After years of development, the call center has gradually become the link between enterprises and customers, and plays a vital role in enhancing customer loyalty and managing customer relationships. However, in the Internet information age, the value of the call center has not been fully tapped, and it has not changed from a cost center to a profit center.
For the call center, many people are not unfamiliar, is a comprehensive information service system that enterprises use modern communication technology to interact with customers. Enterprises set up call centers to provide high quality, high efficiency and all-round services, so as to achieve the goal of minimizing costs and maximizing profits.
Today’s call centers are no longer limited to telemarketing services, but have evolved into customer contact centers. Not only that, in terms of technology, the call center has also undergone five generations of innovation, and the latest fifth generation call center is in the promotion stage.
The first generation of call center technology is relatively simple, almost equivalent to the hotline telephone, which is characterized by low cost, small investment, single function, low degree of automation, and can only provide manual services.
To the second generation of call centers, began to use a lot of computer technology, such as database sharing, voice automatic response, and so on, with a special hardware platform and application software. However, the disadvantages are poor flexibility, unchanged upgrades, high input costs, and telecommunications hardware and computer hardware are still independent of each other.
The most significant feature of the third generation call center is the introduction of CTI technology, which makes its qualitative change. CTI technology builds a bridge between telecommunications and computers, making the two become a whole, and customer information can be uniformly displayed in the system, greatly improving service efficiency.
The fourth generation call center is a softswitch based call center where the control stream and media stream are separated. Compared to the previous three generations, the fourth generation of call center hardware usage is significantly reduced, significantly reducing operating and maintenance costs.
The fifth generation call center, which is currently in the promotion stage, is a call center built with IP communication technology and IP voice as the main application technology. Through the introduction of IP communication technology, the user access channel is enriched, no longer limited to the telephone mode, and the input and operating costs are reduced. The big difference, of course, is the merging of voice and data.
In recent years, the rapid development of Internet technology, cloud computing, artificial intelligence and other rapid rise, to the call center to bring greater imagination space, the value of the call center to be further explored. IT can be predicted that in the future, call centers will develop toward automation and virtualization, and will simultaneously develop with traditional computer IT systems, and their influence in business activities is increasingly increasing.
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Post time: Dec-16-2023
