Cloud Communication Customer Center Service Platform
With the increasingly fierce social competition, enterprises gradually realize the importance of service. Providing external service of customer service center has become one of the means to improve the service quality. However, most customers of enterprises interact with customer service personnel through different channels and different ways. Therefore, it is necessary to fully understand customer needs, integrate various resources and make use of advanced technologies such as speech recognition and voice analysis to improve the efficiency of customer service center and reduce the labor cost.
Cloud communication customer center service platform combines mature soft and hard switch technology with the latest Internet concept. Based on cloud computing, big data, NLP Chinese Semantic Computing and deep learning technology, the platform provides enterprises with all channel access and full scene coverage, meets the requirements of customers in various industries for enterprise business development, helps customer service personnel respond to service requests anytime and anywhere in different environments, and truly realizes 7×24-hour customer service.
The cloud communication customer center service platform provides basic communication capabilities and artificial intelligence technology. Through the API or SDK of PAAS layer, it integrates artificial intelligence voice interaction, and provides standard customer service application and intelligent application in SaaS layer. The underlying capabilities mainly include CTI, IVR, recording, softswitch platform, audio and video and intelligent routing, while customer service applications mainly include seat management, work order, monitoring, recording storage, real-time push of bills, and display of statistical reports.