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Guest, everybody leads everybody, good morning! Special honor is everybody to report our Cisco is in call center on behalf of Cisco company today the solution of this industry. Actually, everybody’s traditional to this kind solution had been familiar with very much. The call center that we take more time in Cisco to be in what roll out or had rolled out to be able to let us today, customer service experiences the better characteristic that serves a field.

If say the past 10 years, we more energy, force is to be thrown in how call center from do not have the word that construction rises, 10 years when then we will come, the likelihood is done more it is how to make the service more careful change, allow the service that the client feels it is better to can get, much better service quality, this is Cisco is in all the time the thing that devotes oneself to to do. 10 years ago, we more be in speech, make electrify word, we are done in the future more likelihoods are interactive, of seesaw pattern communicate. We will discover, a lot of video had made today’s main trend. Video this domain, how do we extend application? Include mobile field?

So a bit very important, we have plan in place of research and development when, our target is the experience that increases a client. We receive a report from industry, center of company operation call when felt to provide very good service experience to the client, it is the per cent of 80% probably. But look from another angle, the client if very approbate an enterprise to provide very good service really, have 8% only, have decuple difference. These difference, where to come from? The gap that this problem brings is waited for in light of the angle that never is the same as namely actually, different way. How do we narrow this difference, let a client get better service? In the past these year, we are in the call center of IP framework direction, also had very great progress. Cisco just puts forward to be based on the call center solution of IP, some clients feel this too lead, stability, foreground how? Look today, had suspected without the person IP is the mainstream program of call center standard, because of us greatly IP can solve us system of onefold technology, speech, application, control, even of the mainstream alternant model the technology of technology and video, the IP that can pass us is solved. This is direction of a our significant progress. These in year, framework of our call center system also has a lot of change. Here, our enumerate compares significant development trend a few times.

On traditional sense, the script of our call center, the likelihood is to use special tool to write. But a lot of manufacturer products, had changed into the framework of VXML, CCXML. With silver-colored behavior exemple, the likelihood bought the product of A company today, want to use the development script of A company, but after having this technology, resemble a network same, you need to pay close attention to the webpage server of tiring-room far from. Because all script were standardized. Another characteristic, the call center call that is a tradition is controlled, ACD this technology, we had been changed basically now into the technology that is based on CCXML, SIP. Besides call center a gleam of banquet, the expert that older rate can satisfy second line it is banquet, better to serve engineer and call center to do join. Altogether, the technology of center of a few call on a lot of traditions, the ceaseless development that has carried this a few years made very big promotion. The goal of promotion is very simple, it is simpler letting personnel of our call center operation masters these skills, the more convenient client that invites us gets better service. This is the characteristic of Cisco, often can offer the technology of innovation, lead.

We often think back to a problem, a lot of manufacturers are told, my today’s call center is the 3rd generation, the 4th generation even of the Five Dynasties. But these technologies, have the progress with great what after all, evaluate very hard. So industry more offerring a concept, customer Service 2.0. Present industry, what we emphasize be a center with the user more is contracted the distributed share call center that uses easily. When we tell Customer Service 2.0, more apt is alternant the service of type, call center and client can produce more interacting, in order to promote the client’s service the experience, better on this foundation reach solve rate, can let a client be in advisory process, can get better sale chance. The development state of affairs of whole industry, from the earliest one-way search engine turns to the search engine of present seesaw pattern to wait a moment, this a series of the technology is the Customer that is us Service 2.0 is brought an enlightenment and lead.

The solution that analyses Cisco for everybody next is in these year state.

