Call Center as enhance customer service levels and efficiency of the basic means of communication, initially by large telecom operators and the banking industry and other high-end customer service, a large call center outsourcing from development. As more and more intense market competition, improve customer service, quality and efficiency become more and more, all walks of life, enterprises of all sizes and the government's urgent needs. Call Center is at an unprecedented speed, in non-high-end industry, or enterprise customers in popularity.
However, enterprise-class call centers and high-end call center is fundamentally different. For example, different scale, to achieve the objective of different needs of different functions, technology and environmental management of the environment is not the same. With high-end call center to apply the concept of enterprise-class, will not only be a waste of considerable investment, will not reach the call center business on his mind.
    First, enterprise-class call center characteristics and requirements
    And high-end call center compared with enterprise-class call center features:
1) seats on behalf of the squad leader and not as professional skills, sometimes at the same time and representatives of non-seats:
Functions to be more simple, more practical, not too complicated. Client software easy to learn, easy to use, easy to maintain. Do not have access to the functions and gimmicky interface as far as possible the work to weed out.
2) do not have a high call center management, operation and maintenance capability;
Call Center is a department of enterprises, departments and enterprises of other departments to work together in order to play its role. Enterprises can not be in operation, management and maintenance of high input of manpower, funds and costs. This requires enterprise-class call center can not be too large and complicated. Enterprise-class call center will be as much as possible of the technical complexity and interface package, the widespread use of integrated, a vendor of equipment and software, to avoid multi-vendor equipment and software integration. Management tools and interfaces, as far as possible, "a fool of."
3) system maintenance and software development limited capacity:
This requires enterprise-class call center complexity of the system must maintain a low, easy to learn tools. Second development to a higher platform, direct business-oriented applications, and the development of the Yaoqiubugao.
4) The company's business, processes, the scale of change soon:
And telecom operators, call center outsourcing, as well as major banks such as compared to the size of the business is, the more we should quickly adjust and adapt to market changes. This requires enterprise-class call center when the need for adjustment (such as seats, IVR, ACD, etc.), maintenance or management staff will be able to easily configure on demand system. Therefore, enterprise-class call center systems management tools not only need the flexibility to change the system settings, but also must be simple, easy to learn and easy to use.
Accordingly, the expansion and upgrading to a flexible, fast and cost-effective. Enterprise-class call centers generally can not be prepared to spend a backup system. Upgrading of enterprises in a long time to stop expansion at the call center operations, the loss will inevitably bring to the enterprise. Therefore enterprise-class call center expansion in the upgrade, to be able to increase the simple hardware and software upgrades can be achieved. A mature enterprise-class call center expansion in a single day can be completed within, or even a few hours.
5) and their overall communications system can be a very good fusion can be set up first-and second-line customer service representative:
Call Center is a department of enterprises, departments and enterprises of other departments to work together in order to play its role. If you want to, as far as possible to solve a client's problems, often second-tier and even third-line professional staff to complete. This requires that the call center and business telephone systems integration, outlook and background can work together. When the need to set up a second-tier professional seats, can easily be upgraded to ordinary telephone extension seats telephone. If the telephone exchange system, enterprises began to be used for the exchange of call center, upgrade to a regular phone call only seats installed software and system configuration can be done.
6) the implementation of quick, quick results and solve pressing problems enterprises: require the installation, implementation and put into operation in a short time.
7) can bear the price: This is all very easy to understand.
8) sufficient stability, rapid recovery: enterprise customers not only require a system has sufficient stability, and the system or power failure paralyzed, network management personnel can be quickly restored. At present, the restoration of good call center has been able to do the same as the resumption of switches, just a start button in a minute recovery systems.
9) enterprise information management system in constant development: the call center business prospects must be able to business and enterprise application software, CRM and ERP, and so good, fast connections and integration. Therefore enterprise-class call center must provide a mature and convenient interface development.
Second, the market for enterprise-class call center Mistakes
In China, enterprise-class call center due to the potential users of market propaganda and the powerful impact of the high-end manufacturers in the call center options have a lot of misunderstanding, of the results in terms of price and value and return on investment increasingly confused, or Choose the wrong programmes, to bring big business losses. For example, there are also options for enterprises in the presence of "high, large and comprehensive" Misunderstanding:
1) Some people think that the greater size of the call center as possible. In fact, in ensuring stability of cases, the system can expand the size of the bigger, higher costs and increased exponentially. For example, we have encountered a business, one only 12 seats on the enterprise and further development can not be more than 50 seats, but they are the greatest hope to achieve stability in the scale of hundreds of lines. This means that he has to pay more for at least five times more than the money.
2) Some people think that the more functions, the more complex the better. In fact, many high-end call center complex, enterprise-class customers do not have access to current, future and never have no access to, can not digest also installed. But these extra features not only to pay several times more to make the purchase expenditure, and the installation, implementation, use and maintenance bring a lot of trouble. In other words, affordable, and can not digest.
3) the greater the company, the more well-known higher, its call center products better. The high-end, large-scale call center users, this reasoning is correct. But for enterprise customers, it is difficult in large IT companies find the application of mature products. This is because large companies are often not the first use of new technologies, and the switch in the technical development of the traditional call center products, high costs, price Xiabu Lai. As the development of computer history, only a new, integrated or integration technology, the cost can be down, can be universal, while not sacrificing function.
4) the pure voice over IP better: I believe that the product as a pure IP call center or IPCC does not have any meaning. In fact, any exchange of voice and CTI server consolidation call center platform that can be realized in the application of-all-IP, only the difference between cost and quality. Enterprise users in the client in the end all use of IP telephone, or traditional analog telephone, or in part by IP phone users, some using the traditional analog telephones or digital telephone, depending on the specific situation: cost and return , Quality and function. In fact, some of the integration platform that is mature through LAN access to pure IP phone, can also access to traditional analog phone, but its functions have greatly exceeded the number telephones, to pure IP phone functions, but the cost is only IP phone a few one-tenth, the sound quality is much better than the IP phone. Voice over IP of the practical significance is that enterprises can save telephone charges, it can improve the efficiency of the call. Branch offices and remote agents using voice over IP, enterprises can greatly reduce communication costs. As for the user's phone or from the practical point of view and investment, the first use of Putonghua, but after the system needs to ensure that it can be replaced with IP phone, according to the needs of enterprises, can use the progressive realization of the IP platform, is a wise choice.
   In the domestic call center market immature, and fish-long mixed-circumstances, a business decision-making call center selection, is indeed a difficult process. However, many take the time and effort is worth it.
As the length of relationship, we only call center on how to choose the platform, to provide some basic recommendations.
Third, what is the call center platform ?

