Evolution of IP Contact Center CRM的IP联系中心与CRM的演进.ppt

Evolution of IP Contact Center CRM的IP联系中心与CRM的演进.ppt

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Evolution of IP Contact Center CRM的IP联系中心与CRM的演进

SEP583 Evolution of IPCC CRM IT in Contact Center Industry Evolution of IP Contact Center CRM Introduction ??? ??? ???? ??? ???? ?? VoIP ?? ??? ?? ??? ? IPCC ?? ???? ?? ??? ? IPCC ???? ?? ?? SWOT ??? ?? ??? ??? ???? ?? ? ???? ?????? ???? ???? ?? ?? ?? ? ?? ??? ???? ?? ???? ??? ?? ?????. Contents Part I Call Center ? ? Call Center? ???? Call Center ? ?? IPCC Technologies VoIP vs. IP Telephony H.323 vs. SIP IP Contact Center ?? ?? ?? IP Call Manager IP IVR IP Recording VOIP vs. IP Telephony H.323 vs. SIP VOIP Protocol : H.323 VOIP Protocol : SIP IP Contact Center Contact Center ?????? IP Call Manager : ICM IVR? ?? : IP-IVR IP Call Recording IPCC Architecture Layers Definitions Outsourcing ( Offshore / Small Size ) Screen Popping ( Popup ) Inbound / Outbound Web Channels Escorted Browsing ( Web Collaboration ) Part II Global Market Size ?? ??? ???? ?? ??? ??? ???? IP PBX Market Market Share ??? ?? ??? ?? 15XX ?????? ???? ? ?? ?? Issue Case Study #1 ???? IPCC ??? Virtual Call Center ?? Case Study Case Study Case Study #2 Return on Investment Why What Part III IPCC SWOT Analysis IPCC SWOT Analysis IPCC SWOT Analysis SO Strategy IPCC ??? e-CRM ?? WO Strategy Virtual Contact Center Virtual Contact Center Summary References North American IP Contact Center Market – Frost Sullivan , 2002 Call Center Growth Technologies , Business Insights ?? ??? ???? – ????????? ???????? ?????? – ????? ???? , ???? IPCC ???? IPCC ?? ???? – ??? ???? ??? IT ? ?? ?? – ??? , ?????? IP ???? ? ???? CTI VoIP ?? ??? ? ???? ?? ?? – ??? ??? ??? IP ???? ???? – ???? ?? ??? ?? Overflow Calls ?? Overflow Calls ????? Call Routing ?? BHCA (Busy Hour Call Attempts) AHT (Average Handle Time) AWT (Average Working Time) Service Level Agent Call/ Day IVR Call / Day IVR call at Same Time 6500 3? 24? ?? 20?? 96% 105 60,000 ??1280 ?? 2000 3? 30? 30? ?? 80 ~ 90 10,000 ?? ?? ???? IPCC ??? : ?? ?? ?? ( ?? ??? ?? ) ?? ??? ?? ?? ?

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