多媒体客户联络中心解决方案.ppt

HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Security Level:对外公开对外公开Slide title:40-47pt Slide subtitle:26-30ptColor:white Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:A华为多媒体多媒体联络中心解决方案中心解决方案华为技术有限公司HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.联络中心中心发展展趋势Page 2HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.联络中心演中心演进历程程随随时随地随地,高效高效联络！提供卓越服提供卓越服务,提供精确信息提供精确信息!第四代：第四代：多媒体多媒体联络中心中心多种媒体接入渠道支持视频交互能力视频坐席/视频IVR支持虚拟/移动办公支持规模运营能力第三代：基于第三代：基于CTI，排，排队机机+计算算机网机网络,智能呼叫中心智能呼叫中心支持多技能队列支持丰富路由策略支持多种坐席方式自动人工服务有机结合第二代：板卡第二代：板卡+计算机算机简单呼叫中心第一代第一代热线电话第五代：第五代：综合信息中心合信息中心与CRM/Back Office系统深入融合IMS信息业务中心面向体验架构，客户行为即时感知Page 3HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.华为多媒体多媒体联络中心中心发展展历程程推出高集成度机架式推出高集成度机架式IVRIVR设备,单框支持框支持12001200路路推出以推出以软交交换为核心的多媒体核心的多媒体联络中心解决方案中心解决方案智能排智能排队机通机通过立立项，投入开，投入开发1993.07第一台第一台C&C08-QC&C08-Q智能排智能排队机在上海国脉开通机在上海国脉开通1995.08在深圳移在深圳移动开通全国第一个移开通全国第一个移动客服中心客服中心1999.04在广州在广州电信开通全国最大的客信开通全国最大的客户服服务中心，中心，BHCABHCA的的实测值达到达到420K420K1999.12开通超大开通超大规模全省集中客服中心，模全省集中客服中心，树立大容量下立大容量下稳定性品牌特征定性品牌特征2002.11推出推出ICD 3.0ICD 3.0解决方案解决方案2003.062005.032006.10Page 4HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.华为多媒体多媒体联络中心在中国中心在中国Page 5HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.行业网行销部行业网开发部行业网服务部行业网合作部行业网MKTGl 行行销人人员分布分布2828个分支机构个分支机构l 杭研所杭研所专注行注行业需求研需求研发l 3333个个办事事处服服务网网络平台平台华为行行业联络中心中心战略的略的组织保保证行行业联络中心中心PDTPage 6HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.强大的服大的服务支持支持团队客客户满意是意是华为存在的唯一理由，全国存在的唯一理由，全国3131个省会城市和部分二个省会城市和部分二级城市均城市均设有有办事事处进行技行技术支持。支持。Page 7HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.华为多媒体多媒体联络中心特点中心特点Page 8HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.呼叫中心系呼叫中心系统架构架构CTIWeb/Email/SMS etc人工座席人工座席ServiceCreateIVRCCS管理管理外呼控制外呼控制质检PSTN/PLMN/NGNInternet功能支撑功能支撑业务应用用排排队机机PortalWebMEmailM媒体接入媒体接入 媒体适配媒体适配APP ServerManagement销售售电子商子商务增增值服服务业务支持支持.CRM/ERP/OA/网管网管.CTI ServerAudio/FAX/视频 etcSocket/Tuxedo/CICS/SOAP/FTP华为呼叫中心基础平台Page 9HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.多渠道的呼入呼出接入模多渠道的呼入呼出接入模块支持多渠道接入：支持多渠道接入：电话、短信、短信、Email Email、传真、真、WEBWEB、WAPWAP、MMSMMS、视频等；等；支持人工支持人工请求分配求分配话务；话务分配支持分配支持话务员技能分技能分组，支持分群，支持分群服服务；定定义话务员的各种工作状的各种工作状态，并可，并可统计查询；各渠道的接触各渠道的接触记录可方便地可方便地显示、示、查询；以子菜以子菜单项、按、按钮、快捷、快捷键方式提供系方式提供系统接接续功能；功能；功能功能键的排列体的排列体现人性化思想，并减少人性化思想，并减少误操作；操作；能以能以热线号号码做做为主叫号主叫号码进行呼出、并行呼出、并可可录音。音。Wap-push Wap-push smsAgentFaxEmailIVRSMS联络中心服务平台Page 10HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.CCS核心控制服核心控制服务器器IRC智能路由中心智能路由中心SMPP/CMPP接口接口SMPM 服服务器器PSTN/PLMN/NGN/3GWEB ServerWEB 媒体服媒体服务器器ACD语音音 媒体服媒体服务器器SMS/USSD队列状列状态客客户资料料多种媒体多种媒体统一路由一路由Page 11HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.