呼叫中心外呼系统.docVIP

呼叫中心外呼营销系统的设计与实现 摘要 在竞争日益激烈的情况下,企业的营销手段必须根据“以客户为中心”的原则进行多样化,才能最大限度的挖掘潜在客户,实现利润的最大化。电话营销由于可以突破地域的限制与客户进行直接的沟通,所以在诸多营销手段里脱颖而出。随着综合了传统语音和传真、视频、邮件、短信功能的多媒体呼叫中心技术的发展,其与客户关系管理系统CRM共同打造了一个呼叫中心外呼营销系统平台,致力于挖掘潜在客户,提高用户体验与满意度,提高客户忠诚度,人力资源合理配置,使企业销售效率提高,增加企业利润与竞争力。 本文主要研究了呼叫中心外呼营销系统的设计与实现过程,介绍了作者在这篇文章中的研究工作。围绕呼叫中心外呼营销系统,阐述了呼叫屮心的发展概况和关键技术,从运营、企业管理和坐席三个层面上分析了呼叫屮心外呼营销系统的需求分析和设计思想。本文在涵盖了一个呼叫中心外呼营销系统所包含的所有功能点的同时,围绕呼叫中心外呼营销CRM管理系统,对外呼业务流程和客户资料管理这两个外呼营销管理的核心模块进行了详细的设计和实现工作,包括业务流程开发,工单和客户资料字段定制等内容的幵发实现。 整个系统基于呼叫中心外呼平台和J2EE架构,经过反复设计和优化,在可用性、安全性、可扩展性等方面达到了商用标准。 关键词: 呼叫中心 外呼业务 电话营销 J2EE CRM THE DESIGN AND IMPLEMENTATION OF CALL CENTER OUTBOUND TELEMARKETING SYSTEM ABSTRACT With the increasing of competitive among companies, the way of marketing must be conducted according to the principle of customer-centric. Because of the advantage of unlimited geographical restrictions for direct communication, telemarketing comes to the fore in the many marketing tools. The call center which merges traditional voice,fax, video, e-mail and text messaging is developing well, it can work together with CRM(customer relationship management) for a call center platform of telemarketing system. This platform is dedicated to tap potential customers, improving users experience and satisfaction,increasing customer loyalty, making corporate sales efficiency, increasing corporate profits and competitiveness. This paper focuses on the process of design and implementation for outbound call center telemarketing system. Based on outbound telemarketing system, a brief introduction of call center and key technologies is given. Then the requirements of outbound call center telemarketing system and design ideas from the three levels of operations,business management, and agent are analyzed. This paper includes the necessary functions of an outbound call center telemarketing system. At the same time, in the paper design the detail of business processes and customer information mana