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              深圳市金維通訊技術有限公司
              電話交換機程控電話交換機威譜電話交換機國威電話交換機...網點分布:深圳 廣州 中山 佛山 珠海 惠州

              酒店呼叫中心客服管理系統 整體解決方案


              1       行業背景

              酒店賓館業是現代社會中競爭最激烈的行業之一。除了自身經營的主業——住宿、餐飲等之外,還包含購物、娛樂、休閑、運動、旅游等輔業。消費者在選擇酒店賓館進行消費時,除了理想舒適的住宿、周圍便捷的交通、可口的餐飲,消費者十分注重的還有酒店賓館的服務質量。從某種意義上來說,酒店賓館生產和銷售的不僅是實物產品,更多的是服務,消費者希望得到的是物質和精神的多重滿足,這就給酒店管理提出了更高的質量要求。對于具備食、宿、娛、購等多重屬性于一體的酒店賓館企業來說,更應注重和滿足消費者的多樣化需求。如何更好地維持客戶忠誠度、拓展新客戶,增強酒店賓館企業的整體競爭力,成為酒店賓館企業必須思考的問題。

              2       統模塊介紹

              2.1             交換機(PBX

              根據酒店管理的現狀及服務模式,推薦使用Alcatel OXO交換機。

              阿爾卡特(ALCATEL)是一家國際集團公司,業務遍及全球130多個國家,主要集中在快速增長的通信領域和因特網市場。阿爾卡特在語音/數據交換技術、因特網產品、高速接入產品、陸地和海底光纖網絡及智能網絡系統等領域,均處于世界領先地位。阿爾卡特是歐洲第一的用戶交換機供應商,在北美市場也得到快速發展,阿爾卡特被公認為語音/數據集成技術的創導者。

              阿爾卡特始終致力于企業通訊市場。阿爾卡特的Office系列產品被列為占世界主導地位的企業語音通信平臺,現已安裝1000多萬線的企業通信設備。今天,阿爾卡特又為企業的市場需求奉獻一款全新的語音、數據、因特網一體化產品,這就是世界第一的電子商務通信平臺:Alcatel OmniPCX Office 使得電子商務通信 ── Internet、語音、數據集成一體并直接面向廣大的企業用戶。

              2.2             CTI系統

              CTI中間件作為呼叫中心系統的核心模塊,對呼叫中心系統的建設起到舉足輕重的作用,主要有以下功能:

              Ø         連接電話交換系統和計算機系統,傳遞兩系統之間的消息和指令;

              Ø         提供ACD(自動話務分配)功能,提供多媒體智能路由功能;

              Ø         提供豐富的開發接口,包括Windows APIOCX控件等;

              Ø         提供呼入/呼出功能。

              本方案采用多媒體統一服務的呼叫中心中間件,不僅支持傳統的PBX系統,而且支持最新的IP PBX融合通信系統,使小型呼叫中心也可以享受到以前只有大型呼叫中心才具備的系統功能,滿足企業對CTI技術日新月異的需求,為企業提供強大、穩定、高性價比的CTI平臺。

              2.3             IVR系統

              IVR(交互式語音應答)系統是呼叫中心的重要組成部分,主要用于為用戶電話來訪提供語音提示,引導用戶選擇服務內容和輸入電話事務所需的數據,并接受用戶在電話撥號鍵盤輸入的信息,實現對計算機數據庫等信息資料的交互式訪問。IVR可以取代或減少話務員的操作,達到提高效率、節約人力、實現7*24小時服務的目的。同時也可方便用戶,減少用戶等候時間,降低電話轉接次數。

              未來可根據項目建設的需要,IVR系統集成TTSASR等先進的功能,實現更為人性化的服務功能。同時可以和話務員之間進行語音和數據的交互,實現整個系統的聯動功能。

              2.4             坐席系統

              人工坐席由PC機和話機組成,PC機運行Windows系統,運行坐席平臺軟件以,業務功能模塊加載在該平臺為人工坐席提供業務應用功能。基本功能如下:

              Ø         坐席的簽入/簽出,服務狀態控制功能;

              Ø         實現和IVR進行語音互動功能;

              Ø         基本電話操作功能,如接聽、掛斷、呼出、轉移、三方會議等功能;

              Ø         對CTI的電話排隊情況進行監控;

              Ø         班長席可以實現監控所有的坐席狀態,實現強插、強退等特權操作。

              2.5             錄音系統

              錄音設備對系統與客戶的通話進行全程錄音,并對錄音數據進行存儲管理,實現全程錄音及隨機調聽。利用錄音設備后,系統能夠進行談話信息整理,班長和質檢人員能夠瀏覽和調聽系統的通話,作為服務質量監督檢查的依據。

