CallCenterFoundation呼叫中心-精选（公开课件）.pptVIP

Call Center Foundation Training Objectives Upon completing this training, you are expected to be able to: Know the Call Center system Know the CTI Structure know the Telecom Call Center Business Process Terms in Call Center System Terms Terms(continue)….. Call Center Architecture Call Center Summary 客户服务中心（Call Center）系统主要是由PBX交换机、计算机电话集成CTI系统、IVR交互式语音系统、应用数据库服务器、人工座席系统等硬件设备和客户关系管理软件组成。它以电话服务为主要服务方式、结合计算机信息系统的资料数据，为客户提供全方位的服务，包括信息查询、信息咨询、业务受理、投诉和建议、申告预约、市场调查、市场营销等功能。它将企业内分属各职能部门为客户提供的服务，集中在一个统一的对外联系“窗口”。 Purpose for Call Center Call Center Structure Type System Component PBX(ACD) 自动语音交互应答设备 (IVR) 计算机电话集成 CTI VRS 人工座席 System Component(continue….) CTI Product CTI MiddleWare CTI middleware Architecture About Siebel CTI About Siebel CTI (Continue……) Communications Toolbar CTI Configuration Process Flow CTI Configuration Step 1,2 CTI Configuration Step 3,4,5,6,7,10 CTI Configuration Step 7 CTI Configuration Step 8,9 CTI Configuration Step 9 CTI Configuration Step 10 CTI Configuration Reference CTI Driver Event CTI Driver Event(continue)….. CTI Driver Event Data CTI Driver Event Data (continue)…… Direction of Call Center Call Center in the Telecom Telecom CRM Business Telecom CRM Business Telecom Business Model Telecom Call Center Function Telecom Call Center Function(continue)…… Genesys Multichannel Genesys solution case Genesys Advantage Call Type in the Call Center Some Moudle in Siebel Call Center Contacts Contacts (continue…) Service Request Activities Service Request Activities (continue….) Campaign SmartScript Apply for Campaign SmartScript Apply for Campaign SmartScript (continue….) Knowledge Base Management Knowledge Base Management Appendix Call Center Foundation Q A AgentReady, AgentNotReady Agent state set to Ready(NotReady ). Answer Inbound call answered Released Call released. Ringing Incoming call ringing. Retrieved Original call was retrieved. Established Outgoing call answered. Transferred Call was transferr