CEC Application Scenarios

After the previous sections get you familiar with the functions and features of the CEC, this section describes five typical application scenarios of the CEC for you to understand how its functions and features apply to various industries.

Customer Service Center

In the modern society, service has become a mainstream commodity, and how to control the cost when raising the value of commodities is the main topic of most enterprises.

The CEC frees enterprises from building a complete set of contact center hardware. Instead, they can use APIs provided by the cloud platform to easily build dedicated contact centers for enterprises. Hardware O&M is performed by O&M personnel of the Huawei cloud service platform. The customer service center established by an enterprise based on the CEC service provides multiple functions such as agent grouping, intelligent IVR, automatic call queuing, and three-party call, providing high-quality service experience for customers.

Marketing Center

Telemarketing is still the main marketing method in many industries. The key point of telemarketing is to correctly explore customers' needs and quickly obtain their trust.

The CEC allows enterprises to easily establish a telemarketing system with a built-in operation data analysis system. In this way, enterprises can win customers' trust and quickly expand the market.

Hotline

Among the various means of interaction between TV and radio program groups and audiences, the hotline service has the advantages of low interaction threshold, intuitive interaction process, and high participation. However, it costs greatly to build a dedicated contact center system for a program.

The CEC solves this problem and meets the requirements of the program group from purchase to payment and then to call quality, helping the program group achieve ideal program effects at a low cost.

Business Consultation

Many enterprises provide business consultation services for customers to obtain targeted information. The business consultation service values convenience and uses diversified access modes and quick and professional answers to greatly improve user experience.

For these enterprises, the CEC provides multiple access modes for users to access from anywhere, and also provides the intelligent customer service to improve user experience and save a large number of human resources.

Customer Return Visit

As an operation method, customer return visits not only enable customers to obtain high-quality service experience, but also provide enterprises with high-quality customer data. As a result, customer return visits have become an indispensable part of enterprise operation.

The CEC supports automatic outbound calls. Users are connected first and then agents are connected. In addition, the CEC provides intelligent return visit services, greatly improving the return visit efficiency of enterprises.