In recent years , With the popularity of cloud computing technology , as well as AI Technological development , The rapid rise of intelligent contact centers based on cloud infrastructure , China's cloud communication service providers, represented by Ronglian, rely on their technological capabilities of independent innovation , It took the lead in completing the change of direction and overtaking of foreign manufacturers .
Despite the fierce competition in the field of cloud communications , But Ronglian has achieved high-speed revenue growth every year , Become the largest cloud communication unicorn in China .
In recent days, , Ronglian announced the completion of 1.25 Billion dollars F Round of funding , This is the largest private equity financing in the field of domestic cloud communication so far .
Behind Ronglian's repeated recognition of capital , Its key product line CC（ Cloud Contact Center ） It's also a burst of performance 、 Rapid expansion of industry customers . In the area of a focal point in the Red Sea , What did Rong Lian do right ？
01、 The change of the contact center
Now people are used to opening e-commerce shopping APP when , Ask the customer service for the size of the product 、 Price 、 The demand for delivery , I'm used to it in the bank APP Or on the web , Tell the needs of business management to robot customer service .
People don't have to wait for daylight hours to consult business , Customer service robots can 7*24 Hours online Q & A and business . This is for 20 Call centers a year ago , It's just fantastic .
in fact , Call center has gone through the primitive stage of slash and burn cultivation . In a 20 Over the years , A call center based on telephone voice , Gradually towards the telephone 、 SMS 、 Webpage 、APP、 Wechat and other multi-media all channel contact center .
In terms of interaction , From long waiting artificial voice and inflexible keyboard interaction , Upgrade to voice robot , By recognizing the user's voice and intention , Intelligent voice interaction with one click navigation ; In resource allocation , From the traditional seat workload matching , Upgrade to match customer tags and customer service skills .
Behind this , One is data analysis 、 Semantic analysis 、 Intelligent scheduling 、 Process coordination 、 Integration of many emerging technologies such as operation management , On the other hand, there is a fierce battle for users , The strong demand for enabling business with digital technology has broken out in many enterprises and institutions .
How to get a contact center from “ Cost center ” Turn into “ Profit center ”, Even the user's “ Experience Center ”, It has become a common topic for enterprises and service providers .
at present , A lot of contact centers are starting to add big data 、AI And so on , Intelligent customer service 、 Speech robot 、 Various intelligent applications such as outbound robots are springing up .
But even so , There are still a large number of enterprises in the digital transformation of the call center , It's important because , These seemingly intelligent products , Some are seriously out of touch with the actual business , Some can't support diversified media channels , Some are free AI The name doesn't bring business value .
The intelligent contact center that enterprises desire , How to realize ？
02、 Cloud contact center covering the whole process of customer growth
As a benchmark enterprise in the field of cloud communication , Ronglian has its own methodology in the practice of intelligent contact center .
In Rong Lian's opinion , The contact center expected by enterprises is more than just intelligent technology , But from the business point of view of the enterprise , Enabling the business with services covering the whole life cycle of customer growth .
This is because of today's Contact Center , It has gradually changed from simply providing customer service , It has become an important part of enterprise marketing . Based on the nature of the contact center , Connect customer service to marketing , To help enterprises quickly occupy the market , Reduce marketing costs , Unified service quality .
therefore , Rong Lian proposed that , The contact center should be based on the needs of the enterprise in different stages such as customer service and marketing , To do the corresponding intelligent service . for example , In a marketing scenario , The contact center no longer provides a large number of customers with indifference “ The bombardment ”, But on the basis of big data analysis , Precision marketing for different customer groups .
First , In the customer acquisition phase , In the past, people used to make calls one by one , Faced with a lot of empty numbers 、 busy 、 To turn it off 、 Stop the machine, etc , The business is extremely inefficient .
In order to completely change this situation , The predictive outbound call product launched by Ronglian , It can realize batch outbound calls , On the one hand, it can effectively filter invalid numbers , Automatic recording of number dialing , Greatly improve work efficiency ; On the other hand , The number of seats to be idle can be predicted according to the algorithm , Transfer the call to an artificial agent at the moment of connection , Lengthen the effective call time , So that enterprises can contact more potential customers , Improve the conversion rate of marketing .
In addition to reducing costs and increasing efficiency for enterprises , Ronglian also takes full account of the user experience of the contact center . In predictive outbound products , Through its unique patent algorithm , According to the dial list data 、 List call rate 、 Number of online seats 、 The average call time of the agent and other indicators , Calculate the number of calls per second , It won't disturb users , And it won't cause seats to be idle due to too little exhalation , So as to maximize the human efficiency of enterprise seats .
