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All In One Call Center Solution

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Title: All In One Call Center Solution Author: Leif Last modified by: Leif Created Date: 8/22/2002 8:22:41 AM Document presentation format: – PowerPoint PPT presentation

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Title: All In One Call Center Solution


1
?????PABX???????1??????????PABX,?????????????,???
??????????????,????????????,?????????????????
PBX
??????
??????
????
??
??
SMS??
CTI Server IVR/ACD/DRS
CRM??????
2
???????
???????
??????
Agent
Agent
Agent
SMS??
3
?????PABX???????2
301
302
303
PBX
????
??????
???????
??????
Agent
Agent
Call Center
CRM?? ?????
LAN
4
??????? IVR/ACD
PSTN
Agent
Agent
Agent
?????(CRM?WEB?)
?????
SITA????
LODON DATA CENTER
SITA????
SITA????
SITA????
5
?????????PABX??,????AA????????,????????????,?????
???????????
PBX
????
???? ?? VOIP
??????
6
???????????
?? ????
??????
??
????
??????
Internet
??
??
????
???IE?? ???? ???? ????
7
USB MINI????
??????
??
??
USB???
??????? ??????
????
SMS??
8
?????????????CTI???,1. ???????,
????????????2. ???????,??????,??????3. ?????,
????????????????,?????????,?????,????
???? VOIP/PSTN/??
CTI???
????
??? ??
??? ??
SMS??
9
Quick DRS??????
PABX
PSTN
?? ????
Quick DRS
10
?????IVR??
???
?????????1,??????9,
??????
9
1
???10?????
??????
????
??????
???? ??????
????
??????
??
????
??
11
?????????
????????
??
??
??????
??
??
??
??
????????
12
??????
????xx??,?????,????0
?????
??? -?????? 0-??
?????
??????
?????
Y
????
????
???

N
N
??????
0
??????
????
????
????
13
????????
???
1,??????
1,??
2,???
??????
3,??
4,??
??(max 3)
0,??
2,??????
1,??
???
??????
2,???
??
3,??
0,??
????
3,????
1,????
2,???????
3,??????
0,??
9,??????? (?????)
14
????
????IP??????
PSTN
Hub/Switch
E11
IP-Phone
????IP??
??????
Hub/Switch
VoIP Server
E11
????? TeleContact Server
Hub/Switch
IP-Phone
??????
?????
????IP??
15
??????????????????????????????????????????????
CTI??? ????,????,????
CENTREX ????
16
????CENTREX??? ??????
? ? ? ? WAC ? ? ? ?
??????
???? ???1
???? ???2
TeleContact ???????
??
CRM??????
DRS?????
17
??????????????????????????????
??????
????
????
???
18
??????????
??????
??????
?? ??
????
???
WEB???
Internet
????
?????
??????
19
?????????
??????
?????????? ???
?????????? ???
TELESynergy PCX CM ?????
20
Outbound????
  • ?????(??????)
  • ????????(??????????)
  • ??????
  • ????(????)

????(??????)
  • ?????????
  • ???????????????????
  • ????????????(????????)
  • ??????????????
  • ??????
  • ??????(??????)
  • ???????(?????????)
  • ??????????(???/??????????,????????/?????????)
  • ??????????????

21
Components
IVR
CRM
PBX
????
ACD
????
??
22
????????????
96296????
96296????
??????
96296????
TeleSynergy CTI??
??????
Agent
Agent
??E1??
LAN
??????
??????
23
????????????
?????IVR??
???
??????
????
????
??????
??????
??????
??????
IVR????
??????
??????
24
CENTREX?????
???? ????
??,????? ??????
???????
?? 1.????? 2.???????
??,??????, ?????????? ???,?????XX ?-XX?,?????? ???
?
???? ??,? ???? ??
????????
???????? ??,???(?? ??) ------------------------ ?
???
??????? ???????, ???,???? -----------------------
- ????
??,??????, ????XX?-XX?? XX????,???? ???????
??
????
????
??
25
??????
???? ????
??
???? ????
???????
??
?? 1.???? 2.??????
??,??????? ??????,??? ??XX?-XX?,?? ?????????
???? ??,? ???? ??
?????? ??,???(? ???)
??????? ???????? ?,???
??
??,????XX? -XX??XX????, ????????? ??
????
????
??
26
?????????
?????
??????
?? ????
VOIP??
???
??
Internet
??
??
???
????
VOIP?? IP???
27
????????????
?? ????
??????
??? ????
??????
????????
Internet
28
????????
???? ????
??????
??????
?????
????
29
Quick Marketing 2.0
?????? ?????????
??????
?? ???
?? ??
???????
?? ???
??????
?? ??
???????? ?????
?? ??
30
??????????
????
??????
??
????????
??
??????????
????/??
?????? ???????
31
????????,???????
PSTN
????
E1??
????
Quick CALL ??
?????
E1??
?????
????
32
4S?IVR??
???
?????????1,????????2,??????3,??????4
??????
1
2?3?4
N
??? ???
??? ???
N
???? ????
Y
???? ??
Y
????,????
????,?????????
??????
33
????????????,???????????? QuickCall???PBX?VM?? ???
????????????
???? LAN?VPN??
????/?????
301
302
303
PBX
E1/PRI??
VM?? ???????
Agent
Agent
Call Center
CRM?? ?????
LAN
34
????????????,????????????? ???????????,??QuickCall
??????? QuickCall???PBX?VM??,?????????????DID?? Qu
ickCall???????????????
???? LAN?VPN??
????/?????
301
302
303
PBX
??????
VM?? ???????
Agent
Agent
Call Center
CRM?? ?????
LAN
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