电讯运营商外包呼叫中心解决方案

Directory • PSTN gateways • Analog phone support • DSP farms
Infrastructure
IP Network
Clients
IP SoftPhone
组建外包IP呼叫中心
CRM、WFM、呼叫记录、
合作伙伴集成 呼叫中心应用
IVR， Q 点
预拨号等
Branch Office Agents
anywhere
NAM ICM
Phones and IP Infrastructure
Home Office Customer 1
Branch Office Customer ACD apps hosted in the network Call Managers IP PBX Customer 2
PSTN Network
• ICM determines cheapest way to complete the call • Scripting logic determines terminating gateway + carrier • Also provides for requery in case of network failure
议
程
• • • • •
外包呼叫中心(Out-Sourcing)概述 Cisco 外包呼叫中心方案:IPCC 外包呼叫中心的实现模式 外包呼叫中心实施成功的考虑要素 成功案例
外包的几种典型模式
• Hosted IPCC: Large Customers with IPCC • Advanced Services: Small TDM Customers • Shared ICM: Small Customers with IPCC or TDM • Outsourced Seats: Small Customers buying
Web Server provides customer control & reporting
ICM 预路由 Pre-Routing
4
NAM
• • • • • •
Status data sent from ACDs/CM Call arrives in network Network queries ICM ICM matches call to agent ICM responds to network query Call delivered to selected agent
议
程
• • • • •
外包呼叫中心(Out-Sourcing)概述 Cisco 外包呼叫中心方案:IPCC 外包呼叫中心的实现模式 外包呼叫中心实施成功的考虑要素 成功案例
什么是思科IP 呼叫中心？
智能决策模块ICM 基于IP,完全可扩展的体系结构 开放体系结构,第三方集成 话音、Web、电子邮件、 传真和语音信箱 专用和托管环境 能够集成传统ACD
外包IPCC的系统结构
服务供应商
A
ICM CIS IVR E-MAIL
PSTN / WAN/VoIP
A
IP 连接 PSTN 连接 CTI 连接
NAM/ICM 体系结构
ICM C
Shared ICM
何时采用 NAM
• 一个ICM 支持 100 Calls/Second; • 可以采用 Partitioning 或 Skill-group 支持多用户 • 当需要多个ICM 扩展系统时, 需要NAM来控制多个ICM • 选择ICM 或 NAM主要取决于经营模式、容量。
IPCC 模型
CRM、WFM Partners Collaboration 、呼叫记录、预拨号等
Applications Call Processing
Cisco ActiveVoiceICM Voice Mail, UMS Call Manager PSTN
IP IVR, IP AA Intelligent Apps Engine Contact Manager Voice Portal
Cisco 协作解决方案
• 双向的Web页面共享 • 跟随浏览 • Web表单共享 • 白板协作 • 文本聊天 • 一对多和多对多会议 • 在安全电子商务站点上开展协作 • 呼叫方Web页面的屏幕弹出 • 诊断/客户化工具
通过 “帮助”按键进行连接
Cisco 电子邮件管理器
接收发来的信息 进行信息分析 自动回复 发送给回复人 提供信息处理工具 提供排队管理工具 跟踪/存档信息 多平台支持 多媒体客户服务中心解决方案的组成部分
Model 1: Hosted IPCC
SP OSS tools maintain the entire system IP prompting & queuing platform Web-based Reporting, Scripting
Branch Office Agents
anywhere
ICM/NAM功能 ICM/NAM功能
ICM 二层结构
VOIP
NIC
ICM CC
NIC
PSTN
P G
P G
P G
VIDEO SERVER
P G
P G
P G
P G
CALL
MANAGER
IVR
E-FAX ACD PBX T IVR /IP IVR WEB SERVER EMAIL SERVER SERVER
ACD feature set, the IP Network IVR, and IP telephony services Infrastructure is shared by multiple customers Provides contact center functionality to a subscribing organization via an IP connection to the Service Provider’s infrastructure A logical extension of a voice providers service portfolio Multi Benefit center, not cost center
0.0 2000 2001 2002 2003 2004 2005
外包式呼叫中心潜在市场
• 中国已加入WTO, 大量外资企业需要在中国向其客户提 • • •
