随着数字经济的发展，SaaS行业作为数字经济的重要抓手，潜力也在加速释放。云联络中心作为SaaS云服务中的一个分支产品，市场竞争也越发激烈。本文以云联络中心行业内的A公司为研究对象，以“如何评价A公司的行业竞争力，如何提升A公司的行业竞争力？”为研究问题，目标是构建出云联络中心行业竞争力评价模型，并提出A公司行业竞争力提升策略。

在分析理论方面，对于竞争力的概念，本文参考的主要观点，是以迈克尔·希特等学者著作的《战略管理：竞争与全球化》中的核心竞争力的观点，同时应用了“资源基础模型”，“竞争对手分析”的理论和概念，作为行业竞争力模型构建的方法指导。对于竞争力评价模型的研究，则查找到不同类型及与云联络中心业务相关的以往学者的评价模型，为云联络中心行业的模型构建做参考。

在研究方法方面，运用访谈法对行业竞争力评价指标进行构建；通过层次分析法及模糊综合评价法对行业竞争力进行权重构建及评价。在研究数据方面，访谈数据主要来源于A公司专家团队、行业竞争对手专家公开访谈；行业竞争力评价数据主要来源于竞争对手公司公开披露的数据、A公司内部资料、行业相关的分析报告等。

本论文的主要结论，包括行业竞争力评价的模型和各项指标；行业竞争力评价指标的权重；A公司及行业竞争对手行业竞争力分析以及行业竞争力评价的结果；A公司行业竞争力的几点提升策略。其中，以行业经验能力，技术应用能力，客户服务，合作能力作为行业竞争力评价的一级指标；以行业客户获客能力，行业客户解决方案能力，差异化服务能力，服务水平，数字化场景能力，产品开发能力，运营商合作能力，产品生态合作能力作为二级指标。A公司行业竞争力提升策略，包括行业销售BD的招募和引进，营销能力的加强；建立大客户的档案，强化客户成功的作用；紧跟数字化需求，完善呼叫中心业务场景等7项策略。

本论文的研究成果，对A公司未来的发展具有现实意义，对云联络中心行业中的企业的管理实践具有借鉴意义。

With the development of digital economy, the SaaS industry, a key player in the digital economy, is accelerating its potential. As a branch product of SaaS cloud service, cloud contact center has become more and more competitive in the market. In this paper, we take Company A as the research subject, the research question is “How to evaluate the industry competitiveness of Company A, how to improve the industry competitiveness of Company A?”. The objective is to construct an evaluation model for the competitiveness of the cloud contact center industry, and propose to supply the improve strategies for Company A.

For the analysis theory, the main ideas referenced in this paper are based on those in 《Strategic Management》 by Michael Hitt and other scholars.  The methodological guide for construct the industry competitiveness model is the “resource based model” and “competitor analysis” theories. For the study of the competitiveness evaluation model, we refer to the evaluation models of previous scholars, and the model related to the cloud contact center industry. All of the models are applied to make reference to the construction of the cloud contact center industry.

For the research methodology, this paper use the interview method to construct the evaluation indicators. And use the AHP method to determine the weights of the indicators. Then use the Fuzzy Comprehensive Evaluation method to evaluate the industry competitiveness of Company A and industry competitors. In terms of the research data, the interview data mainly from Company A’ s co-workers, and the public interviews from industry competitor experts. The industry competitiveness evaluation data mainly comes from competitors’ publicly disclosed data, Company A ’ s internal information, and industry-related analysis reports and so on.

The main conclusions of this paper, firstly, is the industry competitiveness evaluation  indicators and models; secondly, is the weights of industry competitiveness evaluation; then is the results of Company A and industry competitors’ competitiveness evaluation and the Company A’ s industry competitiveness improvement strategies. The level one indicators include the industry experience ability, the technical application ability, the customer service, and the cooperation ability. The level two indicators include the industry customer acquisition ability, the industry customer solution ability, the differentiated service ability, the service level ability, the digital scene ability, the product development ability, the operator cooperation ability, the product ecological cooperation ability. The Company A’ s industry competitiveness improvement strategies are “Recruiting to bring in industry BD to strengthen marketing capabilities, build VIP profiles and strengthen customer success functions, keeping up with digital needs and improving call center business scenarios” and so on.

The research results of this paper, has the practical significance to Company A’ s future development, also imply the management practices of companies in the cloud contact center industry.