1、UNIT15 Call Center 15-1 Technical Part15-2 Reading Material 15-1 Technical Part 15-1-1 Definition Call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.A call centre is operated by a company to administer incoming product suppo
2、rt or information inquiries from consumers.Outgoing calls for telemarketing,clientele,product services,and debt collection are also made.In addition to a call centre,collective handling of letters,faxes,live chat,and e-mails at one location is known as a contact centre.15-1-2 Introductions A call ce
3、ntre is often operated through an extensive open workspace for call centre agents,with work stations that include a computer for each agent,a telephone set/headset connected to a telecom switch,and one or more supervisor stations.It can be independently operated or networked with additional centers,
4、often linked to a corporate computer network,including mainframes,microcomputers and LANs.Increasingly,the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration(CTI).1.IVR(Interactive voice response)solutionNowadays,more and more S
5、P(service provider)use IVR(Interactive voice response)system to replace the traditional call process system as a value added service to improve the customer satisfaction.Please see below IVR configuration as graph Figure 15-1.Figure 15-1 IVR Architecture configuration IVR allows customers to interac
6、t with a companys host system via a telephone keypad or by speech recognition,after which they can serve their own inquiries by the IVR dialogue.IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.IVR applications can be used to control
7、almost any function where the interface can be broken down into a series of simple interactions.The existing IVR business includes customized ring back tone,online VOD,voice information service,game,multi-party video conference,background music call and chat with friends,etc.Essentially,the IVR is t
8、he main business of replicating the previous message platform business model,moreover,it provides a virtual identity theme chat and peer-to-peer chat service.2.Cloud-based Contact Centre SolutionsCall centres expect a high level of communications functionality,predictability,security and control whe
9、n moving to the cloud and a hosted contact centre solution.With the Communications as a Service(CaaS)cloud offering from Interactive Intelligence,you get all of that.Interactive Intelligence has the unique ability to offer a simple,cost-effective migration between cloud and on-premise environments.T
10、his flexibility is the result of key technology innovations that include:A common all-in-one architecture Dedicated virtual machines Hybrid deploymentsInteractive Intelligence offers three flexible CaaS deployment models to choose from.Each model is based on a hardened Interactive Intelligence data
11、center and the Customer Interaction Center(CIC).A unique hybrid option that provides a superior level of predictability as well as security and control.Voice infrastructure components such as gateways,media servers and IP phonestogether with call recordings and sensitive customer informationremain o
12、n-premise and connect via MPLS(MultiProtocol Label Swiching)to the CIC application server residing in a hardened Interactive Intelligence data center.This allows you to:Keep the voice path on your private network Securely store recordings on local servers Maintain customer data in local databases Ut
13、ilize existing Telco lines(calls continue to terminate at your site)Easily transition to a premise environment15-1-3 Application Case or Example Most major businesses use call centers to interact with their customers.A contact centre,also known as customer interaction centre,is a central point of an
14、y organization from which all customer contacts are managed.Through contact centers,valuable information about company are routed to appropriate people,contacts to be tracked and data to be gathered.It is generally a part of companys customer relationship management(CRM).1.Compared with traditional
15、PBXPremise-based Call Centre Technology Historically,call centers have been built on PBX(Private Branch Exchange)equipment that is owned and hosted by the call centre operator.The PBX might provide functions such as Automatic Call Distribution,Interactive Voice Response,and skills-based routing.The
16、call centre operator would be responsible for the maintenance of the equipment and necessary software upgrades as released by the vendor.Eventually,people would like to be interested in not only the voice service,but also the data service,such as video chat,online service,etc.In this way,IPCC(IP Cal
17、l center)come out,below graph Figure 15-2 is the configuration of the IPCC.2.Advantage of IPCCIPCC not only covers all the functions of traditional PBX call center,at the same time which is combined with the advanced Internet technology and communication technology,such as the distribution of seats,
18、online video,online communication,text chat,desktop sharing,file transfer and so on.IP call center system support PSTN telephone access,IP relay access,multimedia messaging(Media Call)access,compatible with existing communication mode,IP relay access,which can greatly reduce the call cost.Different
19、provinces WEB user agent calls neednt pay any call costs more by using the interior of the soft-switch.Please see below application of IPCC as Figure 15-3.IP call center system,make full use of the advantage of IP network,complete voice and data communications unified,and integrated voice,video and
20、data communications to produce a new call center business,at the same time,it seamless links with the mature call center module,Internet technology,VOIP technology,the soft exchange technology,network technology and database technology,to provide a complete customer service center solution.Figure 15
