ERS培训内容_New.ppt

中国工商银行多媒体联系中心解决方案培训 Enterprise Routing Solution 闵承忠 Adam Min企业咨询服务 顾问/eSOON 中国区e-mail:adam.min@ It’s Simple in Principle What would you ask if you were CEO? Who are you? What do you want? What ELSE do you want? Who is available? What else is going on? Of course, the details are more interesting… At any level, enterprise-wide from the network or premise Multi-media Integrated with Framework Packaged into two solutions Network Routing Solution Enterprise Routing Solution Maximize opportunity between the client and the customer by placing the right customer with the right agent/resource. Efficient Service Customer Oriented Cross-sell / Up-sell opportunities Balance load between agents, groups and/or locations Benefits Market-driven enhancements Ensure specified service level agreement (SLA) metrics are achieved Real-time feedback to determine if business objectives are being met Greater business agility enabled by shorter rollout of strategy changes New, intuitive GUI enables rapid routing strategy development and changes Evolution of Routing 基于数据驱动的路由策略(data-driven routing) 基于话务员技能的路由策略(Agent Profile Routing) 统一的多媒体智能路由(Multimedia Routing) “A major benefit of the Genesys solution is that it allows the unified management of all channels with a unified database and unified routing. A further benefit is that different contact types are able to be subject to customized routing rules.” - Frost Sullivan 有效混合处理呼入/呼出路由需求 服务水平路由策略（service level routing） 基于排班表的预测路由 (Predictive Routing) 支持多址虚拟呼叫中心(Multi-site Call Center) 图形化路由设计工具－IR Designer 实时信息反馈 – 便于动态调整路由策略 路由策略的应用步骤 在CME中相应的交换机上添加路由点（Routing Point） 用IR Designer 设计路由策略 通过IR Designer在相应的路由点上加载路由策略 路由策略立刻生效 路由解析的高可靠度与负载均衡（1） 路由解析的高可靠度与负载均衡（2） 路由处理过程描述 ERS 特点总结 图形化界面，使用及其方便 组件丰富，功能强大 可以实时监测运行状况 路由策略即时生效 系统运行稳定 Genesys Universal Router UR (Universal Router) allows extremely flexible routing decisions for all interactions UR allows enterprises to execute skills-based strategies and much more: UR uses the