers throughout the country, especially in the north, upper, wide and other large cities and coastal areas distributed a large number of daily production of these areas of information on the storage system requirements are very high, how to achieve a reasonable allocation of storage resources and timely scheduling becomes more important. 2011 Days to run the financing of the introduction of cloud computing and virtualization applications, and in response to China's market conditions have done a larger transformation, you can do system computing resources, system backup storage resources in the country-wide scheduling.





Wu said: "We every night 12 o'clock and early 7 of the national Business system data storage, recording in different locations between the backup and dispatch once, North, upper, wide and other regions of the data can be dispatched to the system redundant large northwest. This aspect increases the system security, on the other hand also effectively utilizes the system redundancy, enhances the efficiency. He says Cloud security has become the number one challenge in cloud computing deployments. Because cloud computing service itself is through the network to achieve resources on demand, adding a lot of intermediate links, customer access to service chain lengthened, so need more secure and reliable service system to escort.

(Responsible editor: Lu Guang)