              2.6             監控系統

              監控系統主要對平臺的主要設備進行適時監控,主要有:

              Ø         坐席監控:坐席的當前狀態,空閑、忙碌

              Ø         隊列監控:當前系統得排隊情況

              Ø         設備監控:坐席和IVR的設備監控

              Ø         IVR線路監控:IVR的狀態,空閑、占用

              Ø         錄音監控:系統所有錄音的監聽

              2.7             配置管理系統

              系統管理軟件是對整個呼叫中心系統所有的業務和參數進行配置,主要配置的參數有CTI的配置、坐席的配置等,具體如下:

              Ø         系統配置

              Ø         坐席管理

              Ø         坐席分組管理

              Ø         設備管理

              Ø         坐席離開原因管理

              2.8             報表系統

              本項目提供一套完整的報表,并可以方便的生成Excel文件及餅狀圖、柱狀圖,主要系統統計報表有:

              Ø         分機話務量總統計表

              Ø         分機話務量統計表

              Ø         分時段話務量統計表

              Ø         坐席話務統計報表

              Ø         坐席話務統計詳細表

              Ø         坐席平均服務時間統計表

              Ø         用戶放棄統計表

              Ø         依照數據生成餅狀圖

              Ø         多次呼入號碼統計

              2.9             質檢系統

              本方案提供一套完整的錄音質檢系統的報表,并可以方便的生成Excel文件及餅狀圖、柱狀圖,主要功能有:

              Ø         質檢條目配置

              Ø         默認分數值

              Ø         質檢錄音是否參與統計

              Ø         評分清零

              Ø         評分明細統計

              Ø         評分分類統計

               

              2.10       業務管理系統

              當客服人員接到用戶的電話后,通過業務管理系統來處理用戶的各種需求,具體包括以下功能:

              Ø         客戶信息彈屏

              Ø         酒店預定

              Ø         知識庫管理   

              Ø         電話營銷管理

              Ø         問卷調查管理

              Ø         客房電話計費管理

              Ø         客戶信息管理

              Ø         權限管理          

              3       系統詳細功能

              3.1             總體服務流程

              電話進入之后,系統將根據客戶的主叫號碼,在客戶信息中查找相應的客戶信息,如果客戶信息存在,則顯示客戶的詳細信息,不存在則坐席代表可以添加客戶的詳細信息。

              3.2             呼叫功能

               

              序號

              功能項目

              功能描述

              1

              轉人工

              報工號

              按“*”后,轉接人工后自動報工號,如果全部坐席都是忙碌狀態,系統播報當前的排隊數量并播放音樂

              資料彈屏

              客戶電話進入人工后,可自動彈出客戶的基本信息,如果客戶不存在,則彈出客戶的來電號碼

              全程錄音

              坐席在服務的過程中是全部錄音,直到客戶掛機

              自動返回服務

              坐席可以在通話的過程中,可以將用戶的電話重新轉到IVR,由用戶重新選擇語音菜單

              3

              坐席簽入

              簽入平臺,進入工作狀態,可以接電話

              4

              坐席簽出

              簽出話務平臺,進入離開狀態,不可進行任何話務操作

              5

              坐席示忙

              臨時向系統示忙,不會被分配到客戶電話

              6

              坐席示閑

              取消示忙,進入工作狀態,可以被分配客戶電話

              7

              坐席應答

              接通打入的電話

              8

              結束服務

              結束當前通話

              9

              坐席靜音

              在接聽客戶電話時,對客戶靜音,坐席可以聽到客戶聲音,但客戶聽不到坐席聲音

              10

              取消靜音

              取消靜音,恢復與客戶的雙向通話

              11

              來電保持

              保持當前客戶電話,客戶聽到等待音樂。坐席空閑,可以向其它的坐席求助。

              12

              取得保持

              把保持中的客戶電話取出來,繼續通話,

              13

              主動呼叫

              坐席主動呼叫其他坐席,外呼常用電話,外撥客戶電話(可查詢,也可輸入)

              14

              坐席轉接

              把當前客戶電話轉移給另外一個坐席, 形成三方通話,任何一個坐席掛機后,剩下的那個坐席與客戶通話。

              3.3             人工服務

              3.3.1       客戶信息彈屏

              序號

              功能項目

              功能描述

              1

              信息彈屏

              根據客戶的來電號碼,彈出客戶的基本信息

              2

              通話記錄填寫

              記錄本次通話內容

              3

              通話記錄導出

              導出客戶通話內容

               

