IT专业英语UNIT15 Call Center.ppt

UNIT15CallCenter,15-1TechnicalPart15-2ReadingMaterial,15-1TechnicalPart15-1-1DefinitionCallcenterisacentralizedofficeusedforthepurposeofreceivingandtransmittingalargevolumeofrequestsbytelephone.Acallcentreisoperatedbyacompanytoadministerincomingproductsupportorinformationinquiriesfromconsumers.Outgoingcallsfortelemarketing,clientele,productservices,anddebtcollectionarealsomade.Inadditiontoacallcentre,collectivehandlingofletters,faxes,livechat,ande-mailsatonelocationisknownasacontactcentre.,15-1-2IntroductionsAcallcentreisoftenoperatedthroughanextensiveopenworkspaceforcallcentreagents,withworkstationsthatincludeacomputerforeachagent,atelephoneset/headsetconnectedtoatelecomswitch,andoneormoresupervisorstations.Itcanbeindependentlyoperatedornetworkedwithadditionalcenters,oftenlinkedtoacorporatecomputernetwork,includingmainframes,microcomputersandLANs.Increasingly,thevoiceanddatapathwaysintothecentrearelinkedthroughasetofnewtechnologiescalledcomputertelephonyintegration(CTI).,1.IVR(Interactivevoiceresponse)solutionNowadays,moreandmoreSP(serviceprovider)useIVR(Interactivevoiceresponse)systemtoreplacethetraditionalcallprocesssystemasavalueaddedservicetoimprovethecustomersatisfaction.PleaseseebelowIVRconfigurationasgraphFigure15-1.,Figure15-1IVRArchitectureconfiguration,IVRallowscustomerstointeractwithacompanyshostsystemviaatelephonekeypadorbyspeechrecognition,afterwhichtheycanservetheirowninquiriesbytheIVRdialogue.IVRsystemscanrespondwithpre-recordedordynamicallygeneratedaudiotofurtherdirectusersonhowtoproceed.IVRapplicationscanbeusedtocontrolalmostanyfunctionwheretheinterfacecanbebrokendownintoaseriesofsimpleinteractions.,TheexistingIVRbusinessincludescustomizedringbacktone,onlineVOD,voiceinformationservice,game,multi-partyvideoconference,backgroundmusiccallandchatwithfriends,etc.Essentially,theIVRisthemainbusinessofreplicatingthepreviousmessageplatformbusinessmodel,moreover,itprovidesavirtualidentitythemechatandpeer-to-peerchatservice.,2.Cloud-basedContactCentreSolutionsCallcentresexpectahighlevelofcommunicationsfunctionality,predictability,securityandcontrolwhenmovingtothecloudandahostedcontactcentresolution.WiththeCommunicationsasaService(CaaS)cloudofferingfromInteractiveIntelligence,yougetallofthat.,InteractiveIntelligencehastheuniqueabilitytoofferasimple,cost-effectivemigrationbetweencloudandon-premiseenvironments.Thisflexibilityistheresultofkeytechnologyinnovationsthatinclude:Acommonall-in-onearchitectureDedicatedvirtualmachinesHybriddeployments,InteractiveIntelligenceoffersthreeflexibleCaaSdeploymentmodelstochoosefrom.EachmodelisbasedonahardenedInteractiveIntelligencedatacenterandtheCustomerInteractionCenter(CIC).,Auniquehybridoptionthatprovidesasuperiorlevelofpredictabilityaswellassecurityandcontrol.Voiceinfrastructurecomponentssuchasgateways,mediaserversandIPphonestogetherwithcallrecordingsandsensitivecustomerinformationremainon-premiseandconnectviaMPLS(MultiProtocolLabelSwiching)totheCICapplicationserverresidinginahardenedInteractiveIntelligencedatacenter.Thisallowsyouto:,KeepthevoicepathonyourprivatenetworkSecurelystorerecordingsonlocalserversMaintaincustomerdatainlocaldatabasesUtilizeexistingTelcolines(callscontinuetoterminateatyoursite)Easilytransitiontoapremiseenvironment,15-1-3ApplicationCaseorExampleMostmajorbusinessesusecallcenterstointeractwiththeircustomers.Acontactcentre,alsoknownascustomerinteractioncentre,isacentralpointofanyorganizationfromwhichallcustomercontactsaremanaged.Throughcontactcenters,valuableinformationaboutcompanyareroutedtoappropriatepeople,contactstobetrackedanddatatobegathered.Itisgenerallyapartofcompanyscustomerrelationshipmanagement(CRM).,1.ComparedwithtraditionalPBXPremise-basedCallCentreTechnologyHistorically,callcentershavebeenbuiltonPBX(PrivateBranchExchange)equipmentthatisownedandhostedbythecallcentreoperator.ThePBXmightprovidefunctionssuchasAutomaticCallDistribution,InteractiveVoiceResponse,andskills-basedrouting.,Thecallcentreoperatorwouldberesponsibleforthemaintenanceoftheequipmentandnecessarysoftwareupgradesasreleasedbythevendor.Eventually,peoplewouldliketobeinterestedinnotonlythevoiceservice,butalsothedataservice,suchasvideochat,onlineservice,etc.Inthisway,IPCC(IPCallcenter)comeout,belowgraphFigure15-2istheconfigurationoftheIPCC.,2.AdvantageofIPCCIPCCnotonlycoversallthefunctionsoftraditionalPBXcallcenter,atthesametimewhichiscombinedwiththeadvancedInternettechnologyandcommunicationtechnology,suchasthedistributionofseats,onlinevideo,onlinecommunication,textchat,desktopsharing,filetransferandsoon.,IPcallcentersystemsupportPSTNtelephoneaccess,IPrelayaccess,multimediamessaging(MediaCall)access,compatiblewithexistingcommunicationmode,IPrelayaccess,whichcangreatlyreducethecallcost.DifferentprovincesWEBuseragentcallsneedntpayanycallcostsmorebyusingtheinteriorofthesoft-switch.PleaseseebelowapplicationofIPCCasFigure15-3.,IPcallcentersystem,makefulluseoftheadvantageofIPnetwork,completevoiceanddatacommunicationsunified,andintegratedvoice,videoanddatacommunicationstoproduceanewcallcenterbusiness,atthesametime,itseamlesslinkswiththematurecallcentermodule,Internettechnology,VOIPtechnology,thesoftexchangetechnology,networktechnologyanddatabasetechnology,toprovideacompletecustomerservicecentersolution.,Figure15-2IPCCnetworkConfiguration,Figure15-3TheapplicationofIPCC,15-2ReadingMaterial15-2-1ReadingcomprehensionIPCCSolutionfortheLargeEnterpriseWiththerapiddevelopmentofthecommercialeconomy,thecontactcentertransformsfromthetraditionalcustomerservicecentertotheprofitablemarketingcenterandbecomesanessentialpartforimprovingenterprisescorecompetitiveness.Sometelecommunicationsupplier,suchasHuawei,whoselargeenterpriseIPCCsolutionsupportsenterprisestodosowithimprovedoperationalefficiencyandreducedTCOinanall-roundway.,Inthecourseofcontinuallyenhancingcustomersatisfaction,enterprisespayincreasingattentiontofocusingontargetcustomers,tappingthepotentialcustomervalue,andmeetingcustomerrequirements.Toachievetheseobjectives,thecontactcentermustmeetthefollowingrequirements:,AdvancedplatformsupportingsmoothevolutionIntegratedandreliableplatformwithhighperformanceLeanoperationmanagementcapabilitiesthatimproveresourceefficiencyMultimediainteractioncapabilities,includingvideosandWeb,forenhancinguserexperienceIntegrationwiththeapplicationsystemandservicecustomization,TheHuaweiContactCenterSystemprovideshighstability,reliability,scalability,andmaintainability.ThisisbasedonHuaweisunderstandingofthecurrentsituationandevolutionofthetelecommunicationsnetworkanditscomprehensivestrengthinfixed,mobile,andIPnetworks.HuaweihasthousandsofcoreplatformR&Dandtestengineerswhohavetestedtheirproductsunderscoresofextremeenvironments(forexample,super-heavytraffic,temperaturedifference,highhumidity,highsalinity,highalkalinity,andoxygenshortage)toensureworld-classquality.,Thecustomizableservicesincludethreelayerscustomizedservice,customizedroadmap,andcustomizedinnovationsolutions.Morethantenlocalcustomizationdevelopmentcentersworldlyprovidesecondarydevelopmentforcustomersandremotetechnicalsupporttotheintensiveoperationofthecustomerservicesystem.Thecustomizedroadmapandcustomized,innovativesolution:HuaweisMKT,sales,andR&Dmakeanin-depthanalysisofthecustomerrequirementsandcomeupwithacustomizedsolutiontomeetspecificcustomerrequirements.,HuaweiIPCCSolutionsupportsmultimediaaccessmethodssuchasemail,fax,shortmessage,andvideo,plusWeb-basedescortedbrowsing,click-to-dial,andtextchat.Thissolutionprovidescustomerswithmulti-channelservicesinacombinationofvoice,text,andgraphicssothatuserscaninteractwithservicerepresentativesofthecontactcenterthroughthesemedia.Therefore,theinformationinteractionspaceforusersandservicerepresentativesiswidelyexpanded,andtheefficiencyofinformationinteractionisimproved.,Aftertherouteandscriptarepredefined,theIPCCSolutionidentifiescustomerinformationincludingthecustomerlevel,andthenprovidesdifferentaccessrates,IVRprocesses,andservicepersonnelbythecustomerlevel.Inthisway,thesolutionreducescallcostsbyprovidingdiversifiedservices.Basedoncustomerinformation,thesolutionsupportsmulti-roundmarketing,thatis,identifiesandfocusesonhigh-valuecustomersquickly,andthenperformsprecisionmarketing,increasingthemarketingsuccessrateandreducingoperationcosts.,Thesystemprovidesasetofgraphicalmanagementtools.Usingthesetools,maintenancepersonnelcanperformsimplifieddevicemaintenanceandsystemoptimizationoperationsonGUIs,whichfacilitateO&Mandlowersrequirementsformaintenancepersonnel.Therefore,thesetoolsimprovemaintenanceefficiency,andthestabilityandreliabilityofthecontactcenter.Agentstatusesaredisplayedontheagentmapbasedontheactualagentpositionssothatitiseasiertoinspectattendantsservicequalitiesforqualityimprovement.,Words&Expressionsprofitablea.有利的，有益的TCOTotalCostofOwnership总成本efficiencyn.效率，效能customization定制，客制化服务stabilityn.稳定，稳定性scalability可扩展性salinityn.盐性，盐度,alkalinityn.碱浓度，碱性combinationn.结合(体)，团体representativea.(+of)代表的diversifieda.多变化的，各种的facilitatevt.使容易，促进O&M=operationandmaintenance运维escortn.护卫队，护卫,15-2-2ExercisesI.MultipleChoices.1.Whichofthefollowingisthechallengetocarrieraccordingtothepassage?A.Focusingontargetcustomers.B.Tappingthepotentialcustomervalue.C.Meetingcustomerrequirements.D.Makingmoremoney.,2.WhatkindofaccessmodecanHuaweiIPCCsystemsupport?A.Sound.B.Text.C.video.D.graphics.3.HowcanHuaweiIPCCsystemhelpcarrierimprovecustomersatisfaction?A.Givecustomermorediscount.B.Enhancecustomercaredepartmentfacilities.C.Providediversifiedintermofdifferentcustomerlevel.D.Noneoftheabove.,4.Toimprovethemaintenanceefficiency,whatkindtoolscanHuaweicontactcentersystemuse?A.Akindofinnovativesoftware.B.Asetofgraphicalman