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New World of SaaS Application

Call center solution can be realized in SaaS. Infobird approves it. SaaS call center is not only possible but naturally suitable.
Reporter Qi Shuyang

BEIJING, Feb /Software World/ --Speaking of SaaS, the insiders will all take delight in talking about its business mode and the various benefits brought with leased service mode. But the truth in China is that many customers, especially large enterprise customers are not interested in SaaS business.

Chinese SaaS application has been confined to the use of imported CRM and Internet services, such as Email, search, etc. And the user group is mainly SMEs. The lack of SaaS application directly leads to the hard development of SaaS industry.

In 2008, Infobird created SaaS operation mode of call center solution, successfully expanded SaaS application in first step. During one year’s time, Infobird SaaS call center solution – Qitongbao has not only realized product stability, but also achieved 250% benefit growth rate each quarter. All these achievements own to President Wu’s deep understanding of SaaS. He thinks that the advantage of SaaS mode is suitable for external application not internal application. That is to say, to integrate external resources: applied in open external business; not to make inner management: limited to inner-enterprise application. Call center is the typical external application, especially for one shared number by several places and divided working period of time so that it can supply 24 hours answering service.

In addition, Wu Yimin expressed that the success of SaaS call center is because call center is the key business in many enterprises, especially those using call center to sell products. For them, call center is their surviving tool. Certainly they will not stingy with call center solution but will put it in priority. Thus, Wu Yimin is very optimistic about the development prospect of call center solution market.

Chinese CRM application is always the post management tool for the boss, not the sales tool for salesmen. So it is not used positively. That is why Chinese SaaS CRM enterprise can not obtain the achievements like SalesForce (started by SaaS CRM). Another two key factors for the success of SaaS call center are the standardization of call center solution and low data security requirement. Regardless of the size and business type of enterprises, the tasks call center need to resolve are nearly the same, such as incoming call, outbound call, agent organization, record, automatic response and customer management, whereas the character of SaaS mode is standardization. Only based on this mode, SaaS business can expand scale. Thus, call center solution is naturally suitable to the fundamental premises of SaaS mode.

The disadvantage of SaaS is the insecurity and mistrust of remote hosting, while SaaS call center solution combats this weakness to some extent so that enterprises feel relieved. Therefore, the success of SaaS call center is not coincident. It has many destined factors which enhance the success of SaaS.

It is not easy for Infobird to transform to SaaS-based call center solution. It was after a long period of preparation. Although Infobird has accumulated strong techniques from its former focus on call center solution middleware, under the pressure of call center integrated solution its market space has been compressed. Thus, Infobird has decisively transformed into call center integrated solution provider. It has not only realized the key modules, but also developed many supporting applications, providing one-stop call center solution service. And they are all based on IP network. Through the means of pure software, it has abandoned traditional call center equipment like large switches; even the telephone has been vanished.

Without these burdens, it is easy to realize SaaS call center solution. The users do not need any supporting equipment. They just need to connect the network to open call center business. At the same time, Infobird call center solution is more and more comprehensive and considerable.