【作者】 张平；

【导师】 洪晓光；

【作者基本信息】 山东大学 ， 软件工程， 2008， 硕士

【摘要】 呼叫中心(Call Center)又叫客户服务中心,是一个接收和发出呼叫的实体。客户可通过电话、传真、E-mail、Web、SMS、电子白板访问等多种现代化通信手段进入系统,在自动语音导航或人工坐席的帮助下访问系统数据库,获取咨询信息或完成其它事务处理。随着市场竞争日趋激烈,各企业均面临着前所未有的挑战。在这场战争中,谁抓住了用户,谁就拥有了市场,谁就将获得主动权,因此对用户的服务质量将是重中之重。呼叫中心正是迎合了这一趋势应运而生,其日益增强的“智能化”功能将成为未来电信增值业务的集合体,服务现代企业。各行各业、各类增值业务、各类信息服务(娱乐及商务)将与CTI(计算机通信集成)技术、呼叫中心应用紧密连结,集成新型技术的“智能呼叫中心”最终替代传统只为商业型企业服务的“客服中心”。铁通公司作为新兴的电信运营商,也应深刻认识到这一电信新业务的潜在价值,在提高自身服务的同时,服务社会创造价值。由于当今企业的经营范围不断增加,产品更新也是日新月异,用户对于企业服务质量的要求也不断提高,简单的热线电话已不能满足优质服务的要求;与此同时,国内外成功运行的经验也证明,一个利用先进的技术手段构建的智能化呼叫中心,能够为政府和企业提供全方位的系统管理和控制手段,从而有效提高其服务质量和核心竞争力,并为之带来良好的社会效益和经济效益。因此为了满足市场需求,同时给铁通智能呼叫中心的进一步的推广应用奠定良好的基础,本论文将讨论智能呼叫中心平台的系统设计及呼叫中心业务的市场前景分析,并本着“三分投入,七分运营”的理念阐述呼叫中心平台的系统管理策略,主要包括如下内容:行业背景、智能呼叫中心业务应用、技术方案、运营管理、技术保障等。首先,本文就呼叫中心的行业背景从行业标准、智能新技术、以及培育的市场环境方面进行了客观的综述,并通过对其国内运营环境分析,进一步阐述了开展智能呼叫中心业务有利于电信运营商增值业务的综合应用,可有效整合资源,确立行业的领先地位。其次,本文从软硬件结构、技术特征及体系结构方面详尽的阐述了智能呼叫中心的设计方案,并从开放的体系结构和良好的扩展性、强大的路由功能以及灵活的系统管理和配置工具等方面阐述了智能呼叫中心系统的突出特点和功能。再次,在智能呼叫中心系统设计中,包含了呼叫中心业务生成系统、座席控制系统、互联网客服系统和IP客服系统。最后,本文还从专用呼叫中心业务和智能外包呼叫中心业务两个方面阐述了智能呼叫中心的运营管理情况。运用座席外包、行业热线、企业总机等多种外包方式,阐述了运营的业务种类、运营亮点和盈利点。在本文中,作者明确地提出了智能呼叫中心的组网方案,同时还灵活地运用了脚本语言实现了呼叫中心的灵魂—业务生成系统,并阐述其功能潜在延伸能力,通过其优秀的技术开发和设备维护人才,结合通信业发展和企业的需求进一步挖潜该系统的潜在功能,帮助解决工程中的具体问题,从而取得良好的经济效益。更多还原

【Abstract】 The other name of Call Center is Customer Service Center. It is an entity that can receive and send call. Customers can access call center system by several modernized artifice such as telephone, fax, Email, Web, SMS, white broad and so on. Basing on the help of auto-voice navigation or manual station, customers can access system database and obtain consultation information or finish other transactions.With the vehemence of the markets, all enterprises are facing the challenge that is never meeted. In the war, the enterprises that catching hold of the customers win the initiative. So the service quality to customers is very important. The call center will be extended and enhanced gradually and stepped into the artificial intelligence. It would become a future centralized whole set of the electrical communication business with increasing value. All kinds of business, all kinds of vocations with increasing value and all kinds of information service (entertainment and business) have a tight connection with the CTI technical and the application of the call center. The combined new style of "the intelligent call center" will indeed replace the traditional "service center", which was only serviced for the business corporation. CTT is a new telecom enterprise and need improve the service quality of itself by the effective way.As the increase of the business field of the corporation and the requirement of the service from the customer, the simple hot line situation could not satisfy the optimization of the service. In the meantime, the call center has been successfully applied at out seas. It brings excellent social benefits and economic benefits for the government and the corporation. So, it is recommended to build up an artificial intelligent call center with the advanced technical to provide the full-angle system managements and the control methods for the government and the corporation. The quality of the service and the core of the competition would be highly improved.The thesis would explain the management of the call center according to market analysis and the system design based on the artificial intelligent call center and following the concept of the business running basic. The main contents below include: the background of the business, the application of the call center business, the technical method, the business management and the technical safeguard etc.In this dissertation, the author summarized the enterprise standards, intelligent new technologies and the potential markets of CTI on the basis of its enterprise background. After the analysis of its national developing environment, the author interpreted that the development of intelligent CTI is the integrated applications of telecom ISPs, which can make good use of resources and keep the enterprise ahead.This paper had introduced the design scheme of intelligent CTI, including its hardware and software structures, technique characteristics and system structure. Then summarized the intelligent CTI’s functions after analyzed the open system structure, expansibility, the strong routing function and system management and deployment.In the system design, the paper had realized the born system of the call center, the pew controls system, internet service system and IP customer system by script.The paper had interpreted the management issues of CTI from two aspects: Appropriative of call center and Intellective of call center outside . Then analyzedthe operation categories, running brightness and payoff methods of the pew wraps outside、profession hot-line、business enterprise switchboard.In this dissertation, the author proposed the intelligent CTI organization scheme, and used script to analyze CTI’s soul—business born system, interpreted its potential functions. Better economic benefit can be made under the efforts of outstanding development and maintenance stuff, combining the potential functions of this system from the point of telecom and enterprise requirements.更多还原