论文部分内容阅读
随着 CTI 技术的逐渐成熟并且在呼叫中心中得到广泛接受,CTI 已经明显成为一种关键应用技术,部署 CTI 的公司已经充分享受到了它的好处:更短的客户响应时间、更高的工作人员使用效率以及更高的数据按需使用可用性。但是,大多数呼叫中心仍然没有实现Internet 时代应该给予的更大承诺:因为到达呼叫中心的内容已不再仅仅是客户话音。各种新的交互信息类型,例如:电子邮件、传真、网上聊天、网上回呼等在传统呼叫中心的条件下还没有发挥出更大的优势。因此如何管理多种媒体类型、准确报告呼叫中心活动、提取历史记录信息以支持业务决策以及分配呼叫中心资源以实时响应业务需求变化——这就是全面交互管理(TIM)。惠普公司结合客户业务模式的发展和 IT 技术的发展,推出的 HP e@CallCenter 呼叫中心解决方案,就是全面交互管理的理念的具体体现。
As CTI technology matures and is widely accepted in call centers, CTI has clearly become a key application technology, and companies deploying CTI have enjoyed its benefits: shorter customer response times and higher staffing Use efficiency and higher availability of data on demand. However, most call centers still do not fulfill the promise promised by the Internet era: the content that reaches the call center is no longer just the voice of customers. A variety of new types of interactive information such as e-mail, fax, online chat, online call back, etc. have not taken advantage of the traditional call center conditions. So managing multiple media types, accurately reporting call center activity, extracting historical information to support business decisions, and assigning call center resources to respond to changing business needs in real time - that’s Total Interaction Management (TIM). Hewlett-Packard company with the development of business models and the development of IT technology, HP e @ CallCenter call center solution is a comprehensive manifestation of the concept of interactive management.