Call Center platform is that users of all walks of life applies to all the call center part of the common system, often provided by professional firms.

For the less personalized applications enterprises, just on the platform to do personalized configuration, you can put into operation, a significant improvement in the level of customer service and efficiency, build customer service, management and monitoring.

For more personalized application of the enterprises, can be done on the platform secondary development, secondary development can be done by the integrator, for a stronger development of enterprises can also develop their own. For those who call center application software for a relatively perfect platform for high-level, simply do personalized software configuration, without the need to do secondary development.

If users need to compare professional, or industry of customer service processes require specialized outsourcing customer service software, or CRM software. Call Center platform through the development of the software interface and professional integration.

We can see that the call center platform as the foundation of a house, although you do not live directly above, but from all platforms support the business and system load.

Fourth, call center platform for the classification

Select call center platform, we must first understand the CTI technology into today, there are those who call center platform for the main types. At present, the call center platform has three main types: One is based on the traditional switch, this is the most traditional mode, the high-end call center mainly using this model is based on the board of the model, mainly used in the user need only Local call center functions, or the stability of Yaoqiubugao; third is based on an integrated platform, using the most advanced CTI technology, all of the software, hardware, call center all the features integrated in one machine. Based on the current platform for the integration of key applications, in the end, some manufacturers have begun integration launched carrier-class stability, large-scale high-end consumer products. At the same time as the expansion of the size of the market, cost reduction, is gradually penetrate into the low-end market.

From the implementation of enterprise-class domestic cases, the integration of call center platform in the mid-market application is ripe for enterprise customers, integrated call center platform is the best option.

Integration platform may be a lot of people do not know, because the more mature integration platform is the only official in 2001 to the domestic market, the market is the fastest growing call center platform.

But the same integration platform, providing products from different vendors are vastly different, such as the integration of the functions of how a small, personalized custom or secondary development of the cost difference is also greater. Stability, promotion and expansion space are very different. In a choice, to a detailed comparison and differentiation.

Fifth, the need to consider several factors

1, Stability:

Stability is the call center run one of the most important indicators. Stability is not the higher the better, and the world, there is no absolute stability of the system, the higher the stability necessary to pay a higher price, the price will be paid a higher return ?

System paralyzed, or calls after the blackout, call center resume running time, the degree of automation is also an important aspect of stability.

Generally speaking, the system is the main operating system from the core part of the exchange's decision, followed by hardware and software design and the reasonableness of the extent of products and functional components and hardware support, design considerations are integrated The stability of the system have greatly affected. Generally speaking, the call center industry standard is not under a unified, multi-vendor product integration, will certainly reduce the stability of the system, while the recovery system is also a very complicated process.

