"Successful? Make sure everything's in order, right? ... Success!" Although he personally experienced the whole process of ultimate debugging and experiment on the site, Mr. Yu, the product designer of Enbird, still confirmed to the team members over and over again.
Finally, on July 15, the old customer solution provider, Infobird Software announced the launch of the "multi-screen function" for outsourcing call centers after 50 days of innovation.
"That is no less than waiting for the birth of their children's feelings, I believe that every enterprise and staff have design and development experience can understand." To this day, Mr. Yu still has mixed feelings. "It's a product we built ourselves, and it's the culmination of the wisdom we've put into making call centers more efficient." Mr Yu is proud of the acclaim for the multi-screen feature "black tech".
Intelligent innovation multi-screen function Xbird call center "insert wings"
As we all know, as a well-known customer intelligent interactive solution provider in the industry, Infobird software has served hundreds of industry enterprise customers such as China Travel Service Headquarters, Zhaopin.com, Yunda Express, PICC, Master Kong Group and so on over the years, enjoying a prominent reputation in the industry. Its outsourcing call center solutions have powerful functions. If you can help enterprises contact customers at any time and scenario, you can open the service within 1 working day, and 7*24 hours online service response; It can also be connected in the office, at home, on the road, anywhere. Any city in the country can be opened, and the deployment is not restricted by the region; The time of seat rental can be adjusted on demand, and the number of seat rental can be increased or decreased flexibly. There are various channels such as 400, mobile phone, SMS and wechat. And the emergence of the multi-screen function, just like for the bird call center inserted wings, so that its comprehensive capabilities greatly improved.
Nowadays, with the application of the multi-screen function, when different enterprises make incoming calls, the customized customer information page of the corresponding enterprise can be displayed on the call bird client according to the called number of the enterprise, and different customer information can be displayed in different sales phases. In addition, different customer information pages can be displayed based on different customer levels, different business rules, and outbound business objectives. In short, all enterprise agent supervisors can easily adjust the multi-screen Settings based on business objectives.
"You see, the pop-up page supports user-defined customer information fields, including single-line text boxes, multi-line text boxes, drop-down boxes, radio buttons, and check boxes. Each user can set multiple different pop-up pages according to the needs of the enterprise, and the content of customer information can be set flexibly. By setting screen-playing rules, users can display different screen-playing pages based on different keywords, such as called number, service type, and customer ID. As the designer of the multi-screen scheme of the bird, Mr. Yu is quite satisfied with his "child", the advantages are endless.
Information Bird: innovation power from the precise control of customer needs
"The original intention of the design and development of the multi-screen function?"
As we all know, call centers can help enterprises complete customer service and narrow the distance between enterprises and customers. However, as a tool, it is not immutable. It needs to meet the needs of customers and users' changing habits through continuous innovation and upgrading. Therefore, two months ago, after referring to the actual needs of corporate customers and consumers, the design and development of multi-screen function was quickly put on the agenda.
"At that time, we found that the key functions and deployments of the call center had become mature and convenient for customers to use. But in the user information collection, query, setting, adjustment and other aspects of the process is not simple enough, especially different enterprise customers business objectives are different, the relevant control details are also very different. Because of this, we wanted to use technology to solve this problem." Mr. Yu's words show that our research and development team has a keen and accurate insight into customer needs.
How can innovation optimize solutions to these challenges? This is a headache for every R&D team in the initial stage of product design, and Mr. Yu's team is no exception. Especially in the early stage of design, one idea after another came out, only to be rejected due to immature, imperfect, inconsistent and other reasons.
In May 2018, after numerous proposals were rejected, the "multi-screen function" solution was finally approved through the brainstorming of the R&D team. "At that time, I wanted to use an innovative function application and implant custom attributes to further optimize the operation and facilitate the collection, sorting and regulation of various customer functions and information. The multi-screen function solution can solve and meet the different actual operation and target needs of different customers." In retrospect, Mr. Yu is still confident in the original design idea, and he has proved the correctness of the idea through his actions.
50 days of concentration gather force message birds break through the thorns and eventually tread smooth roads
How hard it is to innovate! How difficult to design and develop! Before that, many companies invested a lot of research and development efforts to improve the efficiency of call centers, but few breakthrough results.
"Tired, not easy!" Mr. Yu admitted that although he has accumulated several years of rich experience, and customers are generally optimistic about the strength of Shinebird, but in the real design and development stage, there are still a lot of frustrations and unexpected difficulties.
"Customers in demand didn't wait for anyone, nor did competitors who were racing to surpass them. Time was tight and the task was heavy, and all members of the R&D team often stayed up all night with fast food and office floors." The emergence of the multi-screen function solution has experienced untold hardships.
No adaptation, debugging, poor functional integration, debugging, poor experience, debugging... Even through the difficult "beginning" of the hardships, the late product function application deployment stage is not easy. "Sometimes a key node can't be tested for dozens of times without making a breakthrough, and there is anxiety and irritability. It is really exhausting." Mr. Yu recalled. "Communication, encouragement, mutual encouragement, the closer to the success of the late stage, the more morale of the team, everyone knows the beauty of flowers."
In July 2018, the function of "multi-play screen" was successfully debugged! The research and development team of the bird only uses 50 days to innovate and develop a shock to the industry "black technology", the powerful comprehensive strength is self-evident, and through this, the bird's position in the industry market is increasingly unable to shake!
News bird: The road ahead will be long
As the core product of Shinebird software, Shinebird outsourcing call Center with many powerful functions can be called cloud computing call center. It has modular basic function product components, value-added service product components, consulting services and deployment services.
Mr. Yu said, "According to different deployment modes, it can be divided into public cloud call centers, hybrid cloud call centers and private cloud call centers, which together constitute the professional call center solution based on 'cloud computing'. All product components and service forms can be used on demand, through standard infrastructure, rich network resources, powerful parallel ACD strategy, visual IVR operation, flexible agent distribution, enabling enterprises to fully realize the 'in the cloud' business, arbitrary layout, light load."
Facing the future, Mr. Yu and his team are full of confidence after experiencing the great waves: "There will definitely be more intimate functions containing 'black technology' launched! At all times, we do our best to provide our customers with the most advanced and applicable call center solutions to create more value for our customers and bring the best experience to our customers."
