Till now, marketing saturation of call center has never been brought out as some people mentioned before. Instead, more and more enterprises are building, expanding, and optimizing their call center. High-capacity call centers act very important roles in the enterprise operating, especially for telecom operators, telemarketing enterprises, service-type enterprises, governments and information-type enterprises.

As the call center capacity is getting higher and higher, the functions are getting more and more abundant, and the services are getting more and more miscellaneous, even when providing cross-platform service, no matter call center operator or system integrator are facing much bigger challenge inevitably. After years’ development, call center has built solid technical base, and the basic functions are getting mature day by day. At this time, the system integrators need to consider how to make it more stable, more humanized, and flexible. And the topic of call center set up has never stopped. Especially for the large enterprises, including telecom, automobile, and consumable industries, etc, the cost, performance, development, management problems of high-capacity call center can’t be neglected. How do system integrator response leisurely when the market demands of high-capacity call center are getting more and more?

Aiming at the problems of traditional call center, the applications of DONJIN Keygoe multimedia switch based call center platform are very successful in high-capacity call center projects. For example, in Fujian province of China, the telecom outsourcing call center reaches 1500 extensions single location, the China mobile heath consultation hotline reaches 700 extensions; In Liaoning province, the TV-shopping call center of Dalian TV station reaches 640 extensions; In Hebei province, the Baidu search call center of Shijiazhuang city reaches 480 agents; In India , the first-stage scale of Kankei outsourcing call center in Mumbai, India is 480 agents, and will be expanded continuously…

The reason of mature applications of call center system platforms and solutions based on DONJIN Keygoe multimedia switch solved the previous problems of high-capacity call center.

Traditional Problem I: Operating cost is out of control

The vertical system structure of traditional call center makes the flows interconnected, when anyone of them has problem, the system stability and reliability will be influenced. In order to maintain system to operate normally, users need to reserve enough human resource to prepare for the needs. Meanwhile, because of the long building period, high maintenance cost, numerous second-development involved aspects, and human resource management, etc, the needed time and funds of call center are increasing day by day, and showing an out-of-control status, which causes the operation cost out of control.

Solution: The Keygoe based call center system platform is a distributed system platform. This platform is composed by service center, branches, disaster center, remote extension, and remote access point. Every point connects by IP WAN to constitute a distributed-deployment and centralized-control service system. It is a real multimedia call center. The universal multimedia processing technology integrates abundant multimedia processing functions like play, recording, fax, conference, IP, SS7, video, TTS, ASR, in one board, then, all the media processing ability can be included in one platform. The advantage is very obvious. Unified service interface means simple deployment, the functions in series change to parallel; the clear system structure means high stability and reliability. Meanwhile, the cost is decreased. Distributed deployment makes the system can be changed one by one, no need to change all parts when one part needs to be changed.

Traditional Problem II: The set up of call center is difficult to keep synchronization with service.

Because users can’t accurately estimate the service developing scale in near future, the construction scale, functions, and performance standards of call center plan can’t be confirmed accurately. This causes indecision on updating in one step or step by step. On operation aspect, service flow is constrained by the hardware layer, the flexibility is very low. System can’t adjust the flow according to market changes. If the flow follows system structure, it causes unreasonable service flow design which can’t satisfy service demands. If the service flow is in priority, then the system structure has to be changed too much. This may be cause to invest more on Hardware and the overall cost increases.

Solution: DONJIN Keygoe based call center system platform adopts SOA based system structure. This new structure pays attention to every service application and flow of call center, and makes the application and flow to be independent functions and services. Through SOA, enterprises can constitute, deploy, and integrate these services to form to individual service flow which enhance the flexibility of call center flow without basic hardware platform. Moreover, SOA based system structure can improve the upgradability, scalability, maintainability, and manageability. When service flow needs to be optimized or increased along with the service change, operators don’t need to increase any software or hardware device to complete function increasing or performance enlarging, and expand this kind of active change to all extensions including remote extension. This provides fast market response with convenient, quick, and low-cost communication support and guarantee.

Traditional Problem III: Service continuity can’t be guaranteed.

The complexity of call center system structure makes shortage exist. Strictly, computer platform is a unreliable system platform, the CPU, memory, and every hardware interface are the potential fault point. When service peak time or burst service occurs, massive media file transferring always makes system bus overload, and increases probability of problems, which influence the service continuity. Traditional call center construction modes always make every kind of server dual hot standby, however, in most cases, only make CTI server or IVR server dual hot standby. The dual hot standby for IVR server doesn’t only increase the cost, but also increase the system complexity. Meanwhile, the potential fault point of other function servers are not improved and integrated stability and reliability are not enhanced prominently. On those days that call center is becoming user core service day by day, the loss causing by service continuity can’t be estimated.

Solution: Carrier-grade Keygoe multimedia switch can apply dual hot standby in various function components, such as power standby, switch standby, link standby, system standby. Especially for the N+M standby among universal media processing modules, it fully apply node fault free, and keep the best service quality in long time. Distributed master-slave standby feature provides high-capacity and distributed call center system with unlimited usability and same service quality.

Also, using Keygoe based call center system solution applies unconditional stability, cross-platform and cross-interface operation and management, humanist user flow, smooth function transition, powerful information processing function and conference function, and expandability of fast deployment and efficient scale expansion, such as China Unicom Zhejiang province branch marketing call center, China Telecom Sichuan province outsourcing call center, Tianbo aviation of Sichuan province call center, Haerbin city TV-shopping call center, etc. The applied main functions include: 1. Automatic service, including information checking, special information automatic matching, message leaving, OBD, and intelligent SMS, etc; 2. Manual service, including cross-platform forwarding, service acceptation, classified individual service, service investigation, on-line training, etc; 3. Background service, including flow tracking, database maintenance, forwarding maintenance, auto order distribution, classified level monitor, auto recording processing data , and whiteboard sharing, etc.

For the operators of high-capacity call center, perfect technology platform deployment doesn’t means they don’t need to worry about anything. Human resource and service management is long-term and difficult process, hardware platform can be a very sharp device, but success depends on the handling of market and user by operators. What DONJIN Keygoe can do is contribute to guarantee for providing the operators with better call center service. There is still long way to go for the whole call center industry. But DONJIN will keep researching and innovating the construction scheme for high-capacity call center.