In addition, the project development for a one-time use of the software certainly has not re-use, highly sophisticated products and the software.

In addition to find out more about the technology platform to identify stability framework for users, there is a way to judge a platform for the stability of the practical way is through various channels, a better understanding of the operating system platform has been the stability of true information.

2, expansion:

Enterprises should first consider clearly, call center operators in the life cycle, the call center is the largest number of seats may ? This will facilitate a platform vendors, a smooth upgrade to this scale. Escalation of cost and time to consider.

3, indirect costs

In considering the construction of call center costs, in addition to considering the purchase of direct costs, but also indirect costs, appears to be a very expensive call center platform, may be indirect costs than the direct costs to be much higher. Cite an extreme example of that: a well-known enterprises listen to a switch manufacturers said that they bought the exchange of high-grade, can be easily upgraded to the call center. The results they first buy a switch, wait until they want to know when the call center, but also buy a lot of software and hardware, but also buy a lot of third-party products, an increase of Suanxia Lai is the first to buy into the switch several times.

The same situation, if the first one to buy a call center switch, may be than the traditional program-controlled switches expensive, but much more powerful. However, in call centers to upgrade one switch on a comprehensive call center in the original manufacturers to buy only a few permission to install the software on it. Procurement than twice the sum of the traditional switch on the upgrade also much cheaper.

The other hand, the general overhead costs at least include:

1) customized and personalized business call the secondary development of the cost: For many companies use a high-level call center platform, through a simple software configuration parameters, it can personalise the request, call center without a second development, Recently the market's "menu for the entire renovation" is one such concept. For many lower-class call center platform, often a very basic call center services, such as IVR, ACD, but also for software programming work, or is the purchase of third-party products can be customized.

2) the implementation of the time and cost: a different platform installation and implementation of the complexity of a great difference, integrated platform for the implementation time and cost is the lowest.

3) system maintenance and management costs: the cost and implementation costs are often linked. Integration platform in the maintenance and management of the complex, professional and cost are the lowest. Because the design integration of the many complex and technical interfaces are packaged in a box and a set of software, and system monitoring software can detect the call center system each module of the state.

But for the multi-vendor products, separation of subsystems integrated call center, naturally, its implementation, management and maintenance costs to be higher than that I do not know how many times. And the system or power failure paralyzed after the restoration is also very professional, very complicated and risky process. If the call center is not the product of basic software, but according to project demand for the development from scratch, then system paralyzed, with only programmers to the scene, may be restored.

Apart from the indirect costs of spending, a call center of the very few professional management of resources enterprise customers, even if one can afford high-end call center, but can digest, or the call center is also the platform together with a serious problem. Redundant, not to use the functions of the enterprise is also a burden, increase the management cost, or even manage the chaos.

4. The extent of Voice over IP

As already said, voice over IP is not "the more the better pure" IP voice of the true value of the enterprise is whether to save telephone charges, it can improve the efficiency of the call. However, voice over IP is, after all, the enterprise voice and data integration inevitable trend. It is therefore proposed enterprise customers in the choice of call center platform, a platform that could support the traditional phone, can support the IP phone that can client "pure simulation", or "pure IP", can also be mixed use . Moreover, this platform to ensure that enterprises both in the early stages of constructing call center or at different stages of the future, all in accordance with the actual needs of flexibility in choosing and upgrading call center system:

1) opening of the circuit-only features, enterprises can now use the original wiring system of Putonghua, or even retain the original switch, but can move to IP communications.

2) a single point in the enterprise system in the only open circuit-switched function, but in between headquarters and branch system to achieve the adoption of VoIP network, saving enterprises complete long-distance calls, but also to support long-range seats or mobile office. At this point the user can still use the original wiring system and network environment.

3) a single point in the enterprise system at the same time opening of circuit-switched softswitch functions and features, this can be deployed in key positions soft IP phone or IP phones, and further on the basis of this more flexible deployment of desktop communications, video conferencing and IP Call Center applications.

4) in enterprises of all single-point system using the soft switching, all user terminals use IP phone or soft IP phones, thus the overall situation in enterprises set up pure IP communications systems.

Enterprise users will need the call center and carrier-class users of the call center is very different. At the same time, enterprises need not to save money on their own grievances based on board the call center platform. CTI in the rapid development of technology today, enterprise customers integrated platform will certainly be able to find that affordable, but also to fully meet the long-term demand for the products.

Finally, the call center dedicated to enterprise-class customers a well-known advertising phrase "application is the last word."