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Avaya Collaborative Contact Center Avaya 协作联络中心

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Page 1: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

Avaya Collaborative Contact Center Avaya 协作联络中心

Page 2: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

© 2012 Avaya. All rights reserved. 2

建设与运营联络中心考虑的因素

支撑体系 产品

主力消费、服务人群

年龄

文化背景

财富

通信习惯

标准型产品

- 如酒店 、 机票

- 车险

复杂型产品

- 电脑

- 汽车

顾问型产品

- 寿险

- 理财

客户群

坐席

- 地域

- 年龄

- 文化

后援专家

- 工作方式

- 通信方式

流程

- 知识库

- 业务集成

Page 3: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

沟通方式的改变对联络中心的影响

Smart Phone

智能电话

Mobile Phone

移动电话

Fixed Line Phone

有线电话

联络中心必须更好的利用客户手中的智能电话

虚拟银行 移动理财工具

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新的沟通方式在不断涌现

企业

社交网站

智能终端

?

客户

虚拟时空

Page 5: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

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我们的全新定位

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6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

端到端企业协作解决方案

Enterprise 企业

Suppliers Customers

DEVELOMENT 开发

SUPPLY CHAIN 供应链

用户 供应商

内部协作 外部协作 外部协作

社会化媒体

Page 7: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya 协作联络中心定义

基于高可靠的通信架构

- SIP / H.323 以及TDM 无缝整合

提供端到端联络中心应用

- 客户体验/坐席资源分配/质量分析与监控/运营管理

互联网渠道整合 – Web / Video / Mobile / Social

建立联络中心与企业运营的一体化协作体系

高度灵活,全面支持虚拟化云部署

开放平台, 支持多元第三方创新应用

以创造非凡客户体验为核心的

集成多渠道,多媒体的新一代联络中心

并通过高可靠性的通信架构

建立联络中心与企业运营的一体化协作体系。

其开放体系架构支持联络中心的业务多元化和第三方创新应用的集成。

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8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya 协作联络中心的架构与客户价值

高效通信架构

- 端到端 SIP

- 大容量,可靠

- 联络中心与

办公无缝集成

智能资源分配

- 智能排队

- 多媒体处理

- 座席 / 专家联动

多媒体用户体验

- IVR 语音

- 社交媒体

- 移动 App 集成

- 主动联络

Experience Portal Social Media Mgr.

坐席管理 统一通信

SBC SIP Server 语音服务 媒体处理

Experience Manager Presence Server, AAC

SIP

中继

Sipear Session

Manager

Comm.

Manager

G450

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9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

客户体验持续优化

Jay Roberts

The expensive new Onyx guitar that I bought at Midwest just last week is

already warped!

May 6 at 10:32am Like Comment

Midwest Hey Jay, we’re sorry we hit a low note with you. We’d like to help, please

click http://bit.ly/iMRgWZ to connect with us live. Thank you!

May 6 at 10:33am 2 people

可视化自助服务 社交媒体

Web 与视频 AVAYALIVE ENGAGE

CONFIDENTIAL

虚拟体验

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多媒体用户体验:可视化自助服务

快速选择,无需等待

多重语音提示

账户信息直观显示

无需担心语音质量

忙闲状态可视化

无需盲目等待

手机上操作与坐席代表信息完全同步,无需重复

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客户信息同步传递给座席 - Warm-Hand off

基本信息

附加信息 - 如照片附件

客户体验信息 – 位置,客户在手机上的请求等

Page 12: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

多媒体用户体验:互联网多媒体支持

Avaya

协作联络中心

移动 Web 视频 社交媒体与微博

Web 视频坐席 微博集成工具

Page 13: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

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多媒体用户体验:客户关怀(主动联络)

• 多渠道自动主动外呼

• 自动通知

• 呼叫检测分类

• 灵活的任务管理工具

联系策略 联系人管理 集成的管理

主动联络活动管理

Voice

语音渠道

Avaya 体验门户

主动联络活动报表统计

SMS

短消息渠道

email

电子邮件渠道

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14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

多媒体用户体验:动态多中心负载分配 联络中心部署趋势: 分布式向多中心式过度

- 服务质量保证

- 集成多产品支持和营销

挑战:

- 客户访问在多中心间的平衡(SLA 保证)

Avaya 多中心智能路由(ICR)

分中心1 分中心2 分中心3

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智能资源分配:智能协同会话

资源传递给客户

? 客户上下文

录音

座席协助

客户

多渠道服务

自助服务

专家协助

媒体中心

15

独创媒体中心架构

- 统一管理系统资源及会话

- 突破传统CTI路由规则的限制

坐席/客户会话集中处理

– 会话转接中客户数据零丢失

– 记录放弃的会话,并创建外拨任务分配给

空闲座席进行回访

强大的多媒体支持

- 轻松实现多媒体和语音的监听和强插

– 座席可以处理多达5个多媒体交互

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16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

智能资源分配:通过统一通信进行后援支撑

试例:

- 客户填写在线贷款申请

- 客户拨入联络中心

- 客户和客服代表交谈,希望能够协

助加快贷款过程

- 客服代表利用在线状态查找到空闲

的贷款顾问

- 发起一个协作性语音、视频会话

- 贷款顾问查看共享文档,并预先批

准贷款

Avaya 统一通信技术

- 集成SIP架构

- Presence Server

- One-X 客户端

- Flare experience

贷款顾问

在线状态与语音

视频

文档

网页

即时消息

坐席

客户

网上表格

开放

队列

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高效通信架构 - SIP 通信平台:Avaya Aura

端到端 SIP 通信平台

- SBC / SIP Server / Application Server / SIP Phone 紧密集成

大容量及可靠性

- 支持多达十个中心,80000 SIP 中继,25万用户

- 已有多个全球大型部署

- 媒体服务全硬件处理

云和虚拟化部署

- 全面支持Vmware( 2012 年底)

应用集成

- Application Server 通过SIP 无缝集成

Session Manager Communication

Manager Presence SBC System Manager

Page 18: Avaya Collaborative Contact Center Avaya 协作联络中心Avaya one Touch Video Avaya click to call Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

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质量分析与监控:WFO

信息记录 录音/录屏

质量监控 分析和报表

优化运营 排版管理

提高与改进 绩效管理与培训

步骤 系统模块

全覆盖,精准的质量监控: 语音分析技术

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运营管理:智能报表IQ

独有的基于客户体验的报表呈现

起始时间

持续时间

访问类型

IVR 入口

求助类型

处理

坐席员

传统的以坐席为中心的报表

坐席列表

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创新服务 – 移动营销 移动销售代表

- 内置标准产品资料

- 一键到达支持中心

- 实时交易处理

- 在线专家咨询

支持中心

专家, Avaya Flare

Avaya one Touch Video

Avaya click to call

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创新服务 – 虚拟柜员

虚拟柜台

私有云网络 虚拟柜员中心

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23 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

回顾:新一代联络中心面临的挑战

客户:

- 如何准确定位主力客户群体

- 如何建立适应客户沟通方式的联络中心接入方式

产品:

- 如何集成更多的产品进入联络中心服务与销售体系

支撑体系:

- 如何建立一线座席与二线专家的沟通体系

业务与运营挑战

接入及设备成本:

- SIP 接入会节省大量的接入硬件成本

多中心负载平衡

- 如何平衡多个中心的座席工作量

如何支持远程座席

如何搭建座席与专家团队的通信构架

技术架构挑战

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