Background network in PAIA low carbon economy and material, the function and the position of China call center industry is moving toward multi direction,continuously improve the basic customer call center service operation efficiency and service level, starting from the operation and management level,showing a "traditional
channel business to the call center
transfer" and"transfer
services marketing" a
variety of function and business innovation,improve and enhance the value of the call
center, a full range to provide one-stop customer service experience. "Innovation" and "promotion" has becomethe most important forum keywords. Around how to innovation, how to enhance the Huawei, bring a new generation of call center is very good interpretation of the future development trend of call center:
HD video call center industry's only
Huawei has brought the industry's only support 720P/1080P HD video call center, pointed out the call center to the direction of the development of high-definition video, HD video can provide face-to-face communication for customers, more intuitive, novel service experience, improve the quality of service, and promote the customer loyalty; the advanced mTCA architecturedesign uses machine line Huawei Company, make the control and mediaseparation, separation of service and control, convenient for various video access, built-in rich media resources, media resources board to support the H.264/H.263/MPEG4
codec. And supports voice call center smooth upgrade to video call center, can realize the video playback of IVR and video agent call, to facilitate after quality inspection; the Huawei video call center can also support the 3G, Internet, Intranet a variety of video access, without third partyequipment integration, will be deployed across multiple network call centerwhenever and wherever
possible, to allow customers to enjoy the video service.
Desktop collaborative innovation based on Web service
Huawei Company new generation call center agent and client desktopcollaboration features, customer PC desktop through the seat distance, fastsolving customer problems, reduce the business hours, lifting seat serviceefficiency and customer
satisfaction. Call center
integration Huawei Huaweipatent products, and customers will seat with shared
resource pool, the pool
of resources to provide collaborative application of remote desktop, whiteboardmarker, file transfer, rich, to achieve a variety of functions. At present most ofthe mainstream manufacturers are unable to realize the call center agent and client desktop collaboration features, Huawei products shows the development trend of the
future call center WEB collaboration.
In
addition, Huawei will call center and unified communication integratedtogether, the call center agent through unified communication view real-timeexpert contact state, the expert agents quickly turn right, so as to improve therate of first asking solution, namely, enhance the quality of service and resource efficiency, and can greatly improve the customer satisfaction, the most significant is: to
achieve the full seat, full marketing, will call
center from aservice center to
extend to the profit center, a new generation of call center
functions change.
Integration
of social media, improve active marketing platform
Huawei is a new generation of call center support Facebook, Twitter, micro-blog Sina, Tencent micro-blog multiple social media seamless access,according to the
keyword active social media information retrieval, fast recovery of concerned information, timely and eliminate the negative influence on the enterprise, and actively expand the enterprise positive energy, so as to improve the enterprise brand image.
Huawei call center performance
"China call center industry peak forum" by the Chinese informatizationpromotion union Customer Relationship Management Committee (the"committee") was launched in 2002, is the first summit forum the domestic call center and customer relationship management, focused on call center and customer relationship management business in the field of professionalselection activities, in 2008 by the twenty-ninth Committee Olympic Games Organizing Committee officially commissioned a well-known industryorganization, Huawei, founded the Olympic Audience call center, provide multilingual services Olympic service, outstanding performance to win thetournament, and the international community alike, in the Beijing Olympic Games 40 service units in the selection, the Olympic Audience call centercome out in front, creating customer contact center operations managementhistory miracle. In 2013 when the Committee organized Olympic Games audience call center five anniversary, PDIA of the "Eleventh China call center industry peak forum" held in Beijing on August 8th and invite the industry eliteto join the celebration.
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