21、-2 IPCC network ConfigurationFigure 15-3 The application of IPCC 15-2 Reading Material 15-2-1 Reading comprehension IPCC Solution for the Large EnterpriseWith the rapid development of the commercial economy,the contact center transforms from the traditional customer service center to the profitable
22、marketing center and becomes an essential part for improving enterprises core competitiveness.Some telecommunication supplier,such as Huawei,whose large enterprise IPCC solution supports enterprises to do so with improved operational efficiency and reduced TCO in an all-round way.In the course of co
23、ntinually enhancing customer satisfaction,enterprises pay increasing attention to focusing on target customers,tapping the potential customer value,and meeting customer requirements.To achieve these objectives,the contact center must meet the following requirements:Advanced platform supporting smoot
24、h evolution Integrated and reliable platform with high performance Lean operation management capabilities that improve resource efficiency Multimedia interaction capabilities,including videos and Web,for enhancing user experience Integration with the application system and service customizationThe H
25、uawei Contact Center System provides high stability,reliability,scalability,and maintainability.This is based on Huaweis understanding of the current situation and evolution of the telecommunications network and its comprehensive strength in fixed,mobile,and IP networks.Huawei has thousands of core
26、platform R&D and test engineers who have tested their products under scores of extreme environments(for example,super-heavy traffic,temperature difference,high humidity,high salinity,high alkalinity,and oxygen shortage)to ensure world-class quality.The customizable services include three layers cust
27、omized service,customized road map,and customized innovation solutions.More than ten local customization development centers worldly provide secondary development for customers and remote technical support to the intensive operation of the customer service system.The customized road map and customiz
28、ed,innovative solution:Huaweis MKT,sales,and R&D make an in-depth analysis of the customer requirements and come up with a customized solution to meet specific customer requirements.Huawei IPCC Solution supports multimedia access methods such as email,fax,short message,and video,plus Web-based escor
29、ted browsing,click-to-dial,and text chat.This solution provides customers with multi-channel services in a combination of voice,text,and graphics so that users can interact with service representatives of the contact center through these media.Therefore,the information interaction space for users an
30、d service representatives is widely expanded,and the efficiency of information interaction is improved.After the route and script are predefined,the IPCC Solution identifies customer information including the customer level,and then provides different access rates,IVR processes,and service personnel
31、 by the customer level.In this way,the solution reduces call costs by providing diversified services.Based on customer information,the solution supports multi-round marketing,that is,identifies and focuses on high-value customers quickly,and then performs precision marketing,increasing the marketing
32、 success rate and reducing operation costs.The system provides a set of graphical management tools.Using these tools,maintenance personnel can perform simplified device maintenance and system optimization operations on GUIs,which facilitate O&M and lowers requirements for maintenance personnel.There
33、fore,these tools improve maintenance efficiency,and the stability and reliability of the contact center.Agent statuses are displayed on the agent map based on the actual agent positions so that it is easier to inspect attendants service qualities for quality improvement.Words&Expressionsprofitable a
34、.有利的，有益的TCOTotal Cost of Ownership 总成本efficiency n.效率，效能customization 定制，客制化服务stability n.稳定，稳定性scalability 可扩展性salinity n.盐性，盐度alkalinity n.碱浓度，碱性combination n.结合(体)，团体 representative a.(+of)代表的diversified a.多变化的，各种的facilitate vt.使容易，促进O&M=operation and maintenance 运维escort n.护卫队，护卫 15-2-2 Exercise
35、s I.Multiple Choices.1.Which of the following is the challenge to carrier according to the passage?A.Focusing on target customers.B.Tapping the potential customer value.C.Meeting customer requirements.D.Making more money.2.What kind of access mode can Huawei IPCC system support?A.Sound.B.Text.C.vide
36、o.D.graphics.3.How can Huawei IPCC system help carrier improve customer satisfaction?A.Give customer more discount.B.Enhance customer care department facilities.C.Provide diversified in term of different customer level.D.None of the above.4.To improve the maintenance efficiency,what kind tools can H
37、uawei contact center system use?A.A kind of innovative software.B.A set of graphical management tools,such as GUI.C.Operation system support.D.Physical hardware.II.Read&Translate.1.With the rapid development of the commercial economy,the contact center transforms from the traditional customer servic
38、e center to the profitable marketing center and becomes an essential part for improving enterprises core competitiveness.2.More than ten local customization development centers worldly provide secondary development for customers and remote technical support to the intensive operation of the customer
39、 service system.3.After the route and script are predefined,the Huawei IPCC Solution identifies customer information including the customer level,and then provides different access rates,IVR processes,and service personnel by the customer level.4.Based on customer information,the solution supports m
40、ulti-round marketing,that is,identifies and focuses on high-value customers quickly,and then performs precision marketing,increasing the marketing success rate and reducing operation costs.5.Using these tools,maintenance personnel can perform simplified device maintenance and system optimization operations on GUIs,which facilitate O&M and lowers requirements for maintenance personne.
