New Generation Cloud Call Center System
Call Center originally originated in the civil aviation industry, mainly to provide consultation services and effectively handle customer complaints more conveniently. In 1956, Pan American Airlines established a call center for ticket reservations, marking the world's first large-scale call center platform. Subsequently, AT&T launched an outbound call center for operating 800 toll-free services, attempting telemarketing.
Since then, call centers have gradually been accepted worldwide and began to be used for customer service, marketing, technical support, and other business activities, gradually forming a large-scale call center industry.
First Generation Call Center: Manual Call Center
First appeared in the civil aviation service field for accepting passenger ticket reservation business. Mainly added telephone queuing function based on telephone交换机PBX, and all services were completed manually.
Second Generation Call Center: IVR Call Center
The emergence of IVR (Interactive Voice Response) systems greatly reduced the number of manual business受理 and the workload of manual seats, while providing customers with 7×24全天候、不间断的服务.
Third Generation Call Center: CTI Call Center
With the integration of telephone exchange systems (IPPBX) and computer systems (CTI), voice and data were synchronized. Customer information and data were stored in databases, and seats could retrieve or modify customer information data from the computer system while handling telephone services, providing personalized services. The use of CTI technology automated most functions of the call center. From customer电话接入 to final problem resolution, the entire process was completely recorded.
Fourth Generation Call Center: Multimedia Call Center or Contact Center
The first three generations of call centers mainly used telephone as the primary service channel. After 2000, with the development and popularization of the Internet and mobile Internet, channels such as email and mobile短信 were接入呼叫中心, becoming the标志 of the fourth generation call center. The fourth generation call center is also called multimedia call center or contact center. Compared to traditional call centers, multimedia call centers have very rich access channels.
Fifth Generation Call Center: SaaS Call Center/Cloud Call Center
Based on the fourth generation multimedia call center, more media channels and communication channels relying on Internet technology were integrated. For example: social networks, social media (such as Weibo, WeChat, etc.), text chat, online audio, online video, etc. relying on the Internet.
Tianke Cloud is the most typical SaaS call center/cloud call center.
Tianke Cloud Call Center, based on cloud deployment, fast deployment speed; provides full-network operator lines, rich and stable number resources (system stability up to 99%); seats purchased on demand, low investment cost; supports all-channel access such as APP, WeChat, Web, and can integrate business, CRM, ticketing systems, etc., achieving full business integration.
Stable call, ultra-high cost-performance call center system
- Zero cost, quickly own a cloud call center system, no hardware equipment, open an account to use
- Call costs are only 50% of traditional calls, greatly saving enterprise customer acquisition cost
- Achieve multi-channel access such as telephone, WeChat, website, APP, SMS, etc., keeping in touch with customers anytime, anywhere
- Support images, emojis, text, link URL, making communication more intuitive
- High-quality lines, rich number resources, no concurrency上限, bringing clear and stable call effects
Public cloud deployment: Zero initial construction cost, flexible rental,随时上线. Distributed deployment, no geographical restrictions. All resources are hosted on Ketian public cloud servers, enterprises only need to purchase accounts to use. Pay-as-you-go, can adjust packages in real time according to peak and off-season needs,不用担心淡季资源浪费、旺季扩容不便.
Private cloud/dedicated cloud deployment: By单独构建云呼叫中心、数据中心、服务器等整套环境, provides enterprises with call centers based on distributed, big data processing capabilities, data analysis capabilities, meeting higher requirements for data security and service quality. Extremely high security, flexible customization, high-quality voice calls.
Hybrid cloud deployment: Place data with high security requirements on enterprise self-built private clouds or servers, and deploy data with low security requirements on public clouds, achieving a balance between cost-effectiveness and high security.
Telephone sales: Supports manual客服外呼、预测式外呼、防骚扰机制等, improve outbound connection rate and conversion rate, helping sales and business personnel更方便地收集管理客户信息、拨打电话、预约回访、管理商机和销售线索.
Customer service: Efficiently complete接打电话、解决客户问题、客户信息记录等工作,全面提升客户满意度. Supports customer management, ticketing system, voice quality inspection, etc., achieving refined customer operation and management, improving service quality.
User operation: Precipitate user key information, helping enterprises conduct marketing based on data,及时将潜在用户转化为客户.
To learn more about Tianke Cloud outbound system products/solutions, please call 4000-630-179 or click the link https://jinshuju.net/f/dbbZTR to submit your contact information and needs, and we will contact you as soon as possible.
