What is a Virtual Contact Center?

The cloud contact center is essentially a cloud call center. It is an integrated enterprise integrated information service system based on computer telephony integration technology (CTI) and cloud computing technology, integrating multiple communication methods such as telephone, mobile phone, online customer service, email, and SMS. platform.

Cloud Contact Center

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The cloud contact center, which is essentially a cloud call center, is based on

Enterprises do not need to purchase any software and hardware systems, they only need to have basic conditions such as personnel and site to quickly have their own call center. Software and hardware platforms, communication resources, daily maintenance and services are provided by server vendors. It has many characteristics such as short construction period, low investment, low risk, flexible deployment, strong system capacity scalability, and low operation and maintenance costs. Whether it is a telemarketing center or customer service center, an enterprise only needs to rent services on demand to establish a It is a call center system with comprehensive functions, stability, reliability, and agents that can be distributed throughout the country and accessed throughout the country. According to the system construction method, it can be further subdivided into private cloud contact centers, public cloud contact centers, and hybrid cloud contact centers. ^[1]

With the development of the economy, the "Contact Center" plays an increasingly important role in business activities and is becoming the operating soul of enterprises of all sizes. In recent years, with the development of Web technology and the popularity of Internet applications, the front-end technology of cloud contact centers, that is, desktop technology, has made unprecedented progress, so that people's understanding of call centers is no longer limited to one ACD and several The concept of the telephone, people's means of communication is not limited to traditional telephone methods. In addition, cloud computing technology has also brought new driving forces to the development of cloud contact centers, which will greatly improve the efficiency of communication and collaboration between enterprises and customers. The cloud contact center based on cloud computing technology has the characteristics of unlimited expansion of resources, access at any time, and use as needed. It can uniformly manage and dispatch distributed and independent contact center resources to form massive resources. Through resource virtualization and virtual deployment To help companies quickly build professional marketing and service centers.

At present, there are thousands of enterprise users on the public cloud call center platform. The seats of these enterprises can not only realize the functions of customer service and telemarketing, but also can be used for internal staff communication, and can realize the functions of home agents or mobile office. The cloud contact center has the ability of multi-channel support. In addition to traditional voice, it strengthens the integration of new media, supports SMS, email, video, social media, network, etc., and adapts to technological development trends and user-specific communication requirements.

Tengyun Chuangzhi's cloud contact center is a contact center for small and medium enterprises based on cloud computing platforms. The system of the cloud contact center we usually see is based on B / S architecture, full Web operation and maintenance management, graphical monitoring of agents, and supports mobile intelligent terminals. In addition, the cloud contact center supports access to multiple networks such as 2G, 3G, PSTN, PLMN, NGN, and IMS, and has an all-weather network adaptability. At the same time, the cloud contact center has the ability of multi-channel support. In addition to traditional voice, it strengthens the integration of new media, supports text messages, emails, videos, social media, and networks.

Considering the rapid development of today's mobile Internet, and for the diversification and intelligence of mobile terminals, the cloud contact center provides comprehensive terminal solutions, including both traditional phones and PCs, as well as various smartphones, tablets, and thin customers. Machine, truly realize mobile agent service and operation and maintenance management anytime, anywhere.

Multi-point load balancing to meet the needs of large-capacity customers and ensure business stability;

Open platform, fast and seamless integration with customers' existing CRM systems;

Seat size, flexible increase and decrease;

Freely distribute points, you can use it when you have network;

Local employees can communicate and collaborate more efficiently;

Low construction cost and call cost; ^[2]

7X24-hour comprehensive operation and maintenance monitoring to ensure service quality. ^[3]