基于融合通信技术的托管呼叫中心系统构建

【作者】 梁晨；

【导师】 戴开宇；

【作者基本信息】 复旦大学 ， 软件工程， 2009， 硕士

【摘要】 呼叫中心自上世纪90年代进入中国,从最早的热线电话到被称为PBX/UnPBX的建置,呼叫中心已经在近年呈多元化的发展,呼叫中心的发展与网络、通信技术始终紧密相关,迅速发展和普及的融合通信技术被视为全面优化升级呼叫中心的动力。本文在分析呼叫中心的发展与演进策略的基础上,提出融合通信技术为呼叫中心运营带来的全新的“托管”式电信服务“外包”运营模式,引入了“全网总机”的系统架构概念,企业用户可根据实际应用需要,通过“租赁”呼叫中心远程终端和通讯服务的形式,延伸企业的客服电话、总机电话到相应的办公室或其他指定的地点,方便使用。本文的具体工作与意义如下:●研究托管呼叫中心系统引入融合通信技术所形成的UMS、Web Call、自助IVR(Interactive Voice Response)、智能ACD(Automatic CallDistribution)、SMS、计费、灵活路由等超越传统呼叫中心运作模式的新功能;●探讨商业模式和网络技术的深度融合“创新”所带来的客户服务一致性体验、业务运营效率提高、服务运营成本降低、主动整合后台数据挖掘等呼叫中心拓展能力的提升●提出基于固话移动融合、语音数据融合和集成网络呼叫的托管呼叫中心技术业务模型的构建思路和具体设计;●通过对商业模型创新与具体系统实现的分析,深入研究融合通信技术对呼叫中心提供“托管服务”业务模型进行再造的具体消息流程和软硬件集成方案,并通过系统实验和商用测试验证系统设计的可行性、可靠性和可实现性。更多还原

【Abstract】 The development of Call Center has always been closely related to networks and communications technology.The Converged Communications Technology that develops rapidly and popularizes well has been regarded as the drive of comprehensive optimization and upgrading of call center.In this paper,the call center development and evolution of strategy were explained:the Converged Communications Technology has brought new telecommunications "outsourcing" services exactly for call center operators - the so called "hosted" services model,with the introduction of integrated communication system technology,the hosted call center system is able to form new functions that beyond the traditional mode,like UMS,Web Call,self-service IVR,intelligent ACD, SMS,billing,routing flexibility:and the in-depth integrated "innovation" provided by the business mode and network technology will strengthen the developing ability of call center,such as enhancing the experience of customer consistency of service,improving the efficiency of business operations,reducing operating costs,and taking the initiative to integrate the background data exploring.This paper further emphasized the specific ideas and design of technology business mode that based on the fixed-mobile convergence,voice,data integration,and integrated network calls.Through the innovative idea of business model and analyzing of specific systems,the integrated proposal of software and hardware,together with information processes reformed by such hosted services has been laid in-depth study,and has been proved to be feasible, reliable and realizable through the system experiment and commercial testing verification system.更多还原