Contact Center Overview cdn.ttgtmedia（呼叫中心概述cdn.ttgtmedia）.pdf

Chapter 1 Contact Center Overview This chapter covers the following subjects: ■ An overview of the Cisco Contact Center ■ An introduction to the benefits and features offered by the Cisco Contact Center ■ An understanding of the different products within the Contact Center suite A call or contact center is often thought of as a centralized office or building with the sole focus on handling customer queries, usually with a high volume of calls typically over the telephone. The nature of inbound queries varies greatly depending on the type of business operat- ing the contact center, but usually the calls provide product support or information inquiries to the business’s customers. Many organizations of various sizes have their own contact center, with the number of agents ranging from a handful to several thousand employees. Some of the organizations that do not have their own contact center or require additional capacity outsource their contact center needs to a third party. This third party handles customer calls as if it were part of the original company. Most major organizations use contact centers to interact with their customers. In addition to handling inbound calls, many contact centers offer their customers a wide range of options for contacting them. Email, web collaboration, instant messaging (IM), fax, and video chat are all gaining popularity as the acceptance of residential broadband connectiv- ity with higher connection speeds and bandwidth availability becomes more widespread. In addition to inbound contact, some contact centers also perform outbound calling. For example, telemarketing operations call existing and prospective clients to offer new prod- ucts and services. Technologies such as Short Message Service (SMS) text messaging have also prov