The direction of whole call center, can produce a few change. Above all, it is to hope to build a big and entire call center before us, in certain property base, for instance Beijing or these Shanghai places. After been build, through this independent call center serves the throughout the country even global business. But we can discover a few problems in operation, for instance capacity, client is distributed, we how the technique with better those dialect, different service. We gradually discovery, call center changes a distributed framework. But these distributed frameworks, do not hope to bring a lot of influences to our framework again. For instance Beijing builds center of a call, shanghai builds, how does cooperation communicate center of these two call? The solution of Cisco follows the characteristic with traditional different program to depend on, when we are designed, be based on the distributed framework of IP network namely. In short, want this network to go up only bind, CTI, we consider as networks a node that go up, branch, when building call center, our resource, banquet can be its deploy on any branch node. For instance, center of my data center call is in Shanghai, will come when Hangzhou, Nanjing, Beijing builds branch center, need a network UniCom only, OK a Xi Jian’s odd deploy in the past, is not to need many IT personnel to make technical service in place. No matter such word is one-time cost, return the operation cost that is in the future, can become very tall. With the solution of Cisco, this respect has very large dominant position. Use the technology of Cisco today, it is OK to need to add an a few simple seats only practice, advantage of our time, cost can become very big. Additional, channel advantage, traditional what we pay close attention to more is phone, speech is received, but if be based on traditional plan to go up to extend a few WEB again or the entrance of video, seesaw pattern, the metropolis is more difficult, receive facility because of ours very onefold, it can receive speech only. But, cisco from design call center at the beginning, turn this one fixture into the framework of an open sex. E.g. , in light of present technical standard, no matter be speech, video or other WEB technologies, you can accept a business through IP technology, tiring-room can be passed queue up simply, road by, realize the communication of multimedia. To center of our customer service, final user, it is a first-rate technical platform. Because it will not need to care me again,this covers a system to have very good help to the development in the future on today, perhaps say this covers a system to because the development in the future falls into disuse,can be dropped today. Won’t. Because the technology of Cisco is the framework of the product that introduces a standard, open mode, the technical platform that very fast can shirt-sleeve user uses.

Another advantage and characteristic, we are likely the call center that more call do not have a law to pass a gleam of banquet is solved, no matter be traditional,complain, still be product knowledge service, all banquet can answer these services, better of course, but a so good place can encounter cannot beg, and this price also is not we can be controlled those who come down, more banquet is the expert in second line banquet. The call center of a gleam of, how to do with expert of the technologist of second line, business join very well? We discover a trend, between a banquet of call center and our technologist, call center step by step transition unites the platform of communication into, it is a gleam of only banquet more apt cuts a system for long in, breathe out in great quantities, expiration phone. Only this just, but their business more it is to follow second line expert to do those who be based on unified communication platform to go up to communicate with communication, very much service can become more simple.

E.g. a case, we encounter the problem that a product serves, the first thinks of is to take center of phone contact customer service. After center of contact customer service, problem of a few tiredder scabrous, our banquet on traditional sense metropolis record comes down serve as a fair single shot to arrive related second line branch. We can have service center of a standard, hit 3 weekday from client phone or 5 weekday reply to the client. Have a challenge so, the fair sheet of banquet is working in a few days to come back by feedback of second line expert, solve this problem truly. Introduced us to unite communication platform, whole operation platform changed, client phone is hit, discover a banquet to cannot solve this problem, can expert of very fast business of connection second line, can give law case on the spot solve, very very convenient, fast. In financial service industry, we can evaluate us to need to do these businesses. Right general in small client may not need to do such business. When client of big client service, group, business client serves, we suggest the user can draw lessons from such plan, the OK and true satisfaction that improves a client is spent. Include to raise us the service level of a banquet.

Face these challenges, does our tiring-room business expert need what to business do? What appearance is his working space? Cannot extravagant hopes technologist follows a banquet same, cut the workbench of call center before computer every day, this is not quite actual impossible also. So this moment introduces a few new technologies. A gleam of banquet is OK and online the state that sees second line expert, online, whether be in business, if second line expert is online, disengaged, banquet can push the issue send there the expert, the expert can restore a place an information, turn the phone come over, second line expert is OK very fast affiliation works in. Second line expert does not need to install any following call center very distinctive system, want to use the unified communication platform of Cisco only, the software phone that no matter be of hardware,installs on phone or computer or other mobile terminal, can provide the support of second line for our banquet. Such service that blends in a gender, become very convenient. The working space of business expert perhaps follows a banquet to leave very nearly, very far perhaps, did not concern, the solution that passes Cisco can introduce business expert very quickly call center makes a very good service, also assure the working space of business expert flexibility, he also may not is in the office or branch, he perhaps is in other places off, the client that can be us provides a service.

If our business expert was not in the office, without computer, without the IP phone of hardware, how does he cooperate with our customer service center? Our Cisco is on the solution, also can consider this. We offer relevant administrative kimono Wu on mobile terminal. All functions that banquet sees condition, information on computer, can come true on the smartphone likewise. Business expert can be installed through the smartphone I am online today, go to the lavatory receive hear a telephone call, banquet can push current client requirement through the character on the mobile phone interface that sends an expert. This kind of product, basically be group client, business client is being used, these experts are likely more time are outer diligent, pass the mobile terminal solution of Cisco, OK also very fast do a join and collaboration with call center.

