4 zhang jinghui-experience show contact center

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Avaya 体验之旅

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4 zhang jinghui-experience show contact center

  1. 1. 联络中心的全新体验 联络中心的全新体Avaya联络中心的全新体验从整体解决方案迈向全景中心从整体解决方案迈 Zhang Jinghui Avaya China Consulting System Engineer Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  2. 2. 四年前,我们开始整体解决方案的努力…经过大浪淘沙的市场竞争,留下的是为数不多的主流厂商整体解决方案带来更完整、更稳定、更有发展的产品组合整体解决方案带来更高的性价比,客户终于不再被“绑架”整体解决方案由一个厂家对系统平台负责,客户变轻松了AVAYA有足够的原厂和合作伙伴的技术能力实施整体解决方案AVAYA整体解决方案全面关注客户的业务支持和运营管理AVAYA整体解决方案是开放性、先进性、可持续发展的代表,获得了市场的充分肯定 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  3. 3. 如今,我们的整体解决方案获得市场肯定 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  4. 4. 技术在改变,不以我们的意志为转移 SIP把联络中心带入了互联网时代 把联络中心带入了互联 中心 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  5. 5. 世界在改变,互联网正在改变我们的传统…Economy & Growth经济与经济与发展 Social Networking 社会网络 Generational 新一代Mobile Environmental 环保Living 移动生活 Virtual Worlds and Communities 虚拟世界和社区 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.5
  6. 6. Avaya Aura Contact Centre Suite Avaya全景中心,真正改变你的客户体验 Self Service Management & 自助服务 Administration 管理 Avaya Flare™ Workforce Optimization User Experience 人力资源优化 用户体验 Avaya Aura CCEnd Customer Customer Service 最终客户 客户服务 Expert Assist Expert 专家援助 Assist Expert 专家援助 Assist 专家援助 Business Applications 业应用 商业应用 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 6
  7. 7. AVAYA全景中心是Aura下面的SIP联络中心应用 Aura-企业级IMS,实现媒体世界的“物物相联”应用层客户交互应用通信应用连接层 Data Center Session Manager Presence Avaya Aura ™ System Manager 3rd Party rd Communication接入层 CS 1000 Avaya one-X® PBX / ACD Manager AVAYA全景中心是真正的SIP架构 基于E-IMS三层通信架构才是SIP的舞台 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  8. 8. SIP时代的Avaya联络中心整体解决方案 Immerse the Agent into the Experience Agent Environment Avaya Aura Agent Desktop Agent Environment Performance Management Performance Management Manage, Learn, &Apply Avaya NGCC Avaya Aura Reporting ReportingPerformance Center Analytics Analytics WFO WFO WFO Assisted Experience Management Avaya Aura Contact Center SMS MMS XMLVoice Video SMS MMS Chat Email XML Bring Full Context to Every Session Orchestrate the Experience Automated Avaya NGCC Experience Experience Portal ManagementIVR Web Chat Email or CS1000 Connect & Open the Enterprise AVAYA下一代的联络中心就是关注体验管理 The Next Generation Is About Experience Management 8 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  9. 9. 全景中心的创新:SIP实现WEB和语音的连接“客户移动连接”的场景1 Eric刚刚购买了一个无线路由器,但是在连接 internet的时 候遇到了问题2 他的妻子建议他使用新的iPhone应用通过互联网获得排除 问题的简易指导3 Eric尝试根据网上的提示解决问题,但他还是需要更多帮 助。 iPhone上的应用允许他通过WEB向一个呼叫中心发 出访问,他选择了一个自助回呼的帮助。4 一个在家值守的呼叫中心坐席收到了Eric的请求,同时也 获得了他在iPhone手机上留下的所有信息(包括位置信 息)。这位呼叫中心坐席打电话给Eric去帮助他解决问题 Proprietary and Confidential ©2009. All rights reserved. © 2010 Avaya Inc. All rights reserved.
  10. 10. 全景中心的创新,实现3G视频应用Customer Connect Mobile 2.5. Builds on 2.0 with anembedded SIP endpoint in the application. AllowsSIP calls over 4G/3G/EDGE and visual dataexchange with seamless dialog handoff between Communication Communicationcontent server and agent Manager Manager Callback GSM/3G GSM/3G SIP Callback Voice Voice Avaya Voice Portal SIP (MPP) SIP Inbound Aura Session Aura Session GSM/3G Manager Manager GSM/3G Bi-directional calls to provide Data Data Firewall dynamic SS experience SIP or Application Server: H.323In 2.5, DD scripts include Multi-modal DD scriptsmulti-modal voice and Users can start with SS using (Customer Connectdata component. SIP app or voice call over SIP and Mobile + Callback)component allows extend with dialog of visualintegration with Aura content. They will still have anNamed and Sequenced option for a callback. Avaya one-X AgentApplications. (SIP or H.323) Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  11. 11. 全景中心的创新-WEB Flash视频Customer clicks on Live Connect to Agent Link. Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 11
