摘要
随着网络技术的飞速发展,人们沟通和共享信息的方式发生了革命性的变化。呼叫中心也有新的发展趋势,在激烈的竞争中,简单的电话支持已远远不能满足要求,现在的客户希望能够从Web协作、文本聊天或视频交流等方式中进行自由选择。IP呼叫中心突破原有呼叫中心的概念,将企业的语音、视频、数据,以至商业过程整合到同一系统中,支持多个联络渠道。由于多数功能都是借助开放标准开发的,因此,不但可以无缝地添加到结构开放、基于IP的联络中心,还可以用集成方式管理,使客户在所有交互渠道上获得一致的体验,满足客户的需要。这对于信息社会的工作方式有着非常重要的意义。
论文研究的是如何构建一个基于IP技术的呼叫中心系统,使IP网络与电话网络合二为一,实现一体化的语音服务平台。论文在分析阐述IP通信相关技术及其协议标准的基础上,采用Cisco统一通信的IPCC方案,新的Cisco IP电话技术和呼叫中心解决方案,提供了一个完整的并且是得到验证的IP呼叫中心解决方案。该方案结合统一通信的优势,改变了传统呼叫中心的通信方式,进一步与客户保持协同,为客户提供最佳的服务体验。
With the rapid development of network technology, the manner of people's communication and sharing information has changed revolutionary. Call Center has also experienced a new development. In the fierce competition, simple telephone support is far from meeting requirements, now customers want to choose from the Web collaboration、text chat or video exchanges in a free way. IP call center has breakthrough the original call center's concept, integrated the enterprise voice、video、data and business process to the same system, which can support multiple channels. Since most features have developed with open standards, therefore, there can be not only seamlessly added to the open structure and IP-based contact center, but also use the integrated management so that customers access to the same experience in all interactive channels, satisfying their needs. This is very important to the working methods of the information society.
This paper is on how to build an IP-based call center system, combining IP networks and telephone networks, to realize the integration of voice services platform. The paper has analysised on the IP communications technology and standard agreement on the basis of adopting Cisco unified communications' IPCC program, the new Cisco IP telephony and contact center solutions, has provided a complete and proven IP Call Center solutions. The program has combined the advantages of unified communications, changed means of communications of traditional call center, and further coordinated with customers, provided the best service experience.
引文
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