Let the call center interact with CRM
Zhang Xin 2003/09/27
A company that has a profit of billion metronics can have no background intelligent commercial system, or there is no ERP, but there must be a contact number that all-pass, it is the call center. An important role present in today's multi-channel call center is not only reflected in customer service, but also in marketing and sales strategies. However, this transformation process-centricly focused a profit centering in cost, making many business management caught in confusion. In this case, the application CRM system has become a way to extend the central value of the intelligent management. However, since CRM completely changed the past operation mode, management is often more difficult to seek a method and strategy of enterprise development in new mode. Thus, many companies invested in large amounts of funds and human CRM projects not only assume that IT input failure, but also loses significant losses from the business and profits. CRM did not fall as a company that was taken as a total of more than 220 billion yuan, and the choice of CIO Wang Dao South of Taikang Life Insurance Co., Ltd. was very cautious about the choice of CRM system. He said: "CRM is not falling, what kind of CRM is on, according to the company's business characteristics and existing systems. As a service company, Taikang already has a well-founded call center, we believe how to It is a key task to effectively achieve docking and integration of the previous call center system and the new CRM system. "In recent years, companies engaged in CRM software have experienced never mature to a mature development process, from Standard software directly introduced into the ship to provide personalized solutions now according to customer needs. Standard formation and industry application refinement, so that system providers, software companies engaged in CRM software, gradually become the backbone of CRM program implementation. Most of these companies have strong office and enterprises, industry business systems development, which make it better to grasp the business process and functional needs of enterprise applications. However, "soft CRM" is not all! The CRM software does not represent all the connotations of CRM, which is just a CRM core tool. CRMs are dependent on a communication platform that can communicate with customers, and these are not lacking in CRM software development companies. It is the industry and expertise of software development, resulting in its limitations of its understanding of telephone communication technology. Incorporate "hard call center" into the "soft CRM" in the CRM concept vigorously entered Chinese enterprises, in the field of CTI, enterprise call center applications are developing rapidly. Now there is a manufacturer of call center products. Most of the front is developed by CTI products. The technical background is also biased towards the telephone switch, the application development of voice board, focusing on some telephone voice functions, such as voicemail, telephone recording, automatic voice Answer, etc. With the development of CTI technology and the concept of call center concepts in China, these companies will naturally become suppliers of call center products. The call center is from the perspective of technology. It is an application of CTI, which must be controlled to a large number of telephone incoming calls, while also the control of the enterprise service process through software. The operation is specialized. Due to technical background reasons, the existing call center supply has more energy for how to provide a higher performance, more stable call center access platform for enterprises, and implement the backstage of the call center. The application function is separated from the underlying control of the access to the interior product, so that developers who are familiar with CRM software applications can be developed for specific applications only based on the corresponding middleware software, without having to understand communications. technology. HollyCRM Company believes that the call center is one of the important channels for enterprises and customers, and is also a number of customers who are willing to use. In this interaction interface, a large number of customer basic information, demand information, and business activities. According to this, the business processing power is improved, which is the main task of call center channels.
