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Aspect Ma Chun-drive: how contact centers to embrace cloud computing?


Ma Jun drive 2011/06/02

cloud-based call center topics



Figure: Aspect Greater China General Manager Ma Jun drive
cloud is clearly a new term, but its meaning is discernable. When corporate management who are actively thinking about how to use cloud computing to improve its call center, and if we take into account the history and meaning of the new term, it is not difficult to do with confidence.

call essence is to allow users to enjoy the service very far away. Back in the 1990s appeared in the VPN (Virtual Private Network). In fact, e-mail us from the beginning as long as the Internet wherever you can send and receive mail, which is the cloud computing concept. SaaS (software as a service) is also based on the

1997, the University of Texas teacher Ramnath Chellappa in his first lesson in the proposed term cloud computing. However, until 10 years later, the term was popular. What happened during this period? First, because Google's CEO Eric Schmidt before the term began to talk about, but also realized that because of Amazon's long-term accumulation of server capacity is actually available to other companies use, but also has a large market.

2009 years, the topic of cloud computing more and more popular, because it makes many people believe that corporate management,discount louboutin shoes, which can greatly enhance flexibility, while also significantly reducing costs. This is cloud computing for companies with real value to their real business only to pay for the use of computing resources, without the need to buy a lot of temporary no access to IT equipment. It's like we use water, use the number on how much to pay, without having to install their own at home, a large pool. For SMEs, do not need much space to place the server, but also reduces the cost of IT maintenance personnel. Business managers can focus on business innovation and market development.

cloud computing opportunities and challenges

any sense a change in the technology, if there is no organizational structure and business processes supporting the adjustment, it is impossible to give full play to their potential. For example, unified communications technology, enterprises have to improve collaboration efficiency while reducing operating costs,shoes for you christian louboutin, but if the culture itself is accustomed to act independently of each person, rather than work together, then re-advanced communication tools have little meaning.

Similarly, cloud computing platform must also be carefully planned in order to fully realize their potential. For example, the use of cloud computing platform, enterprises can easily achieve sales, marketing and contact center integration. One can also deploy unified communications technologies that allow contact centers to aggregate customer information available to sales and marketing departments to share. However, if sales do not purchase their own separate interface with contact center-called cloud computing platform that is equal to their contact centers and other departments and build a wall between. The market is really such a so-called cloud computing platform, as its own

business incentive to pursue one of the largest cloud computing is the For example, some enterprise contact center's workload very unevenly within a year, according to the highest needs with equipment and manpower,designer shoes imitation, there will be a big waste. If the use of cloud computing solution, you can adjust the size of contact center, how much to pay much. Especially for the recording of these need a lot of storage and server capacity contact center applications, cloud computing is very effective. In addition,where to buy christian louboutin replicas online, security, legal compliance and business continuity, enterprise adoption of cloud computing architecture also must be taken into account. Considering the cost savings, efficiency and risk and other factors, is the prerequisite for informed decision-making enterprise.

Aspect to help you embrace cloud computing

As mentioned earlier, enterprise contact centers to embrace cloud computing is mainly due to cost savings move, but the major concerns related to security. As a software-based provider of contact center, Aspect companies from the outbound, self-service (IVR) and other specific applications to fully take into account the overall structure of cloud computing architecture adaptability.

whether past, present or future,christian louboutin 42, the call center's mission is to do customer contact work. Today,replica louboutin shoes, the customer contact approach has not only limited phone. Online typing chat customer contact and e-mail is the brunt of change. Way other than to remind customers to call attention to breath some things, it has become very common.

contact center agents who work alone in the past mainly to solve customer problems, but now agents who often have business process with the other co-workers together to solve the problem, it is necessary to contact center and enterprise business processes in close to integrate. According to statistics, contact the customer call center receives about 30 percent of transfer to other departments within the enterprise expert or competent to deal with. IVR feature has been significantly improved, especially the improvement of voice input, so many basic customer service work can be done automatically, and customer service staff will handle more complex work. IVR clients can deal directly with some of the questions, and then transferred directly to the call the best agent to answer the call of artificial persons. At the same time, raise the level of the professional agent who makes a significant reduction in staff turnover.

