AVAYA IP Office 中小企业呼叫中心的融合平台汇.ppt

AVAYA IP Office 呼叫中心平台 IP Office 呼叫中心的多媒体呼入 IP Office 主机与 VMPro Server的通信 IP Office 呼叫中心的自动语音引导－VMPro IP Office 呼叫中心的自动语音引导－VMPro IP Office 呼叫中心的自动语音引导 IP Office 呼叫中心的自动语音引导－续 IP Office 呼叫中心的IVR自动语音服务 IP Office 呼叫中心的ACD自动呼叫分配 IP Office 呼叫中心的ACD自动呼叫分配-agent IP Office 呼叫中心的ACD自动呼叫分配-agent IP Office 呼叫中心的ACD自动呼叫分配 IP Office 呼叫中心的座席软电话软件 IP Office - Contact Center Offer IP Office – Call Center IP Office - Compact Business Center (CBC) 入门级的呼叫中心管理 针对寻线组或系统的实时的或历史统计信息 实时显示服务质量及寻线组表现 即插即用 统计报表可以输出至CSV文件，用于日后分析(e.g. Microsoft? Excel) IP Office - Compact Contact Center (CCC) IP Office – Delter Server IP Office – CBC IP Office – CCC体系结构 IP Office – CCC体系结构 IP Office – CCV Call Center View IP Office – Report Manager View IP Office – Report Schedule IP Office – Report Design IP Office: CTI 编程接口 IP Office 呼叫中心的CTI软件编程接口 IP Office 呼叫中心的CTI软件编程接口 CBC offers an entry-level customer service/response information package applicable to ANY business. Real-time reporting on 4 groups (3 departments/target group + entire system) Historic reporting: can cover a maximum of 31-day period Export in CSV format allows the user to analyse/compile data further in the reporting package of their choice (e.g. Microsoft Excel) Typically, there is a return on investment of just a few days! What are we trying to achieve with IP Office CTI: Address the needs of SME customer - that means open standards and easy to use. It is interesting to note that most open standards are not easy to use! IP Office achieves this both by providing very high quality manuals, along with sample code, that means that developers have a high-quality starting point for their applications. CTI comes free with IP Office. We provide all the tools necessary for screen-popping and making a call (which addresses over 90% of customers’ CTI requirements) with the system. For more advanced applications, CTI Link Pro provides full third-party functionality, enabling advanced CTI applications. IP Office places heavy emphasis on op