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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

              呼叫中心系統功能介紹


              1.     前言

              呼叫中心又名Call Center或客戶服務中心,其早期的呼叫中心應用就是今天的熱線電話、咨詢電話,由受過訓練的話務員專門接聽處理來電客戶的各類問題如咨詢、投訴、建議等。

              為了解決企業迅速膨脹帶來的管理混亂的問題,需要搭建一套非常符合企業工作流程的新處理系統。管理任務和各地的資源都集中在統一的信息平臺上,信息傳達和更改是統一和實時的,消除了混亂的溝通狀態。深圳市金維通訊有限公司根據自己多年開發語音系統的經驗,特此為企業開發一套客戶服務中心系統。

              撥入客戶服務中心的客戶,首先由動語音應答導航(IVR:“您好,歡迎您使用……”客戶聽到的是專業播音員的錄音,語音清晰、親切。可以避免由于業務員情緒不佳等因素造成對客戶情緒的影響,有利于減少投訴,提高公司形象。

              客戶可按自己的意愿選擇自動語音播報及人工座席應答。新客戶可以通過選擇自動語音播報來了解公司情況、產品種類、價格等與客戶有關的信息;如需人工座席應答,可轉入相關座席。

              由于大量重復性的信息可被引導到自動語音播報系統,話務員便能夠從大量的重復性勞動中解放出來,從而可以減少人工座席數量,并為客戶提供更專業、周到的服務。與熱線電話相比,客戶服務中心運營成本更低,服務質量更高。

              客戶服務中心可提供24 小時服務,自動語音播報系統為客戶提供全天候服務。

                     智能化呼叫路由采用智能呼叫分配(ACD,有多種條件選擇路由,如業務員的忙閑統計、業務員的服務能力、每天不同時段呼叫統計、主叫客戶的號碼、該客戶曾聯絡過的業務員、業務員的專業技能等級等信息。

               

              使用呼叫中心----

              有效降低老板對于企業信息系統的費用預算;

                充分考慮員工對于企業信息系統的使用便利;

                最大滿足客戶對于企業品牌形象服務的認可;

              CTI(呼叫中心)+CRM(客戶管理系統)+BCS(業務處理系統)

                                   ——企業業務處理系統暨客戶服務電話系統

                                     LazyPhone統一通信軟件

              因為電子商務時代的降臨,衍生出了企業對于信息化更多更全的要求,而這種需求往往是基于傳統的話機(實現營銷和服務)及電腦(資料管理和內部管理)的結合。它并不需要一個很龐大很專業的ERP系統、CRM系統、CTI系統、BCS系統、OA系統,但是它又需要實現以上信息系統的各自一部分功能,能夠實現這么多信息系統的基本功能疊加。正是基于眾多客戶的這種專業需求,我們設計了這個華靈科技統一通信系統。

              LazyPhone呼叫中心統一通信系統是針對于服務型行業所設計,采用電話交換機+軟件的最佳結合模式,提升企業的服務質量,更為全面的管理客戶資料,目前跟電話交換機實現了對接,實現更為強大的功能,更適合于不同的行業,如電視、電話購物、機票預訂、售后服務、物流、旅行社、以及一些會員制的行業。可以根據客戶的需要有償定制開發針對于不同行業的要求。

              1.1 系統硬件架構拓撲圖

              傳統的程控電話交換系統通常采用單一的普通電話操作模式,系統相對較為封閉,因而隔離了電話終端與計算機系統的信息交互,但隨著計算機信息化系統在企業運作當中的的迅速普及,用戶對當前電話呼叫的方便性,來電信息的即時處理,以及現有信息化業務系統與電話通信的融合的需求越來越急迫。舊式的交換機系統無法跟進信息化快速發展的步伐,而“LazyPhone”數字化、網絡化商務平臺的及時推出彌補了舊式程控交換機的天然缺陷。完美地解決了電話網與現有局域網之間的信息互通問題。

              LazyPhone”統一通信系統采用一體化融合通信設計思路,將電話交換機(PBX)、錄音系統、客戶管理系統(CRM)、辦公自動化系統(OA)、通話記錄、自動語音導航(IVR)、話務分配(ACD)、短信群發等多種功能整合一體,實現“大容量”的電話呼入/呼出處理、客戶數據管理、短信管理等功能應用。



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