              3.3.2       個人業務

              序號

              功能項目

              功能描述

              1

              客房預定

              在界面中對客房進行預定

              2

              房間預定信息查詢

              在界面中查詢當前房間的預定情況

              3

               服務項目查詢

               酒店賓館服務項目查詢

              4

              餐飲服務查詢

              查詢餐飲服務內容及當日菜譜等

              5

              企業最新動態

              企業最新動態

              6

              服務項目促銷信息

              酒店賓館的服務項目促銷信息

              7

              客戶消費積分查詢

              客戶消費積分查詢

              7

              禮品兌換

              禮品兌換

               

              3.3.3       知識庫管理

              序號

              功能項目

              功能描述

              1

              信息類別設置

              設置知識信息類別

              2

              信息添加

              添加知識庫內容

              3

              信息查詢

              查詢知識庫內容

               

              3.3.4       電話營銷管理

              序號

              功能項目

              功能描述

              1

              數據導入

              批量導入營銷客戶數據

              2

              數據維護

              對客戶資料進行維護,包括添加、修改、刪除、分配處理人

              3

              電話營銷處理

              電話呼出,并記錄內容

              4

              營銷數據查詢

              查詢營銷數據

              5

              數據統計

              對營銷數據進行統計

               

              3.3.5       問卷調查管理

              序號

              功能項目

              功能描述

              1

              調查數據批量導入

              調查數據批量導入

              2

              調查問卷設計

              自動生成問卷

              3

              問卷答案錄入

              錄入問卷答案

              4

              調查答案查詢

              查詢調查答案

              5

              調查答案統計

              統計調查答案

               

              3.3.6       工作流管理

              序號

              功能項目

              功能描述

              1

              工單類型管理

              工單類型設置,包括:投書、咨詢、建議等

              2

              工單受理

              受理需要流轉的工單

              3

              工單查詢

              查詢已處理或未處理的工單內容

              4

              工單統計

              統計已完成的工單數量

              3.3.7       客戶信息管理

              序號

              功能項目

              功能描述

              1

              客戶組管理

              客戶組信息管理

              2

              客戶信息導入

              批量導入客戶信息

              3

              潛在客戶錄入

              錄入潛在客戶信息

              4

              潛在客戶資料維護

              潛在客戶信息維護

              5

              聯系人管理

              客戶聯系人信息管理

              3.3.8       客房電話管理

              序號

              功能項目

              功能描述

              1

              收費標準配置

              根據各個地區配置相應的收費標準

              2

              話單詳細信息查詢

              根據時間、分機號等查詢話單的詳細信息

              3

              話費統計

              根據房間、日期計算所發生的話費

              4

              話費日統計

              統計當日所有房間產生的話費

              5

              話費月統計

              統計當月所有房間發生的話費

              6

              按帳號統計話費

              對客房分機撥打電話可以設置帳號,根據帳號統計話單

              7

              根據不同的中繼線路設置話費標準

              對走不同中繼線路的外呼電話設置不同的收費標準,報表中根據中繼線路生成話單

               

              3.3.9       權限管理

              序號

              功能項目

              功能描述

              1

              部門信息管理

              添加、修改、刪除部門信息

              2

              修改員工密碼

              操作員可以修改自己的登錄密碼

              3

              操作員分組管理

              對操作員進行分組

              4

              操作員資料管理

              添加、刪除、修改操作員信息

               

              3.4             自助語音服務

              語音自助服務主要包含以下幾個部分:

              住客信息服務:住客進入酒店后,酒店就可以用信息熱線(主要是自動語音)提供全天候服務,利用它回答一些關于酒店各崗位服務項目及時間、機場穿梭巴士、酒店階段性優惠活動、電視節目安排、附近的旅游景點及到達方法、餐飲特色等其他經常性的固定問題,并可隨時刪改更新。 由于可在任一時間通過任一部電話進入熱線,就使得此項語音服務更加方便靈活有價值,如使用酒店分機電話,則住客可隨意撥打,毋須支付電話費用。使用者僅通過按鍵選擇,即可收聽到所需信息。例如,他們可以按 "1" 來了解酒店服務,按 "2" 聽取餐飲娛樂信息。這是一個提供最新信息的良好途徑,并可從當地商業贊助商中獲得一些收益。

              積分查詢:酒店賓館企業會員自助查詢積分。

              信息查詢:房間預定信息查詢、酒店賓館服務項目查詢、餐飲服務查詢、地理位置查詢、附近交通查詢、當地風土人情介紹、企業最新動態、付款方式查詢、酒店賓館的服務項目促銷信息、休閑服務、娛樂項目介紹、加盟合作項目查詢。

