Computing power is the main driving force and growth engine for the development of the global computing industry in recent years, and it is a "new productive force" integrating information computing power, data storage power, and network carrying capacity. According to the data, the global computing industry space will reach 114 trillion US dollars, while China's computing industry space is expected to reach 104.3 billion US dollars, close to 10% of the world's total.Company C is one of the representatives of computing infrastructure and computing services in China, and has set up a number of research centers and regional departments around the world to serve many industries such as finance and energy. In 2022, IDC, a market research institute, released a tracking report on China's server market in the first quarter, with a c of about 11With a market share of 1%, it ranks third in China's x86 server market.
With the acceleration and deepening of the global digital economy, the demand for high-tech industries in Asia, Africa and Latin America is expanding year by year, and developed regions such as Europe and the United States are also in urgent need of reducing costs and increasing efficiency.
However, relying solely on product advantages is not enough to form a complete brand advantage barrier, enterprises must not only have high-quality products, but also provide customers with deeper service experience value, internal and external work together to create a high-quality brand image, so that the brand reputation will flourish for a long time.
Based on this, Company C officially launched the deployment of customer contact channels around the world in 2021, serving global enterprise users and creating a high-quality after-sales service contact center through wisdom tooth technology call center products. 01Easy-to-use, stable and intelligent domestic call center.
Company C mainly provides computing facilities and services for enterprises, and compared with other categories of customer contact, the biggest difference is the technical and professional user consultation. However, if enterprise users consult through the first form, it is difficult to guarantee the timeliness of demand description and problem solving, so call service has become the first choice.
To do a good job in customer contact, the first thing is to solve the reception pressure of the domestic call team, improve service efficiency, and focus on the refined service of the call service channel in the early stage.
Company C deploys a wisdom tooth SaaS call center in China, first of all, through the intelligent IVR process for business consultation and diversion, the pre-sales, after-sales, and other types of problems are split, and the customer selects different services through the button after entering the line, and then flows to the corresponding business group for reception, so as to efficiently distinguish customer identity and needs.
When the customer accesses, if the front-line customer service cannot give feedback on business problems or technical problems in the first time, they can transfer or transfer to other agents or engineers for resolution through transfer or three-way call capabilities, improving the resolution rate of the first consultation and reducing repeated calls.
02Global call center service, safe, efficient and multilingual.
Chinese enterprise infrastructure infrastructure service providers have a considerable penetration rate in overseas markets, and with the further exploration of this market, the competition will become more intense. In addition to products in the global environment, the degree of localization determined by complex factors such as problem solving efficiency, service experience and satisfaction is the killer skill of overseas enterprises.
After the completion of the layout of the domestic customer contact center, Company C began to work on the infrastructure and optimization of the overseas call center.
However, there is a big difference between overseas and domestic customer contact, and different customer languages and local policies make customer service fall into a dilemma, which also directly leads to the following difficulties faced by Company C and many overseas enterprises:
Multi-language: Global users come from many countries, the official languages are different, and it is difficult for overseas customer service to master the domestic product background; Data security compliance: Different countries have different policies on user data protection, and it is difficult to ensure the compliance of data retention. Communication stability challenges: Cross-border deployment, high latency (250ms) will lead to call lag, affecting service efficiency and customer satisfaction. Tip: VoIP (Voice over IP) has high requirements for the network, and the voice quality of the call is very sensitive to factors such as bandwidth, delay, packet loss, and jitter. According to the ITU standard, a single delay of less than 150ms can achieve a very smooth call experience; A packet loss rate of 1% will result in intermittent speech.
Based on this, Wisdom Tooth Technology is based on private cloud deployment to create a global call center solution for Company C. Achieve a user experience that exceeds expectations, which in turn drives user word-of-mouth conversion.
1.Overseas server deployment to ensure data securityCompany C has built a number of overseas data centers, such as Russia, Hungary (serving Europe), Mexico (serving South America), and currently covers most of the world's business areas, forming a complete data storage and transmission chain.
In order to comply with data storage, Wisdom Teeth connects call center products and data to local servers, and stores data in each region in accordance with local policies and regulations, while also avoiding delays and other hidden dangers caused by cross-border data transmission, so that customers can contact business compliance. 
2.Efficient data transmission and docking of user portraits
Due to the large number of customers in the world, Company C's accurate identification of customer identity and order information during inbound reception can greatly improve the service efficiency of the after-sales team. Company C proposed to synchronize the customer information of the business system to the wisdom tooth call center system on a regular basis, so that the agent could understand the basic information of the customer at the first time when the user called.
According to the above needs, Wisdom Tooth Technology provides a customer information interface, and the business system pushes new customer information, and sets up regular automatic upload synchronization, so that front-line agents can quickly identify customer identities and quickly meet needs. 
Edit the search image3.Intelligent diversion, refined reception process
In the case of complex business lines and various service policies, it is the fundamental purpose of Company C to build an intelligent customer contact center to allow customers to quickly find the right solution and provide effective solutions.
First of all, Company C is connected to the local call agent for reception according to the area where the server is located, and after the customer dials in, the IVR process corresponding to the official language in each place is reached, and the IVR will prompt the customer to enter the VIP ID information, so as to determine whether to enter the VIP IVR process or the ordinary IVR process, so as to achieve efficient business diversion.
4.Multi-language interface + overseas high-quality line operation
In order to better serve such customers, Company C has set up an overseas after-sales technical service team to achieve localized services. Therefore, it is an unavoidable part for foreign after-sales personnel to quickly get started with reception tools and find high-quality line resources to run the business.
Through the ability to set multiple languages in the call center product interface, Company C can customize the language of the call workbench and switch it with one click, so as to improve the training and application efficiency of overseas service teams. At the same time, Company C connects with a number of overseas high-quality lines to ensure the connection rate of inbound and outbound calls and the clear sound quality of calls, and help the business to go online quickly.
In the past few years, the majority of China's overseas leaders have embarked on a new story of globalization in China. Combining their own advantages, the help of partners and the local characteristics of the target market, a new potential energy for development has been generated. Wisdom Tooth Technology will also continue to provide global customer contact center solutions to help more companies make successful examples around the world.