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呼叫中心系統發展方向

發(fa)布時(shi)間(jian): 2020-07-30 09:17:47
1、基(ji)于(yu)(yu)云(yun)計(ji)算(suan)的新型呼(hu)叫中(zhong)心:云(yun)計(ji)算(suan)呼(hu)叫中(zhong)心是基(ji)于(yu)(yu)云(yun)計(ji)算(suan)而(er)搭(da)建的,企業無(wu)(wu)需(xu)購買任何軟、硬(ying)(ying)件(jian)系統,只需(xu)具備人員、場地等(deng)基(ji)本條(tiao)件(jian),就可(ke)以快速擁(yong)有屬于自(zi)己的呼(hu)叫中(zhong)心(xin)(xin),軟硬(ying)(ying)件(jian)平臺、通信資(zi)源、日常(chang)維護與服(fu)(fu)務(wu)(wu)(wu)由服(fu)(fu)務(wu)(wu)(wu)器商提供。具有建(jian)設周期短、投入少、風險低、部署靈活、系統容(rong)量伸(shen)縮性強、運營維護成本低等(deng)眾多特點;無(wu)(wu)論是電(dian)話營銷(xiao)中(zhong)心(xin)(xin)、客(ke)戶服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin),企業只需(xu)按需(xu)租用服(fu)(fu)務(wu)(wu)(wu),便可(ke)建(jian)立一套功能全面、穩定、可(ke)靠(kao)、座(zuo)席(xi)可(ke)分(fen)布全國各地,全國呼(hu)叫接入的呼(hu)叫中(zhong)心(xin)(xin)系統。
   云(yun)計算呼叫中心的最大特點是虛擬(ni)化和時間、空間彈性,隨時隨地部(bu)(bu)署(shu)(shu),隨時隨地接入,集(ji)中(zhong)(zhong)管理,分(fen)(fen)布部(bu)(bu)署(shu)(shu);另(ling)外客戶不(bu)用自(zi)行建設,省去一次性投入;可快(kuai)速部(bu)(bu)署(shu)(shu)呼(hu)叫中(zhong)(zhong)心(xin)(3-7天即可);企業省去了維護的(de)成(cheng)本(ben)。2007年訊鳥(niao)軟件(jian)推出(chu)“啟通寶”SaaS型呼(hu)叫中(zhong)(zhong)心(xin),奠定了如今(jin)云(yun)(yun)計算(suan)呼(hu)叫中(zhong)(zhong)心(xin)的(de)雛形,之后隨著云(yun)(yun)計算(suan)理念的(de)興起,又細分(fen)(fen)出(chu)公(gong)云(yun)(yun)呼(hu)叫中(zhong)(zhong)心(xin)、私(si)云(yun)(yun)呼(hu)叫中(zhong)(zhong)心(xin)、混合(he)云(yun)(yun)呼(hu)叫中(zhong)(zhong)心(xin)等概念。公(gong)云(yun)(yun)用戶無(wu)需(xu)任何設備、安(an)裝即可快(kuai)速運行,起到立竿見影的(de)效果(guo);混合(he)云(yun)(yun)在解決大集(ji)中(zhong)(zhong)、小分(fen)(fen)散上(shang)發揮(hui)(hui)作用;私(si)云(yun)(yun)在個性化、高性能、私(si)密(mi)性上(shang)發揮(hui)(hui)作用。



   2.多媒體(ti)(ti)呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin):有些公(gong)司已提供了部分多媒體(ti)(ti)功能(neng)的呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin),實事求(qiu)是(shi)地說,這(zhe)些中(zhong)(zhong)(zhong)心(xin)(xin)還不(bu)是(shi)那種功能(neng)強大且全面(mian)的多媒體(ti)(ti)中(zhong)(zhong)(zhong)心(xin)(xin),由于(yu)早期呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin)主要(yao)(yao)是(shi)基于(yu)CTI 技(ji)(ji)術(shu),其主要(yao)(yao)是(shi)語(yu)音與數(shu)據集成(cheng)(cheng),所以(yi)引入(ru)視頻(pin)(pin)部分早就為人們渴望。CTI 的未來(lai)發展必然是(shi)語(yu)音數(shu)據及視頻(pin)(pin)信號的集成(cheng)(cheng)。由于(yu)人類接收信總的70%來(lai)自視頻(pin)(pin),因此(ci)呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin)引入(ru)視頻(pin)(pin)技(ji)(ji)術(shu),即(ji)采(cai)取多媒體(ti)(ti)技(ji)(ji)術(shu),將使呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin)在功能(neng)上有一個(ge)飛躍要(yao)(yao)實現交互式(shi)視頻(pin)(pin)通(tong)訊,對用戶端也提出(chu)了較(jiao)高要(yao)(yao)求(qiu),所以(yi)它仍屬于(yu)未來(lai)的呼(hu)(hu)叫中(zhong)(zhong)(zhong)心(xin)(xin)。