供服务 随着WTO的进入, 外资与中国企业间的竞争加剧, 更多 中国企业不得已需要提高客户服务质量 运营商可以为企业提供全国范围内的客户服务,省去了 企业为满足全国各地用户服务的要求自己建立内部客 户服务网络 客户需要全国统一的电话接入号码
Customer
ICM
Phones and IP Infrastructure
Home Office
Branch Offic Dedicated ICM Call Managers connect ACD agents Web Server provides customer control & reporting Customer 2
Site Single Site 0 25 50 <500 Number of Agents Hosted IPCC Focus
Why Outsource ?为什么要外包？
-从运百度文库商角度
• • • •
High value service with immediate impact Complements existing service portfolio Attract new customers, reduce churn Transition to more efficient converged IPbased service delivery model • Efficient use of SP’s infrastructure • Establishes foundation to offer other bundled service offerings
Overall Network with Pre-routing
VoIP Network
IPCC
GKTMP NIC Gatekeeper GW
TDM Call Centers
IVR
NAM
TDM Call Centers
SCP GW
IPCC
SSP PSTN Network SSP
Customers calling
6
PG
1 3
PG
5
SCP SCP
Public Network
2
Value: Multi-site integrated contact center routing and reporting
基于网守(H.323 VoIP)的呼叫预路由
ICM GK
PSTN Network
IP Network
V V V V
Why Outsource ?为什么要外包？
-从客户角度
• 集中于核心业务 • 成本效益
灵活的扩充与缩减,不需一次大量投入 降低技术投资,不需自己维护 确保高质量的服务 对雇佣、培训及再培训高质量人员的挑战 运营商提供新的应用和及时技术升级
• • •
外包式呼叫中心市场 Service Provider Opportunity
Dedicated CM
Model 1: Hosted IPCC
Large Customers with IPCC
• Targets: Larger customers with existing IPCC or customers • • •
prefer to use IPCC. Dedicated ICM, dedicated CM and PG at each sites. Dedicated IPIVR or shared Network IVR. Equipments can be own and/or managed by Service Provider or customer. Values: Service Provider’s PSTN or VoIP Network Pre-routing using Agent Status, ANI/DNIS, DB Lookup, etc. Network IVR Multi-site Virtual Contact Center Managed Contact Center Services (central administration, reporting) Remote IPCC agents.
NAM/ICM IP-IVR
呼叫处理
交换 线路连接 中继连接
呼叫控制引擎（CCM， CCS， CEM） 以太网 LAN 交换机
IP 电话 / 软电话 Web /电子邮件客户机
支持话音的路由器或网关
外包呼叫中心方案结构
SP OSS tools maintain the entire system IP prompting & queuing platform Web-based Reporting, Scripting
Annual 40% growth of worldwide hosted contact center services through 2005
-- Ovum
Revenue from Network Based CC Services, $ Billions
4.0 3.0 2.0 1.0
-- Ovum
电讯运营商外包呼叫中心解决方案
议
程
• • • • •
外包呼叫中心(Out-Sourcing)概述 Cisco 外包呼叫中心方案:IPCC 外包呼叫中心的实现模式 外包呼叫中心实施成功的考虑要素 成功案例
什么是外包式呼叫中心
• Service provider hosts the call center infrastructure: the • • • •
Model 2: Advanced Services
Model 2: Advanced Services Small TDM Customers
• Targets: Small customers with telephone lines or low end • • • •
PBXes without ACD. Only requires simple queuing. Shared AS-ICM and Network IVR. Simple queuing on Network IVR. Equipments own and managed by Service Provider. Values: Poor Man’s ACD without any CPE equipment Pre-routing