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中国工商银行多媒体联系中心解决方案培训EnterpriseRoutingSolution闵承忠AdamMin企业咨询服务顾问/eSOON中国区e-mail:adam.min,ItsSimpleinPrinciple,WhatwouldyouaskifyouwereCEO?Whoareyou?Whatdoyouwant?WhatELSEdoyouwant?Whoisavailable?Whatelseisgoingon?Ofcourse,thedetailsaremoreinteresting,Customers,CenterSupervisors,BusinessManagers,DissatisfiedCustomersNocorporatememoryaboutthemWaittimetoolongManytransfersInconsistentserviceacrossmediaLostBusiness,Routing,FrustratedAgentsUnevenworkloadLackcustomerinfoWrongtypeofcallsforskillsLowerProductivityHighAgentTurn-over,HowtoOptimizeResources?NowaytodifferentiatecallersLackreal-timeenterpriseviewManualchangestooslowOnlytelephonydataavailableImproveServicewithLessResource,HowtoImproveBusiness?CustomerretentionTotalcostofoperationRevenueincreasePreparationforthefutureInvestforStrategicGrowth,Atanylevel,enterprise-widefromthenetworkorpremiseMulti-mediaIntegratedwithFrameworkPackagedintotwosolutionsNetworkRoutingSolutionEnterpriseRoutingSolution,UniversalRoutingCapability,Maximizeopportunitybetweentheclientandthecustomerbyplacingtherightcustomerwiththerightagent/resource.EfficientServiceCustomerOrientedCross-sell/Up-sellopportunitiesBalanceloadbetweenagents,groupsand/orlocations,CustomerBenefits:“Getitrightthefirsttime”,Benefits,Market-drivenenhancementsEnsurespecifiedservicelevelagreement(SLA)metricsareachievedReal-timefeedbacktodetermineifbusinessobjectivesarebeingmetGreaterbusinessagilityenabledbyshorterrolloutofstrategychangesNew,intuitiveGUIenablesrapidroutingstrategydevelopmentandchanges,UniversalRoutingServer,MediaIndependentFlexibleRoutingStrategiesCustomerSegmentationDemographics,RevenueHistory,AccountDataDataDirectedRoutingBusiness-drivenRulesUsingDatafromDatabases,EnterpriseSoftware,IVR,StatisticalInformationDynamicAgentTrackingasaVirtualGroupabilitytoqueuetoadditionalgroupsastimeelapses,GenesysEnterpriseT-Server,EvolutionofRouting,BusinessRouting,存取外部客户数据库数据作为呼入分配的依据(v.s传统排队机)实际范例VIP服务依据客户贡献度(如帐单金额)LastAgentHandlingIVR转服务人员前最后动作来预测用户呼入的需求进行Web呼叫前的动作来预测用户呼入的需求,CustomerSatisfactionhighof85%andupwardServicecallsaredown12sec.Salescallsdown30secs.PNCBank,基于数据驱动的路由策略(data-drivenrouting),基于技能路由(skill-basedrouting)基于话务员工作量路由(workloadbalancedrouting),基于话务员技能的路由策略(AgentProfileRouting),“AmajorbenefitoftheGenesyssolutionisthatitallowstheunifiedmanagementofallchannelswithaunifieddatabaseandunifiedrouting.Afurtherbenefitisthatdifferentcontacttypesareabletobesubjecttocustomizedroutingrules.”-Frostonerrorfrompercentageallocation,printouttheerrormessage(usingprintfunction).Comparedwith5.1whenonlyoneerrorhandlingblockisallowedforeachstrategy.,FlexibleErrorProcessing(2of2),Theerrorhandlingobjectenablesprocessingoferrorsfromfunctions/objectsbasedondifferenterrorcodesgenerated.5.1functionsOnErrorandGetLastErrorareretiredinv6,AttributesandBusinessRules,YoucanbuildanystrategieswithoutusingthemWhyusethem?ReusableobjectsSimplifystrategies:compress