Recently, the "2018 China Industry Information Integration Development Forum" was held in Beijing. With the theme of "Information promotes the upgrading of intelligence and promotes the transformation", this forum focuses on hot topics such as "Internet +, big data, artificial intelligence and intelligent manufacturing" and talks about emerging industries to jointly explore and practice the development of information technology. With forward-looking industry insight, leading technical strength, innovative solutions, and rich practical implementation, Infobiao Software will be able to achieve its goal. Through the unanimous recognition of the expert jury, it won the "2018 China Cloud Customer Contact field best Solution Award".
"2018 China Industry Informatization Integrated Development Forum, guided by China Electronics and Information Industry Development Research Institute, hosted by CCID and Internet Economy Magazine, Jointly supported by the 12381 Public Service Telephone Platform of the Ministry of Industry and Information Technology, the Computer and Microelectronics Development and Research Center of the Ministry of Industry and Information Technology, the Software and Integrated Circuit Promotion Center of the Ministry of Industry and Information Technology, CCID Think Tank, and the China Computer Users Association, this forum is themed as "Information Drives Upgrading Intelligence and Bringing about Change". The conference invited government leaders, industry experts, industry leaders, application executives, and industry users to gather in Beijing to jointly solve various problems encountered by enterprises in the process of transformation and upgrading, and help the country to achieve an information-based and intelligent economy and society."
The continuous deepening of information and mobile Internet development has promoted the continuous evolution and upgrading of China's customer service industry. The transformation from traditional telephone customer service, web online customer service to omni-channel SaaS customer service, intelligent customer service and other forms continues to occur, and the customer service scene has quickly spread to every consumer's daily life. On the other hand, with the increasing influence of user experience on consumption upgrading, enterprises need to meet higher requirements for the mobile, secure access, efficient operation, rapid deployment, satisfaction improvement and other aspects of customer service. Customer service is no longer satisfied with the service boundary, but extends to many fields such as operation, sales, marketing, etc. The development of big data and artificial intelligence is pushing enterprise customer service to a new stage of intelligent customer interaction.
Infobird won the "2018 China Cloud Customer Contact Best Solution Award" at the conference.
As the leading intelligent service and cloud computing application service solution provider in China, Inbird Software has been committed to the research and development of customer interaction and communication field. With 17 years of customer operation practice and cross-regional resource support from Beijing, Shanghai and Guangzhou branches, Inbird Software is based on the complete platform of cloud computing IaaS, PaaS and SaaS, relying on leading technologies such as big data and artificial intelligence. It has built a rich product system including omni-channel cloud customer service, cloud call center, online customer service, intelligent cloud e-commerce, voice robot, etc., catering to customer contact needs in dozens of industries such as banking, insurance, education, e-commerce, government, online tourism, etc. It has created intelligent cloud customer contact solutions with multi-channel access, multi-terminal support, intelligent routing, comprehensive quality inspection, multi-dimensional analysis and other scenarios, bringing changes in enterprise marketing service mode and customer service management mode.
Take banking as an example, Fintech and Internet thinking have brought great business changes to the "traditional industry" of bank customer service center. Banks need to create an extreme user experience based on big data and personalized for users, which requires that each customer should enjoy a unique and customized service process. Customized experience means that the customer service access scenes of VIP and ordinary customers are separated. Meanwhile, customer identity, age, region, personality characteristics and dialect recognition should be treated differently. A customer call is no longer a number, but a complete image. The timeliness and professionalism of service are becoming more and more important factors in user experience. Filling in work orders and solving problems after department transfer can no longer keep up with the pace of customers. The service process and professional seats will be far better than the previous service mode. The behavior data of customers at the stage of incoming calls should be recorded, and these interactive data can contribute to the active contact strategy. At the same time, complete omni-channel customer interaction data should be collected, so that each business system can make further unified interactive decisions based on the data.
The intelligent contact solution of Enbird Bank can provide an experience center with all-channel and all-behavioral view, use the right channels at the right time, and personalize the combination of interaction channels for each type of customer, personalized service process for each customer, and even personalized service process for each call. Build an all-channel and all-media contact center in the Internet era, fully explore and utilize customer interaction behavior data, and provide the ultimate user experience with all contacts; At the same time, big data technology is used to collect, mine, store, calculate and analyze massive data, so as to provide decision-making tools for user behavior analysis and precision marketing, and maximize the application of customer interaction value.
The retail industry is also experiencing great changes in the marketing service mode. Facing the strong buyer's market, breaking the traditional service mode and opening up new marketing service track has become the only way for the transformation and development of traditional retail enterprises. No matter new retail or borderless retail, it is necessary to rely on the Internet and upgrade the production, circulation and sales process of commodities by using big data, artificial intelligence and other technical means, and deeply integrate online services, offline experience and modern logistics, so as to improve operational efficiency and optimize customer experience
Retail enterprises need to build a multi-channel customer contact platform to build competitive advantages and provide a variety of channel combination services to meet the diversified needs of customers in the purchase of commodities and provide customers with convenience everywhere at all times. Xbird customer contact solution can realize the unified view function of customers, unify the multi-channel information such as call center, wechat public account, Weibo, web page, APP, mail, message, SMS and so on with customers as the main line, realize the information sharing and cooperation of different channels, and realize the real-time status and information communication of various channels. To meet consumers' service needs at any time, anywhere and in any way, comprehensively enhance customer stickiness and improve customer experience; At the same time, it can help enterprises gain a 360-degree insight into customer needs, provide a more accurate portrait of customers in an all-round way, so as to carry out precision marketing, and help retail enterprises successfully transform themselves in the process of service upgrading, so as to provide higher value and achieve greater profits.
Banking and retail are not the only areas that need to be reformed. Insurance, financial technology, online travel, education and training and many other industries are also facing the reconstruction or upgrading of call centers and customer service systems for smart customer contact hubs. In the future, Shinebird Software will continue to promote product and solution innovation, and promote the landing of new technologies and applications, cooperate with industry partners and customers, jointly promote the construction of enterprise cloud customer contact system, and lead the customer contact industry in China into a new era of intelligence.