Besides , There is also a corresponding voice robot as an auxiliary , Make an outbound call in a situation close to the real situation , Marketing to customers . after , Voice robots can also divide interested customers into different levels , Provide to the manual agent for further follow-up .
secondly , At the customer service stage , In the past, the call center system was used to access the idle seats randomly , The quality of service is uneven . But in the cloud contact center of Ronglian , Through a set of intelligent user call routing , It can provide personalized service for different customers . When it's different VIP After the call from customers of different levels or different business needs , The system will be transferred to the most suitable seat for the skill to accept the demand .
When a customer goes through a web page or APP When consulting business , Accommodative AI Text robot can realize one question and many answers , That is to give different answers according to different situations of users . for example , When customers ask questions “ Can I mail this place , How much is the delivery fee ” when ,AI Text robots can get users' location in real time , according to IP Location to predict the price of postage .
Besides , When manual customer service is not online ,AI Text robots can do some short interactions with customers , And generate work order for manual customer service to view , After that, we will pay a targeted return visit . such AI+ Artificial way , In providing customers with 7*24 Hours of service experience at the same time , It also realizes refined personalized service , So as to achieve a closed-loop service for customers .
Last , In the customer maintenance phase , That is, customers enter the private domain flow pool of the enterprise , Secondary marketing will have the opportunity to further improve the conversion rate of marketing . At this stage , Ronglian will marketing robots through breakpoints , When the customer doesn't have the next conversion action , To send text messages 、 Second activation of customers by email or phone , In order to complete the further promotion of marketing .
at present , Ronglian is the only contact center in the industry that can fully cover the customer growth process , And the only one that can offer All in One Service provider of Omni channel intelligent contact center solution , Including Omni channel customer service 、 Intelligent conversation robot 、 Intelligent outbound robot 、 Intelligent voice service 、 Intelligent video customer service 、 Intelligent analysis report and other intelligent products . This unique competitive advantage , It is closely related to the development of Ronglian itself .
since 2014 Year begins , Rong Lian follows from CPaaS（ Cloud Communications ） Ability to cut in , Launched the integrated communication for enterprise internal communication 、IM im 、 Audio, video and conference products , Finished in UC&C（ Unified cloud Communications ） The layout of the field .
2015 year , Ronglian investment and acquisition of cloud customer service company Qimo , Launched public cloud customer service products for small and medium-sized customers , Focus on fast, flexible and standardized ; meanwhile , Ronglian is also incubating its own cloud contact center , Gradually formed a large and medium-sized customer oriented industry cloud contact center product system , Focus on high stability 、 High reliability and seamless connection with enterprise business system . thus , Let's say “ Qimo ” and “ Rong CC” Two major plates have been completed in CC（ Cloud Contact Center ） The overall layout of the field .
2017 year , Ronglian began to focus on “ Cloud Contact Center +AI” Fusion , Create a new generation of Intelligent Cloud contact center products and solutions , And successfully applied in Finance 、 Online retailers 、 The government 、 In the business scenario of manufacturing and other industries .
2018 year , Capacity alliance is based on “ Cloud Communications +AI” Further expansion , establish CV（ Computer vision ） department , With AI Vision technology is the direction , Make technical reserve for future communication mode .
Like a “ Versatile ”, On the one hand, Rong Lian uses CPaaS+ CC+ UC&C+CV Overall product line layout , Covering different types of customer groups ; On the other hand “ Cloud Communications +AI” The ability of , Combined with specific industry needs , Dig the depth of the product , Make the product thick .
After so many years of precipitation , Ronglian has already developed a perfect technique . meanwhile , With strong industry development and delivery capabilities , In the practice of the industry, a complete set of methodology has been developed , Become the most customer aware service provider in the cloud contact center field .
03、 Why can Ronglian lead the trend of cloud contact center ？
If we carefully analyze the product line of Ronglian , There will be a clear challenge , That's the front line leader , Go across CPaaS, CC, UC&C,CV Four areas , It can cover standardized small and medium-sized enterprise customers , It can also meet the needs of large and medium-sized government enterprises . In such a situation , Ronglian will encounter competitors in multiple product lines .
Only in the contact center area , Ronglian has to face the traditional communication service providers 、 Call center service provider 、 Tradition IT The competition of old service providers such as integrators , At the same time BAT Internet giants and AI Startups are pouring into the track .
For all that , On the contrary, Ronglian relies on its whole product line strategy , Has a unique advantage .
