創造contact center新價值之道 -...

1

Contact Center

TCCDA

2015429

2015 Contact Center

Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29

2

Call Center

()

()

()

1


3

1.Policy

2. People

4.Platform

3.Process

4P

Contact Center4P


4

1.

2.

3.

4.

5.

Contact Center

Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.

5

C.C.

BP


6

(IVR)

(IVR)

(ACD)

(CTI)

(CAS2.0)

EAI

(CIS2.0)

(CAS2.0)

5~6

9

/(CAS2.0)

(CAS2.0)

(CAS2.0)

(CAS2.0)

(CAS2.0)

(CAS2.0)

(CAS2.0)

IVR: Interactive Voice Response ACD: Automatic Call Distribution CTI: Computer Telephony Integration CAS2.0: Call Center Application System CIS2.0: Call Center Information System


7

IT

APP

ASR,STT, TTS

Cloud&

WFO

KM

SNSSocial Network Site(FB, )

IMInstant

Messaging(Line,WeChat)

i,Pepper

Big-Data


8

IT

PSTN

Internet

PABX

IVR

CTI

Recorder

DB/AP Serer

LIS/EAI

CAS2.0MOD

MODA

eEFE

COMS/COMI

HSDB

WMS

CIS2.0

:1. 2. APP3. 4. FB, Line, WeChat.

Big Data:1.2.3.4.in/out

Mobile Network


9

Contact Center

1.

2.

3.

4.

5.

6.

7.

Coaching


10

Contact Center

WMSWorkforce Management System

1 2 3 4 5 6 7 8

109

11

K

PI

12

1232


11

TCCDA 2015()

1/06

TED

2/10 -

3/6

?

4/7 A

5/12

6/9

1/30

3/13 +

()

4/28 +

5/29

6/12 -

1/20HP

TCCDA

3/27

CloudWFOIM - Contact Center

4/292015


12

7/148/11

9/8

10/13

11/10

12/8

7/31 -

8/14

ORID-

IT 11/6

12/11 -,

9/23~9/25

2015IT

TCCDA 2015()


創造contact center新價值之道 -...

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