              自助房間預定:自助房間預定、訂單提交。

              自助傳真:根據客戶需要,進行人工轉帳。

               投訴、建議等語音留言:用戶可以通過自助語音應答系統進行留言。

              3.4.1       住客信息服務

              為客戶提供更好的服務,在自助語音應答系統中,為提供了有關酒店的一些基本信息的查詢,包括:酒店附件的交通信息、最新優惠活動等。

              3.4.2       自助房間預定

              客戶通過自助語音應答服務,預定房間,預定成功,提示成功信息,不成功,提示不成功原因,例如:房間已滿等。

              3.4.3       會員積分查詢

              客戶輸入會員卡號及密碼,查詢當前會員卡的積分信息。

              3.4.4       禮品兌換

              查詢當前的禮品信息,并輸入會員卡號進行禮品兌換。

              3.4.5       信息查詢

              通過自助語音系統可以查詢酒店的線路、服務項目、優惠活動、當地風土人情等等。

              3.4.6       客戶評分

              坐席服務完成后,將客戶電話轉接到自助語音服務系統,請客戶對該坐席的服務質量做出評價,評分結束,系統主動掛斷客戶電話。

              3.4.7       詳細功能列表

              序號

              功能項目

              功能描述

              1

              轉人工服務

              按“*”后,進行人工轉接。若轉接成功,則與坐席通話;如人工忙或下班,則提示繼續等待請按“0”,掛機請按“1”。

              2

              自助房間預定

              輸入要預定的房型和預定時間,確認房間預定;預定成功提示成功信息,并發送短信進行確認;預定不成功,提示不成功原因

              4

              會員卡積分查詢

              輸入會員卡卡號和密碼,查詢積分情況

              5

              禮品兌換

              選擇要兌換的禮品,輸入會員卡號及密碼,確認兌換信息    

              6

              客戶滿意度調查

              客戶對當前服務的坐席進行打分

              7

              語音提示

              播放語音文件進行提示

              8

              按鍵打斷

              按鍵打斷

              9

              按鍵輸入

              電話按鍵輸入

              10

              電話留言

              電話留言

              11

              傳真收發

              傳真收發

              12

              其他業務

              根據酒店業務的需要進行定制

               

              3.5             錄音功能

              序號

              功能項目

              功能描述

              1

              錄音

              錄音管理

              2

              查詢

              錄音查詢

              3

              回放

              錄音回放

              4

              錄音監聽

              錄音監聽

              5

              文件回刪

              文件回刪,根據設置的條件,系統自動回刪錄音文件

               

              3.6             系統報表功能

              序號

              功能項目

              功能描述

              1

              坐席統計

              坐席分時段話務量統計

              坐席離開事由統計

              坐席上級時間統計

              坐席最長離開時間統計

              坐席最長通話時間統計

              坐席最長通話時間統計

              多次呼入主叫號碼統計

              呼入/呼出排行統計

              2

              坐席狀態統計

              坐席狀態統計分析表

              坐席狀態流水過程表

              坐席無法接聽電話統計分析表

              坐席考勤表

              3

              坐席電話統計

              電話流水表

              電話分析表

              時段分析表

              綜合分析表

              規定時間內未接聽接聽率

              區域號碼分析表

              坐席分組分析

              4

              坐席分組統計

              小組業績統計

              分時段統計

              5

              IVR統計

              IVR業績統計

              IVR時段統計

              IVR流水表

              IVR分析表

              IVR通道時段電話分析表

              轉移失敗查詢

              6

              綜合統計

              每天隊列統計

              時間段隊列統計

              分組電話統計

              IVR呼入流水表

              呼入電話分析表

              7

              隊列統計

              排隊時段電話統計

              8

              錄音統計

              錄音明細查詢

              錄音質檢

               

              3.7             系統監控功能

               

              序號

              功能項目

              功能描述

              1

              監控平臺

              監控平臺

              隊列監控

              IVR線路監控

              坐席監控

              設備監控

              線路監控

              錄音監控

              3.8             系統配置功能

              序號

              功能項目

              功能描述

              1

              系統配置

              坐席管理

              技能組管理

              設備管理

              技能組優先級管理

              坐席狀態管理

              系統管理員管理

              坐席業務管理

              來電彈屏管理

               

              關閉
              點擊這里給我發消息
              點擊這里給我發消息
              點擊這里給我發消息
              點擊這里給我發消息
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