基于客基于客户价价值的技能路由的技能路由v如客如客户打打电话给客服中心做咨客服中心做咨询的情形下，根据客的情形下，根据客户对企企业的持的持续价价值，将客，将客户的呼叫的呼叫分配到熟悉分配到熟悉该类需求的需求的专业级别服服务代表完成，服代表完成，服务代表可以提供更代表可以提供更优服服务，同，同时也可也可以以对该客客户实施即施即时主主动服服务，要求客服中心能，要求客服中心能够支持：支持：基于技能的呼叫路由基于技能的呼叫路由基于客基于客户价价值的呼叫路由的呼叫路由呼叫与数据同步（屏幕呼叫与数据同步（屏幕弹出）出）知知识中心、主中心、主动服服务支持支持综合合业务系系统客户数据库CTI服务器判断客户价值智能路由屏幕弹出座席CSR 工作台排队机Page 12HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.预览呼出呼出 预测呼出呼出 预约呼出呼出 自主呼出自主呼出 混合呼入呼出混合呼入呼出处理理 电子子邮件呼出件呼出 传真呼出真呼出灵活的呼出功能灵活的呼出功能获得国家专利的预测算法专利号：01101859.3智能排智能排队机机外拨服务器PSTN/PLMNPSTN/PLMN/Internet/InternetPage 13HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.Web监控台控台:全方位内容全方位内容监控、多形式异控、多形式异动告警告警随随时随地随地监控：控：可以对当前话务情况，业务代表状态、接通率等状况进行监控，具有“监控台”权限的业务代表可通过IE访问Web监控系统，实时掌握话务情况。异常情况告警异常情况告警：可以对系统接通率、平均通话时长、技能队列、无人上班等异常情况告警，支持屏幕滚动、特定颜色告警、短信通知等方式l忙闲监控 l实时监控 l热点信息情况监控 l来电原因统计监控 l后台工单监控 l技能队列话务监控 l自动台话务监控 l人工台话务监控 l内部求助话务监控 l人工台座席监控 l接通率异常告警 l平均通话时长异常告警l技能队列异常告警l无人上班异常告警 ll告警分级l屏幕滚动l显示特定颜色l短信通知Page 14HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.电信信级呼叫中心接入呼叫中心接入设备支持多媒体接入：Voice,Fax,Web,E-mail,SMS,Video等支持宽窄带一体化组网支持IP座席，PC+Phone座席，PC+Soft Phone座席、PC+IP Phone座席采用电信级设计，具有高可靠性，强大处理能力采用综合的系统安全策略：用户认证，访问控制，数据加密，可审计呼叫接通率:99.999%拨叫方718人向系向系向系向系统发统发起冲起冲起冲起冲击击持持持持续续2 2 2 2个小个小个小个小时时接通率接通率 99.999%99.999%包括功能在内的各项指标均达到或超过设计要求广州广州广州广州电电信客信客信客信客户户服服服服务务中心中心中心中心大大大大话务话务量量量量拨测拨测大话务量下的网络安全是系统重要的特性Page 15HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.双机、双网高可靠性双机、双网高可靠性设计CCSCCSIVRSIVRSDBPROXYDBPROXYDBDBCTI SERVERCTI SERVERCCSCCSIVRSIVRSDBPROXYDBPROXYDBDBCTI SERVERCTI SERVER双机、双网设计，呼叫数据热备份，自动倒换业务控制系统负荷分担，系统自动闭塞故障站点业务切换拥塞控制异常处理核心控制系核心控制系统采用双机采用双机热备数据中心系数据中心系统采用小型机双机采用小型机双机核心核心业务系系统采用采用负荷分担荷分担Page 16HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.开放的开放的业务开开发平台平台VXML、SCE、API智能智能报表系表系统调试工具包工具包模模拟开开发环境境ApApp pAppAppAppAppOpen APIs VXMLVXML业务开开发中心中心API人工人工业务SCE，VXML自助自助业务COM/DCOM集成成熟集成成熟应用用ActiveXWEB应用用DLL更多的更多的应用用扩展展l开放的层次化结构更有利于系统的快速构建l提供模拟开发环境，可在便携机上进行业务开发Page 17HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.开放的开放的CTICTI平台平台广泛的广泛的合作案例合作案例开放的系开放的系统平台，全球范平台，全球范围的合作伙伴的合作伙伴All trademarks identified by the(R),SM,PM are registered trademarks,servicemarks or trademarks respectively.All trademarks are properties of their respective owners.Page 18HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors are an example of how our design colors can be used,please take note that you should only use one design color group per slide.For specific usage details,refer to the“Typesetting Standard”.华为多媒体多媒体联络中心中心产品介品介绍Page 19HUAWEI TECHNOLOGIES CO.,LTD.Huawei Confidential Slide title:32-35pt Color:R153 G0 B0Corporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialSlide text:20-22ptBullets level 2-5:18pt Color:BlackCorporate Font:FrutigerNext LT MediumFont to be used by customers and partners:ArialTop right corner for field-mark,customer or partner logotypes.-The following nine groups of colors