Hyphenate Customer Engagement Cloud

Hyphenate is a leading enterprise software service provider. In 2016, Hyphenate was awarded the “Gartner 2016 Cool Vendor”. Hyphenate provides these products: the largest instant messaging cloud platform – Hyphenate Instant Messaging Cloud, and the intelligent cross-channel customer service platform – Hyphenate Customer Engagement Cloud.

Hyphenate Customer Engagement Cloud (CEC) is a cross-channel intelligent Customer Engagement Center based on the new generation of mobile Internet technology.

With the rapid development of mobile Internet, customer service is moving from traditional telephone/SMS/PC/web pages to various intelligent devices and mobile applications, and customer service mobility is an inevitable trend.

In order to allow vendors and companies to better cope with the wave of mobile, Hyphenate developed the Customer Engagement Cloud on the basis of its industry-leading instant messaging cloud. The Customer Engagement Cloud has perfect support for smart devices on the mobile Internet, and is compatible with web pages, WeChat, Weibo and other popular channels. The platform allows agents to easily handle customer consultations from different devices, from different channels, in different ways, therefore achieving the perfect unity of cross-channel customer services. Based on the perfect and efficient Customer Engagement Cloud, Hyphenate provides intelligent robots to improve work efficiency and reduce labor costs. With Hyphenate Customer Engagement Cloud, you can maintain contact with and provide services for your customers at any time, any where.

Customer requests from various channels enter the Hyphenate Customer Engagement Cloud through unified access gateways in load balancing mode. At present, Hyphenate Customer Engagement Cloud supports the following access channels:

• Apps on mobile devices
• Social media (Weibo, WeChat)
• Web pages
• HTML5 pages
• Call center

Hyphenate Mobile Customer Engagement Cloud's cross-channel access has the following features:

• High scalability: In addition to the above channels supported, Hyphenate Customer Engagement Cloud provides standard access gateway specifications, which enable expansion and adaptation of new access methods.
• Multi-channel: Hyphenate Customer Engagement Cloud supports multiple channels of each channel type. For example, Hyphenate supports multiple WeChat official accounts in the WeChat channel and multiple called numbers in the call center channel.
• High throughput, high concurrency, horizontal expansion, and dynamic expansion.

Each service module has clear responsibilities and boundaries. They are independently expandable, decoupled, and have automatic fault isolation, to ensure that the entire system is highly available. These modules include:

• Scheduler/Kernel: manages customer queuing and scheduling
• QA Robot: automatically answers customers' questions based on the knowledge base.
• Data analytics: provides reports and big data analysis.
• Webhook: responsible for pushing events and real-time integration with third-party systems.

This layer provides authentication, current limiting, monitoring and analysis, access control and other services for the entire system. Its millisecond responses ensure stable and reliable operation of the system.