From a market point of view , Because of its long business chain , The products are complete , It can meet the needs of users at this stage , It can also lay the foundation for future user needs . When existing products gain user stickiness and Loyalty , Ronglian can further introduce other product lines for users , To eat away the market share of competitors .
From the perspective of enterprise users , Capacity of the whole product line of Ronglian , Can well meet the needs of enterprises in all aspects ： Whether it is the construction of internal communication system of enterprises , Or the external contact system of the enterprise ; Whether it's a new cloud Contact Center , For the future 5 Lay a good foundation for the annual plan , Still taking into account the existing IT Asset based , The ability to introduce cloud contact centers ; Whether through standardized deployment , For enterprises to quickly complement part of the contact center capacity , Or through the private cloud 、 Deployment methods such as proprietary cloud , Provide customized Contact Center Services , Ronglian has comprehensive capabilities .
The whole product line strategy also has a huge advantage , Is to reduce the overall cost through continuous investment .
Since all core businesses of Ronglian are based on “ Cloud Communications +AI” The ability to build , So for the underlying communication technology 、AI Continuous investment in basic technologies such as technology , Be able to gain scale and cost advantage in the whole product line . At the same time through the implementation of different projects , To complement the functions of each product line , In turn, it enhances the advantages of the whole product line , Forming a virtuous circle .
As Huawei advocates internally “ Force out a hole 、 Make a profit ”, Ronglian also focuses on “ Cloud Communications +AI” The main channel , Let the business line of the whole company enter very smoothly .
In fact, it's hard to copy this kind of connection . In terms of Technology , It is not only required that the underlying technical architecture of LC is robust enough , Be able to continuously optimize and upgrade , And it requires constant innovation in technology and function , Enhance product value .
From the perspective of market , At every time when technology and market meet and change , Ronglian must grasp the market trend , Combine technical advantages with user pain points , To achieve business success .
Based on independent research and development PaaS platform , Ronglian has established a contact center platform with independent intellectual property rights . Unlike most manufacturers in the industry using open source code for research and development , Ronglian cloud contact center has carrier level reliability architecture design , In the high reliability of the system 、 High performance 、 High concurrency and other aspects have incomparable advantages .
Under the policy guidance of new infrastructure construction and localization substitution , Such as Ronglian cloud contact center and other products that insist on independent research and development , It will further explode in the domestic industry market .
In the past two years ,AI It is a new weapon that Ronglian focuses on . Through self-study NLP At the core , Build an intelligent communication platform for enterprises , Accelerate the intelligent transformation of traditional call center .
And many to AI Different companies start with technology , Rong Lian emphasizes “ Cloud Communications +AI”, namely AI The value of the landing , It has to be from the communication scene 、 From the perspective of industry application and enterprise management , Only in this way can we really solve the customer's problems .AI It's not a single product , It's the ability to enhance the product's function and experience .
at present , Ronglian can build machine learning from basic level capability for enterprises 、NLP、ASR、TTS、 The dialogue engine from knowledge platform to application ability 、 Rules engine 、 Call engines, etc , It can also provide voice outbound calls 、 Smart voice navigation 、 Intelligent customer service assistance and other scenarios of the application and interface , This is the most thorough innovation and intelligent transformation of the traditional call center .
stay “ Cloud Communications +AI” Technology driven by two wheels , Ronglian has obtained a large number of software qualification and patents in the field of contact center , Such as ： Predictive outbound call system PDS、CPD Detection information collection system 、AI-connect Intelligent management software 、 The intelligent dual recording system of Ronglian information 、 Intelligent voice robot program control system 、 Intelligent quality inspection system, etc .
among , There are leading technologies , There are also industry landing technologies . One side , As the cloud communication and contact center area “ Wind vane ”, Technological innovation has been at the forefront of the industry ; On the other hand , Market competition will eventually fall on the commercialization ability of combining technology with user needs , Ronglian has given full play to its advantages in the industry .
Because of long-term service finance 、 The government 、 energy 、 Traditional industries like manufacturing , We can deeply understand the business scenarios of enterprises , For example, financial institutions “ Double recording ” scene , Governmental “ Run once at most ” scene , Ronglian can combine technology with customer's business scenarios , On the basis of the existing contact center, it provides a variety of value-added functions , Develop solutions for specific industries , So as to put the technology into practice .
For industry customers , There are technologies as well as scenario solutions , It is the ideal partner of landing intelligent contact center .
Left hand cloud communication , one 's right hand AI It's a combination of , Through solid self-developed technology , To cover the whole process of customer growth service , Upgrade the enterprise's traditional call center business to Intelligent Cloud contact center , Leading the contact center industry to real intelligence .
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