recent years, the hardware cost is significantly reduced. Taken together, call center hardware costs and reduced labor costs, making the proportion of prominent software costs,designer shoes with red sole, and cloud computing architecture is the best way to reduce software costs. Therefore, in considering the contact center enterprise cloud computing architecture of the time, the cost should be assessed as an important factor. Cloud computing architecture may really be cheaper, but the function is perfect, whether the security requirements must be carefully considered.

no doubt that cloud computing architecture on the server and storage capacity provides great flexibility, which for the enterprise to adapt to different seasons and festive holiday peak caused by the business to provide a convenience because you do not permanently buy servers and storage. If you use cloud computing platform, contact center software and hardware will exist in the enterprise,louboutin new simple pump red, the need to consider security and privacy issues, such as cloud computing platform providers have sufficient qualifications and credit.

service level agreements (Service Level Agreements) protection is also an interesting question. Most cloud computing platform providers can provide 99.9% to 99.999% continuous availability, which is usually much higher than the company's own IT platform. Therefore, the reliability is continuously available enterprise cloud computing platform choice is a risk factor.

each contact center will be equipped with recording function, and this is to embrace cloud computing one of the most convenient starting point. The voice mail and recordings stored in the cloud, on the one hand with the growth in demand for step by step buying capacity storage resources without there must be too much time investment, on the other hand there are better legal compliance. Cloud storage resources is very cheap and flexible.

cloud-based contact center solutions, business users can not only bring many benefits,www.cheap red sole shoes, but also for a new business model and laid a good foundation, that is cloud computing platform providers directly contact center platform. Companies can directly hire the platform, eliminating the need to purchase any software and hardware burden. Aspect provides software solutions for contact centers are equipped with In this framework, each Meanwhile, the tenants of self-management capabilities so that all tenants to manage their own independent call centers, but can not see or affect the other tenants of the information. Their function can be completely different focus, such as a tenant focused customer service, while another is to do telemarketing.

In short, whether you are want the help of cloud computing technology to build their own contact center business organization, or hopes to offer cloud computing services provider contact center hiring, must seize the cloud brought to the opportunities and risks seriously consider this. The Aspect companies hope that through their expertise and experience to help you minimize risk, the proceeds raised to the highest.

Author

Jackal Ma University of Hong Kong in 1988, received bachelor's degree in electronics and electrical engineering in 2005, received an EMBA degree from Cheung Kong Graduate School in Beijing. Jackal Ma is currently the U.S. company's China general manager of Aspect Software, Aspect Software is responsible for promoting the world's leading unified communications solutions for contact center market in the Greater China business, Aspect in the region to enhance cooperation between the channels. He also managed Aspect's product solutions,red bottoms heels for cheap, to ensure that its customers and market demand in Greater China is consistent.

joined Aspect Software in the previous 20 years, Jackal Ma in several senior management positions in multinational companies, is very good across North America, Australia and Asia, and other cultural enterprises to build effective work teams . In the previous posts,christian bouton heels, Jackal Ma for the Chinese mainland to establish a number of enterprise customers with sales and services related to large-scale IT and communications systems, covering finance, insurance, telecommunications networks, transportation, government agencies, public utilities, retail and manufacturing and other industries. Jackal Ma is not only a master of product sales, and in large enterprises eChannel marketing channels,Christian Louboutin Sandals In Red, sales and customer service strategy and call center performance management, strategic advisory capabilities of a reputation, has led the China Construction Bank, Standard Chartered Bank, China People's Insurance Company and other companies in the world-renowned customer service and marketing-related IT and communications systems development and implementation of the project.

senior management engaged in before, Jackal Ma to begin his engineering career, primarily engaged in utilities and banking IT project work in Asia and North America have too much-vendor management of high value $ 40 million IT system, the worked for the company, including Unisys, IBM and Royal Bank of Canada.

statement: This article is the author written especially for CTI Forum, please indicate the source!


related reading: Aspect launched the SME contact center Aspect Contact 2011 2011-05-24 into the small and medium call center market Aspect Contact 2011 release 2011-05-19 into the social media contact center 2011-04-- 26 Aspect customers won the 2011 Gartner & CRM Award 2011-04-18 CCEC2011 one outstanding exhibitors: Aspect Software Inc. 2011-03-31
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