Speak of mobile terminal, we can think of a thing, the administrator that is call center leaves our working post very hard actually. Why? Because we left after computer, the likelihood treats the operation condition that is less than call center, do not know number queueing up already very much, do not know present call level is very low now, all information cannot see. Through call center big screen TV can see, but left this field, TV is right I also no point. The solution of Cisco, also can consider this. We turn information directly send the solution on mobile terminal. You take an IPhone today, can very fast see now the relevant data of call center operation. For instance level of amount queueing up, service, relevant hits is occupied, business data. All data, can see the state of call center through IPhone. It is not certain today that we can liberate operation administrator round-the-clock must stare at call center, you see today, be an intelligence, seesaw pattern information. This also is a when Cisco is emphasizing all the time seesaw pattern. You can adopt the platform of seesaw pattern, real time sees the operation state of call center. Although you fall today,the class is in the home, if care call center operation, you can take out IPhone to treat present operation condition.

Administrative field has the demand of a lot of detail. I do not introduce this one distinguishing feature more here. Cisco runs the requirement of the respect to satisfy, also considered a lot of strategy, those who assure a product is newer. Traditional product may have done not have a law to satisfy requirement, we rolled out the demand that is based on management and management of real time operation, it is a system of new management of forms for reporting statistics, unified Intelligence Suite. Still information subdues Wu surely, discharge class data. The client is OK an information is umbriferous go up in call center screen, OK also and umbriferous be present on the desktop of banquet correlation personnel. To the administrator of second line, need to adopt a very small position only, appear a condition when do to push send go. This is Cisco the new solution that offers when be based on seesaw pattern and technology of Customer Service 2.0.

Tell mobile terminal, must mention 3G, 3G has made the most popular communication technology now. Had 3G, what challenge to bring to call center? 3G has video function, how do we let a client provide better service through video? Direct couplet line goes to the terminal that you can pass 3G the call center that is based on Cisco technology, what offer possibly is menu of a speech on traditional sense, need anthology go down. In 3G times, on platform of Cisco call center, you need to choose you to consider the business that do through a paragraph of video only, line of OK and direct couplet the connection that banquet makes video. On one hand, can raise the rate of select-high business, and the client’s satisfaction spends affirmation rise greatly.

More big clients may hope to get better service quality more. We want today from it is better to have, be about to have more high quality video service. Cisco net provides high quality video level really, can serve with providing first-rate video for the client. Everybody may think, I provide this service, who is cause client? It is important big client certainly. The financial company that the whole world has a lot of been extendinging this service, the financial appreciation that is aimed at big client for instance serves, serve final user through the network directly, final user is OK never leave home, can pass the expert of tiring-room of net true join in him room. These experts, it is adviser of manager of our very principal big client service, conduct financial transactions certainly. Such service, what bring to us is the additional cost of appreciation, can help us more clients that Suo Dinggao consumes.

It is fictitious additionally change, those who pass Cisco is fictitious change plan, our resource can be united together, offer to be based on fictitious the service that changes platform. Although our resource, personnel, banquet may be in dispersedly global each district, but the solution that passes Cisco is OK these very fast resource confluence are together, help client provides first-class service.

Of course, cisco is in solution when, very important is the client demand that we consider each layer class, dimensions, offer the solution that is based on operation business ceaselessly, offer the program that is based on unit of large company government, bank and medium-sized company. We rolled out the near future to be based on the SMB of small business The plan of CC, be based on standardization, fast mode, offer the one-stop plan that includes soft hardware to be together for the client, the price is not high, but go up linear velocity is very fast, especially to average company, just begin to become call center, can use SMB CC solution, can help region of your very good the be appreciative in entering call.

We not only offer a single call center product, we hold to the communication platform that is based on open mode to offer a solution all the time, help client achieves a success. And be in related whole call center in industrial catenary, cisco can help you enclothe the whole corner of call center, offer the solution of complete set. We can see a lot of new technologies, new function also can blend in our call center in the future, provide better service and management for call center. In the development with so old Cisco, also have the ceaseless promotion of a lot of achievement, also be the result that each partner tries hard ceaselessly. Hope everybody can be contacted more with our Cisco. We have an exhibition hall outside, more communication can be made when hope everybody rests.

   Thank!