T217(科胜通软件 李威扬.pdfVIP

联络中心利用UC为企业创造商业价值 Aspect 李威扬 1 Aspect is the Largest and Most Experienced Company Focused Solely on the Contact Center Aspect 全球最大、经验最丰富、最专注的联络中心提供商 § Three+ decades of unparalleled insight built into our unified products and services 30年的技 术铸造一体化产品和专业服务 § Thousands of dedicated contact center experts数千联络中 心专家 § Behind 1,000,000+ agents at 5,000+ customer sites managing 125,000,000+ daily interactions 5000+企业客户 一百万座席每天处理1.25亿电话 量 2008 Aspect Software, Inc. All rights reserved. Timeline 30 Years of Innovation 30年的演变 1973 1983 2000 2007 FIRST ACD FIRST CTI PERFORMANCE SIP 第一台排队机 IMPLEMENTATION OPTIMIZATION INTEROPERABILITY Automated 第一个CTI实施 绩效优化 SIP 互操作性 customer service Integrated data and Integrated W FM First Guaranteed and incoming sales telephony and KPIs and Public SIP 自动客户服务与电 将数据与电话集成 将排班与KPI结合 Interoperability Policy 话销售 安全与公开SIP互操作政 策 1980 1981 1996 2005 FIRST WFM FIRST DIALER FIRST VIRTUAL FORMATION OF OUTBOUND 第一套排班 第一台拨号器 第一台虚拟外拨 THE LARGEST Agent forecasting Automated Business Continuity COMPANY 100% and scheduling collections and 保证业务持续性 FOCUSED ON 座席员预测与排班 telemarketing FIRST UNIFIED CONTACT 自动催收与电话营 ARCHITECTURE