1、Lucent Technologies Call Centers,朗 讯 科 技 呼 叫 中 心 解 决 方 案,2,$27 Billion Dollar in Assets (270亿美元的资产) US and 35 Countries (美国和35国) 125,000 Employees (12万5千名员工) 26,000+ Patents (26,000多项专利) 1.5 million Customers (150万客户) 8 Million Voice Mail Boxes (800万 个语音信箱) 1.8 Million Systems (180万个系统) 9,000+ Call
2、Centers in 92 countries (在92个国家有9千多个呼叫中心) #1 Market Share in Agent Positions (座席数市场占有率第一),LUCENT Technologies,#1,Center,Call,Network Systems网络系统部 Microelectronics微电子部 Bell Laboratories贝尔实验室 Business Communications Systems商业通讯系统部,LUCENT,AT&T,Market Credentials 市场数据,3,Internet Telephony Gateway Intern
3、et电话网关,Predictive Dialers 可预测到的来话者,Middleware 中间软件,CONVERSANT,CentreVu 呼叫管理系统,DEFINITY ECS,CTI,Agent Desktop 业务代表终端,Multimedia Kiosk 多媒体电话亭,Workforce Management 工作人员管理,Database Integration 数据库集成,完整的呼叫中心,交互式语音应答系统,电脑电话集成,4,DEFINITY ECS Applications Platform 应用平台,RISC Processor RISC处理器 20,000 BHCC,RIS
4、C Processor RISC处理器 100,000 BHCC,G3si 2,400 Stations 500 Agents 400 Trunks,G3r 25,000 Stations 5,200 Agents 4,000 Trunks,处理平台的系列产品,5,ACD软件,Intelligent call routing and processing for optimal customer service and operational efficiency.智能呼叫路由选择和处理可提 供良好的客户服务和较高的工作效率。 Call Vectoring and Prompting 呼叫引导
5、和提示 Expected Wait Time (EWT) 预计等待时间 Expert Agent Selection (EAS) 专家业务代表选择,Call Center Solution Components,Call Center Feature Packages,Automatic Call Distribution Service Observing - Basic/Remote Redirection on No Answer Multiple Call Handling VuStats Integrated Announcement Basic CMS (BCMS) Timed A
6、fter Call Work Call Vectoring Call Prompting Call Work Codes Routing Tables Expert Agent Selection (EAS) Reason Codes,x x x x x x,x x x x x x x x,x x x x x x x x x x x x,x x x x x x x x x x x x x x,Call Center Call Center Call Center Call CenterBasic Plus Delux Elite,FUNCTIONAL PACKAGES*,*Software o
7、ffered in 12, 25, 50, 100, 300, 600, MAX agent sizes,Agent Extension Logical Agent ID VDN/Application,Service Observe On-Site or Remotely By:,揟hank you for calling How may I help you?,Supervisor,揟hank you for calling How may I help you?,Application/Performance Monitoring,Agent,Caller,Redirection on
8、No Answer (RONA),ACD QUEUE,Administrable Ring Thresholds Caller Returned To Special VDN Agent Position Placed In AUX Work Mode Exception Notification From CMS Alert Button on Supervisor Telephone,DEFINITY,RONA Vector,Announcement 2344 Queue to Skill 5 at Top Priority Wait hearing music ETC.,Status o
9、r Performance Agents Splits / Skills Trunk Groups VDNs Status Updates (30 seconds) Individual Measurements Compare to Objective Compare to Group Avg. Threshold Lamping,50 User-defined Templates,Avail = 2 ACD = 12 ACW = 1 AUX = 4,Calls = 23 Talk = 2:37 Grp Avg = 31/2:15,VuStats,Performance Measuremen
10、ts Displays,Logical Agent Assignment,LOGIN ID ext 1234,An Agent抯 Login ID Becomes His / Her Extension Enabling The Agent To Use Any Voice Terminal,Calls To The Agent抯 ID Number Are Routed To The Voice Terminal Where The Agent Is Logged In.An Agent抯 Skill Assignments, Coverage Path, Restrictions, Mes
11、saging Waiting Light And Name Follow The Agent.Calls To An Agent抯 ID May Be Treated As Direct Agent Calls,Expert Agent Selection - Skills-Based Routing,Caller Needs,Agent Skills Knowledge Access Language Interpersonal,MATCH,Matches the needs of the caller to an agent with skills to handle the call,C
12、alls May Be Assigned Skill Preferences by DNIS, Automated Attendant or CTICalls Are Queued To Skill Groups Through Conditional Call RoutingAgents Are Assigned Skill Preferences Based on TrainingAgents Receive Calls for Skills by the Expert Skill Level of the Agent or Greatest Need of the Caller.,EAS
13、 - Assignment of Skills and Preferences to Agents,SKILL,#5,#100,#25,Skill Assignment,Skill Assignment,20 Simultaneous Skill Assignments with 1-16 Preference Handling LevelsLevels Assigned Based on TrainingFirst Assigned, Highest Ranked Skill = 揟op Skill,DEFINITY Call Center Architecture,1. Queue to
