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Dongjin: Technology-product-operation cycle drive to promote the development of customer service industry

2018-05-14 16:08:34 Author: Source:CTI ForumComment:0  Click:


"In the customer service industry, there are always three core driving forces - technology, products and operations. The three are just like gears. They always show the trend of alternating development and competition in the industry, and with the continuous development of new technologies. Emerging, we need to fully cooperate through the industry chain, introduce new technologies, deploy new applications, speed up the alternating cycle of technology, products, and operations to drive the rapid development of customer service industries, so that all parties in our industry chain can Gain growth from this," said Jun Liu, Dongjin's technical product manager at the 2018 China Call Center and Corporate Communications Conference recently held.

Figure: Liu Jun, Dongjin Technical Product Manager
In the speech of the conference, Liu Jun further explained this. In the cyclical drive of technology, product, and operations, it always presents early technology first, completes the development and storage of technology, and then turns technology into "products," and numerous products begin to unfold in product features, product forms, and other aspects. Innovation and fierce competition, showing a flourishing trend. After the product reaches our customer level, it begins to shift to the “operational” level, and it is more to promote the business growth of operators and improve their customer experience. Through this technology, a product is formed, and the product is then operated at the customer level. In the course of operation, feedback is given to the technology, and then the product is formed, and the product is continuously cycled, thereby promoting the development of the entire industry.

Figure: Dongjin keygoe multimedia switch series products
To further confirm Liu Jun’s point of view, he gave an example. This is the application of Dongjin Keygoe multimedia switch in voiceless payment. For the bank card payment scenario in telemarketing operations, at the product level, the Dongjin Keygoe multimedia exchange platform initiates a call to the front system of UnionPay or UnionPay, and establishes a new voice channel to carry customer account information so as to ensure that the account information is not retained by the merchant. , Reduced the security risks and legal risks of the marketers and customers. Not only that, for this application scenario, Dongjin Keygoe multimedia switches are overlaid with illegal lap recording monitoring technology, interference code technology and multi-line transmission technology to further ensure the security of the voice payment channel. This set of product solutions was later widely used in the telemarketing industry, and has further promoted the growth of telemarketing companies, bank card organizations, and third-party payment agencies. Obviously this is an example of a typical technology, product and operation that alternately drives the development of the industry.
But will the continued evolution of basic communications technology continue to lead the development of the customer service industry? In this regard, Liu Jun believes that with the fiery and mature technology of artificial intelligence in recent years, customer service that incorporates artificial intelligence elements may be the most noteworthy application. It may be that technologies, products, and operations are alternately driven at a higher level. Came. However, the exploration of new applications is not driven by technology alone. It needs to combine technical status, product characteristics, and actual operating scenarios to alternately drive the three levels of technology, products, and operations to promote new technologies in customer service. The landing of the industry has truly formed an upsurge in the application of new technologies and promoted the development of the customer service industry.

Photo: Liu Jun (right), Dongjin Technical Product Manager, interviewed
How should the customer service industry drive the adoption of emerging technologies? Liu Jun said in an exclusive interview with Qin Kexuan, general manager of the 2018 China Call Center and Corporate Communications Conference organizer CTI Forum, that the industry chain of the customer service industry covers the three levels of technology, products, and operations, and that the realization of emerging technologies requires industry first. All parties in the chain adhere to an open mind and fully cooperate with each other, followed by a fast-fast one, draw on the operating model of the Internet industry, and run quickly to quickly find the most suitable user needs or pain points, and provide corresponding solutions to achieve technology-products - The rapid iteration of operations accelerates the industrialization of technology.
Liu Jun said in the end that Dongjin hopes to make full use of the excellent platform capabilities of the Keygoe multimedia switch, introduce new technologies through industry chain cooperation, and deploy new applications, so that the three gears of technology, product, and operation will be replaced alternately. Faster, more efficient coordination, and promote the rapid development of customer service industries, so that all parties in the industry chain can fully access the growth of new technologies brought to the entire industry.
About Dongjin Technology:
Shenzhen Dongjin Technology Co., Ltd., referred to as Dongjin Technology, is a leading provider of information and communication equipment and solutions in China. The products cover information security, financial payment, and multimedia communications. Dongjin Technology was founded in 1993. After years of experience in product research and development and project implementation, it has formed a complete product line and a complete service system. The information security product line has three major categories of nine series, including: cryptographic machines, encrypted transmissions Gateways, security management and other categories; financial payment product lines cover network card-related core equipment such as bank cards; multimedia communications as the foundation of Dongjin technology, technology has always maintained a global leading position, its product line across call centers, corporate communications, telecommunications Operation and government emergency command and dispatch and other fields. Through constant cultivation, the number of installed ports of Dongjin Technology products ranks first in the same industry, and is widely used in the military, government, telecommunications, finance, energy, transportation and other industries, and the product achieves more than 80% coverage of the entire industry.
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.

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