As the strongest voice in the field of enterprise communications, Youyin Communications has been focusing on this for 13 years!

[51CTO.com original article] Every Sunday at 8 pm, many people quietly watch a program on CCTV - "Wait for Me" in front of the TV. This is currently the largest public welfare missing person program in China. Since its launch, it has helped more than 8,000 families realize their dream of reunion. Some enthusiastic viewers may have noticed that since 2017, the program team's hotline is no longer the scattered numbers in the past. Beijing calls Beijing and Shanghai calls Shanghai. Instead, it has become two 400 numbers with unified access nationwide. The concurrent capacity of this number is very high. Whenever the program is broadcast on CCTV, thousands of viewers across the country can successfully access the phone. The company that provides the communication service of this 400 number and can ensure 18,000 concurrent sessions per second to help more people find their long-lost friends is Youyin Communication.

Some people may think it is nothing, just a 400 phone number, but in fact, it is not easy to ensure that this 400 phone number is always open. Youyin Cloud Customer Service must first coordinate the management of family search and rescue information, and then intelligently record and sort it out to facilitate staff to find family search information, and ensure the accuracy and symmetry of family search information to the greatest extent. As a service provider that has been focusing on the field of corporate communications for 13 years, Youyin Communication's cloud customer service must not only be compatible with different dialing methods, but also ensure communication quality and line stability, because every call means the hope of reunion.

Not long ago, the reporter interviewed Dai Xiangbing, chief engineer of Youyin Communications, and Wang Hua, marketing director. They shared with the reporter some practical experience of how Youyin Communications uses emerging technologies in depth, as well as some insights into the field of enterprise communications. Many of these practices and ideas are of great reference value to users and service providers in the current enterprise communications market.

Dai Xiangbing (left), Chief Engineer of Youyin Telecom, and Wang Hua (right), Marketing Director

Don’t let enterprise communications become the shortest board in the barrel

The U-Yin Cloud Customer Service mentioned above is just one of the businesses under U-Yin Communications. U-Yin Communications' businesses can be roughly divided into three categories: U-Yin Enterprise Hotline and U-Yin Telephone Business that solves the problems of corporate customers' incoming calls, U-Yin Cloud Customer Service Business with a dedicated call center team to handle business opportunities and answer customer questions, and U-Yin Cloud Platform to solve customers' internal communication problems. These three businesses basically cover the entire cycle of enterprise vertical development, from start-ups, small and micro enterprises to medium and large enterprises, and can meet their communication needs.

Talking about the importance of corporate communication services, Wang Hua gave an example: a corporate client once placed an advertisement during prime time on CCTV, and the publicity effect was very good. Consumers across the country called the phone number one after another to purchase. As a result, the phone was "blown up" and consumers could not get through at all. Time was tight, so the client found Youyin Communication, which opened a "green channel" and quickly solved the problem. On the surface, the cost of advertising tens of millions is less than one thousandth of the cost of a communication number, but it is precisely because of the neglect of the service number that the advertising effect of tens of millions is greatly reduced, which is really "not cost-effective."

I have been focusing on this one thing for 13 years!

Looking back at the development history of Youyin Communications, it is actually a reflection of the changes in the era of enterprise communications. Wang Hua revealed that in the past, customers needed a simple communication platform, but as the scenarios became more and more diverse and the access channels became more and more numerous, customers now need more value-added services based on communications, such as business category analysis to help companies make decisions. Youyin Communications aggregates data such as call areas, call duration, and overall answering rates, conducts data analysis, and finally pushes the post-operation analysis report to customers. "The diversification of customer terminal demand forms, the systematization of customer communication management, the standardization of services, and the improvement of management value are the four most obvious changes in the field of enterprise communications," Wang Hua concluded.

Dai Xiangbing added that from initially providing simple automatic voice services to corporate customers, to basic communication services, unified communication services, and then to experience center services, Youyin Communications has continuously expanded its service offerings, and both SaaS services and PaaS services have corresponding user groups.

At present, domestic operators also provide 400 services. Why do corporate customers choose Youyin Communication, a private enterprise, instead of "big state-owned enterprise brands"? Dai Xiangbing explained that Youyin Communication has better service awareness and service means, especially for small and micro enterprises, Youyin Communication's services are more flexible. Wang Hua said that in addition to the technical level, there are also business level issues. Some companies need cross-network services. If they go to the business hall of a telecom operator to apply, they need to go to China Telecom, China Unicom, and China Mobile at the same time. Moreover, each company has different business models and technical standards, and the coordination cost is very high. In comparison, it is better to find Youyin Communication and let Youyin Communication coordinate various communication resources, which is more efficient.

Wang Hua has something to say about the competitive advantages of Youyin Communication. He emphasized that in the 13 years since its establishment, Youyin Communication has been focusing on the enterprise communication market. It is not only specialized but also deep, and its products are very vertical. Due to its mature and stable relationship with operators for many years, Youyin Communication has abundant access network number resources, and customers can solve all their access network number needs in one stop at Youyin. After the communication products are connected, huge operations are still required, which is precisely the strength of Youyin Communication. It is understood that Youyin Communication also has a customer care department that will guide customers to maximize the value of communication function applications.

The future is ready!

When asked about the company's future business development plans, Wang Hua and Dai Xiangbing both gave very detailed answers.

Wang Hua said that from a business perspective, Youyin seats and local numbers will be vigorously promoted, and more products with value-added services will be added to the mature customer system; from the sales system, Youyin Communications hopes to find more channel partners in more industries or cities, and promote standardized enterprise service products to more offline customer markets. "Youyin Communications itself has a large number of small and medium-sized enterprise customers. In this regard, we can have two-way interaction with partners. On the one hand, we promote our communication services, and on the other hand, we use Youyin's channels to promote partners' B2B products and services to achieve a win-win situation." Wang Hua told reporters that Youyin Communications is currently planning a "100 People 100 Cities" event, planning to find 100 high-quality partners in 100 cities, covering more offline enterprise communication markets in second- and third-tier cities.

Dai Xiangbing revealed the future plan from a technical perspective. He believes that there are four directions that will be the focus of Youyin Communication in the future: First, multimedia. Youyin Communication is not satisfied with the current voice part, but hopes to increase instant communication and video content; second, multi-communication. At present, Youyin Communication has done a very comprehensive job on the phone side and has also achieved interoperability with WeChat. In the future, as the business expands, we will also seek to combine or cooperate with more platforms to make the business more comprehensive and more scalable; third, artificial intelligence. Youyin Communication hopes to follow the trend of AI technology and conduct in-depth research on reducing labor costs; the last is to enhance applicability, go deep into customer business links, and increase customer stickiness.

The two interviewees had "great plans in their minds", which shows that the future has come and Youyin Communications is really "prepared".

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