14、Skill 01 priority high 2. Wait 20 seconds hearing music 3. Announcement 3005 (揂ll agents are busy.? 4. Wait 20 seconds hearing music 5. Announcement 3007 (揂ll agents still busy? 6. Wait 60 seconds hearing music,S K I L L S,Access,Performance,Resources,Agents,Applications,Trunk GroupDNIS DigitsIntern
15、alVRU PromptCollect Digits,1. Queue to Skill 05 priority high 2. Wait 20 seconds hearing music 3. Announcement 3005 (揂ll agents are busy.? 4. Wait 20 seconds hearing music 5. Announcement 3007 (揂ll agents still busy? 6. Wait 60 seconds hearing music,1. Queue to Skill 05 priority high 2. Wait 20 seco
16、nds hearing music 3. Announcement 3005 (揂ll agents are busy.?,Call Management Options,DEFINITY,TCP/IP,ETHERNET OR TOKEN RING LAN,BCMS,20 SEC ASA,Wallboards,Sun Sparc,CentreVu Supervisor,CentreVu CMS,BCMSVu,System Printer,1,2,3,CentreVu Supervisor,CentreVu Reporting Components,Call Offered Call Handl
17、ed Call Abnd Call Xfer On-Hold Talk-Time Wrap Up,CentreVu Reporting 揤u攕,CentreVu Supervisor Real-Time Reporting,CentreVu CMS Historical Reporting,Standard Report: Agent Summary Report Available in: Interval / Daily / Weekly / and Monthly versions,Conversant Call Center Packages,I n t u i t y,Analog,
18、E1/T1,INTUITY CONVERSANT System,S S P*,SP + companion,or,PCI,PENTIUM*,PCI* ISA,PassageWay Telephony Server,3270 5250 Ethernet TCP/IP Asynch Token Ring,Host:,ASAI over Ethernet TCP/IP,DEFINITY?ECS,Intuity CONVERSANT System Architecture & Connectivity,Network,CALL CENTER APPLICATIONS,INTERACTIVE VOICE
19、 RESP.,VOICE RESPONSE APPLICATIONS,Voice Reponse Applications,Customer Care Assist: Call Center Packaged Applications for the INTUITY Conversant System,Queue & Resource Management,Personal Productivity,Dynamic Customer Self Service announcement managementstandard & dynamic message drop & auto callba
20、ck faxback transaction processing automated information Collection Custom Call Routing,Agent & Supervisor Tools auto service observe customer experience observing agent spontaneous recording agent initiated call trace conference bridging * customer surveys * system monitoring *,Agent Assist,Customer
21、 Assist,Computer Telephone Integration Applications,Call Center Telephony,Computer Telephony Application & Databases,Identify caller & needsDialed numberCaller抯 telephone numberPrompted account or ticket numberPrompted needs options,Route the call as directed,Agent becomes available,Computer Telepho
22、ny Interface (CTI),Agent,Conduct call,Add to customer Records for further segmentation,Receive the call,Communicate action to the call center softwareVector choice,Formulate the screen-popFormatContents,Determine actionSkill, particular agent or teamSelf-service resourceAnnouncementsSpeed of service
23、,Deliver screen-pop for the agent,Look up relevant record(s)who is the customer ?What are their expresses needs ?What are the outstanding issues ?How valuable is the customer ?,Deliver call to agent,LINK-CTI LINK-CTI LINK- CTI LINK-CTI,User / Agent Workstation,CentreVuTM CMS,CMS Printer(s),CTI Serve
24、rs,LAN,CONVERSANT,CTI LINK-CTI LINK-CTI LINK- CTI LINK-CTI LINK-CTI LINK- CTI LINK-CTI LINK-CT,CMS CentreVuTM Supervisor(s),CMS,Screen Pop-up,BCMS Statistics,CTI applications,ApplicationsPriority RoutingPersonalized GreetingPreferred Agent RoutingLast Agent RoutingCoordinated Voice/Data XferCaller D
25、iversionANI Capture on AbandonsIVR TransactionsIVR Opt to AgentPredictive/Preview Dialing,PassageWay Telephony Server Configuration,Agent Desktop,Network,LAN,ASAI,PassageWay CTI Server,Agent Desktop,TCP/IP,Application Server,Middleware,Middleware,Middleware,CTI-enable existing application Leverage existing applications, procedures, staff training Easy way to begin to get CTI benefits Turnkey,Questions ?,