   3.虛(xu)擬呼(hu)叫(jiao)中(zhong)(zhong)心(xin):利用智能(neng)(neng)化網絡技術建立(li)虛(xu)擬呼(hu)叫(jiao)中(zhong)(zhong)心(xin)。這種呼(hu)叫(jiao)中(zhong)(zhong)心(xin),可以(yi)是系(xi)(xi)統龐大(da)、功能(neng)(neng)齊全、座(zuo)席數目過(guo)千的環球呼(hu)叫(jiao)中(zhong)(zhong)心(xin)。這樣一個(ge)龐大(da)的系(xi)(xi)統也(ye)可以(yi)同時為若干(gan)中(zhong)(zhong)小企業僅(jin)分(fen),呼(hu)叫(jiao)中(zhong)(zhong)心(xin)為運營商所(suo)有。各個(ge)中(zhong)(zhong)小公(gong)司的座(zuo)席代表特別是資深的專家。
可以在(zai)自己公(gong)(gong)(gong)司,自己實驗室工作。而(er)用虛擬網絡與中(zhong)心相連(lian),隨時接(jie)受那些對公(gong)(gong)(gong)司極為重實的詢問。這種系統具有大型數據庫或(huo)數據倉庫,它(ta)可以為每一(yi)(yi)個(ge)“入網”的中(zhong)小公(gong)(gong)(gong)司作決策和(he)分析,當然中(zhong)心運(yun)營商要保(bao)(bao)證(zheng)各公(gong)(gong)(gong)司之間(jian)信息(xi)絕對保(bao)(bao)密(mi)和(he)安(an)全,以使任何一(yi)(yi)個(ge)公(gong)(gong)(gong)司不因采用共(gong)同(tong)呼(hu)叫中(zhong)心而(er)泄密(mi),另外一(yi)(yi)種方法是,入網的各中(zhong)、小企業來自不同(tong)行(xing)業,不同(tong)運(yun)營方式,他(ta)們之間(jian)無共(gong)同(tong)之處,因此可以做到(dao)保(bao)(bao)密(mi)。
   我們還(huan)可以給出若干新型呼(hu)叫(jiao)中(zhong)(zhong)心(xin)(xin),如基于ATM 技術(shu)(shu)的(de)(de)分(fen)布式(shi)(shi)呼(hu)叫(jiao)系統(tong)、無線接(jie)入的(de)(de)移動呼(hu)叫(jiao)中(zhong)(zhong)心(xin)(xin)等(deng)。實際上,由(you)于現代通信系統(tong)技術(shu)(shu),互聯網(wang)技術(shu)(shu)和交互式(shi)(shi)視頻信號系統(tong)的(de)(de)發(fa)展,這些技術(shu)(shu)進步(bu)都(dou)會(hui)對呼(hu)叫(jiao)中(zhong)(zhong)心(xin)(xin)產生(sheng)影響,并直(zhi)接(jie)被采用。因此(ci)呼(hu)叫(jiao)中(zhong)(zhong)心(xin)(xin)將隨(sui)著信息技術(shu)(shu)進步(bu),向著智能(neng)化、個人化、多媒體化、網(wang)絡化、移動化的(de)(de)方向發(fa)展,由(you)于呼(hu)叫(jiao)中(zhong)(zhong)心(xin)(xin)會(hui)給企業帶來(lai)巨大利(li)潤和良(liang)好的(de)(de)社會(hui)效益。為廣(guang)大用戶帶來(lai)滿意(yi)的(de)(de)服務(wu),其快速發(fa)展和廣(guang)泛被采用已成(cheng)必然。
   4.以CRM系統(tong)(tong)為(wei)基礎的(de)呼(hu)叫(jiao)中心:對于集成度(du)需求較(jiao)高,業務較(jiao)復雜的(de)用戶,更重(zhong)視的(de)是呼(hu)叫(jiao)中心CRM系統(tong)(tong)與其(qi)業績的(de)粘(zhan)連(lian)度(du)。比如保險行業,呼(hu)叫(jiao)中心應該體現運營、流程(cheng)、協作三個方(fang)面,具(ju)體的(de)就是保險算(suan)價、核保流程(cheng)、績效統(tong)(tong)計、績效分析(xi)等等。這樣的(de)系統(tong)(tong)真(zhen)正提(ti)升了用戶管(guan)理效率(lv)和業務效益(yi)。