两会之后，智能+成为企业改革升级的热点。龙湖地产是中国房地产行业领先企业，在数字转型的大背景下，龙湖地产一直走在前列，通过数字化改革龙湖地产转变成为依靠系统和系统知识积累，具有高效战略性的有机体。
科天云服务的龙湖地产的智能联络和服务中心平台的建设的项目，将为龙湖地产从业务数据化到数据业务化的迭代优化打下基础。
一、科天云为龙湖地产全媒体智能联络服务中心平台建设提供的整体解决方案包含以下方面：
多航道服务
智能呼叫平台为龙湖集团C1地产、C2商业地产、C3冠寓、C4物业，包括保险、养老等多航道的业务提供客服和营销的能力。
全媒体触达
不同航道的客户可以通过电话、微信公众号、微信小程序、网站、手机APP、短信等渠道，使用语音、文本、图片、视频等媒体与龙湖集团各航道业务人员进行交互，完成业务的触达。
连通一切
系统在数据层面能与龙湖集团各航道的业务数据进行打通，并利用标签、大数据为客户提供针对性的服务和营销；在媒体传输控制层面，龙湖集团各航道的服务和营销人员能够随时随地进行话路转接、会议、IM消息连通。
数字化
所有与客户沟通交互的多维度联络数据，包括客户信息、联络记录、工单、录音、订单、消费信息等，能够100%数字化存储、分析，为智能化、大数据决策支持提供基础，降低公司运营风险，降本增效。
产品化
服务标准化、平台标准化，支持多租户的能力，为不同客户提供一定差异化的标准产品能力。
近日，龙湖地产全媒体智能联络服务中心一期计划已经上线试运行。采用业内先进的体系架构，比如软交换、SOA等技术架构，服务于行业顶端企业客户需求。
二、已经上线使用的功能在龙湖地产发挥出以下能量：
- 系统具有强大的可配置性，以适应集团业务的高速发展与革新。
- 系统具有良好的架构以适应规模的扩展和新业务的加入，允许使用者根据实际需要自行定义或者通过开发人员定义一些新的属性，以满足使用的需要。
- 系统提供标准开放的接口，满足通讯、监控、报表等开放能力，与主流AI厂商等有成熟的集成方案。
- 系统具有良好的易用性，高效友好的UI交互，内置常用的具有一定可自定义功能的领导视图和管理报表，方便易用的底稿和报告功能。强大的知识库管理，运用智能技术对审计工作进行辅助，有效减少错漏并优化整体工作效率。
龙湖地产的愿景之一是为客户提供优质产品和服务并影响他们的行为。在此过程中，成为卓越的企业并创造机会。智能、数字化的联络与服务平台会在其中发挥重要的作用。
翻译：
After the two sessions, Smart + has become a hot topic of enterprise reform and upgrading. Longfor Real Estate is a leading enterprise in China’s real estate industry. Under the background of digital transformation, Longfor Real Estate has been at the forefront. Through digital reform, Longfor Real Estate has transformed into an efficient and strategic organism relying on system and systematic knowledge accumulation.
The construction project of the intelligent liaison and service center platform of Longfor Real Estate provided by Celestin Cloud will lay a foundation for the iterative optimization of Longfor Real Estate from business datalization to data business.
The overall solution provided by Ketianyun for the platform construction of Longfor Real Estate’s all-media intelligent liaison Service Center includes the following aspects:
Multichannel service
The intelligent call platform provides customer service and marketing capabilities for C1 real estate, C2 commercial real estate, C3 Guanapartment, C4 property, including insurance, pension and other multi-channel businesses of Longfor Group.
All-media reach
Customers of different channels can use voice, text, pictures, video and other media to interact with the business personnel of Longfor Group through telephone, wechat public account, wechat mini program, website, mobile APP, SMS and other channels to complete business access.
Connect everything
At the data level, the system can connect with the business data of each channel of Longfor Group, and provide customers with targeted services and marketing by using labels and big data. At the level of media transmission control, the service and marketing personnel of each channel of Longfor Group can connect with voice transfer, conference and IM message anytime and anywhere.
Digitization
All the multi-dimensional contact data of communication and interaction with customers, including customer information, contact records, work orders, recordings, orders, consumption information, etc., can be stored and analyzed digitally 100%, providing the basis for intelligent and big data decision support, reducing the company’s operation risks, reducing costs and increasing efficiency.
Productization
Service standardization, platform standardization, the ability to support multi-tenant, to provide different customers with differentiated standard product capabilities.
Recently, the first phase of Longfor Real Estate all media intelligent contact service Center has been put into trial operation. Adopt the industry’s advanced architecture, such as softswitch, SOA and other technical architecture, to serve the needs of the industry’s top enterprise customers.
The functions that have been put into use in Longfor Properties play the following functions:
The system has strong configurability to adapt to the rapid development and innovation of the group business.
The system has a good architecture to adapt to the expansion of scale and the entry of new businesses, allowing users to define some new attributes according to the actual needs or through the developer to define some new attributes to meet the needs of use.
The system provides standard and open interfaces to meet open capabilities such as communication, monitoring and reporting, and has mature integration schemes with mainstream AI manufacturers.
The system has good usability, efficient and friendly UI interaction, built-in commonly used leadership view and management report with certain customizable functions, and easy-to-use draft and report functions. Powerful knowledge base management, the use of intelligent technology to assist the audit work. Effectively reduce errors and omissions and optimize the overall work efficiency.
One of Longfor’s visions is to provide quality products and services to our customers and to influence their behavior. In the process, become a great company and create opportunities. Smart, digital communication and service platforms will be developed.
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