  12. 12. Customer Identification Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 12
  13. 13. Quick Multimedia Check Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 13
  14. 14. Microphone and Camera Check Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 14
  15. 15. Please say the following phrase:“TWO SIX NINE THREE” Optional (2 6 9 3) Speaker Verification Via Avaya VoicePortal IVVR Platform Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 15
  16. 16. Customer receives Flash/SIPvideo wait treatment. Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 16
  17. 17. Customer andagent converse. Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 17
  18. 18. Text Chat AgentCustomer Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 18
  19. 19. Application Sharing Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 19
  20. 20. 全景中心的创新-媒体社区服务 社区情景和内部信息联动帮助实现个性化的客户服务 Inbound Contact Enterprise Contact Center Social Media Social Media Automated Contact Managed Gateway Processing Routing Agents & Experts Social Context Internal Context Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  21. 21. Avaya Social Media Manager查找需要的内容I supported CJ’s Charity Walk Weekhttp://www.charity.org #CJ 根据查询内容可以找到成千上万条 内容CJet airlines swings to $161M loss in third quarter –bizjournals.comhttp://bit.ly/2OUCRV 30% 无关CJet voters, dont let a golden opportunity pass us 70% 和企业有关by CJet County Independent Dear reader,are you one who.. http://bit.ly/3qWX2If CJet could just play nice & bump me to a laterflight this would just uncomplicate things. 在有关的70%中,有2%需要给座席No joy on 2 CJet flights. Back through security 处理again to mothership 30,000 无关记录被忽略 总共100,000条 在余下的70,000条中有1,400条 记录应该被处理 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  22. 22. Avaya媒体社区管理举例 CJet航空公司的客户有抱怨情绪 CJet Customer Posts Problem on Facebook WallUsers who “like”CJet page can postto wall Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  23. 23. Avaya媒体社区管理 坐席获得了来自网上媒体社区的信息Standard Agent Skills BasedDesktop and Tools Routing Values (Premium – English)IncomingFacebook PostWork Item User Social Context Details and LocationCustomerHistoryText AnalysisSummary Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  24. 24. Avaya媒体社区管理 获得更多的来自社区的信息 位置服务被广泛应 位置服务被广泛应用 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  25. 25. Avaya媒体社区管理Agent在媒体社区给客户回复 Customer Post Agent Response, stored for tracking Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  26. 26. Avaya媒体社区管理 CJet航空公司的客户有抱怨 Customer PostAgent Responsefrom CJet account Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  27. 27. Social Media Gateway社交媒体网关 Standard Media 体媒准标 Enterprise Contact Center Inbound Contact 企业联络中心 来话联络 Social Media 体媒交社 Avaya Social Managed Media Contact Agents & Gateway Routing Experts Avaya社交 联络路由 可管理式客服 媒体网关 代表和专家 Web Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  28. 28. 基于会议方式的媒体推送与互动Media: Anchor vs. Push Traditional Routing Customer Service Model Collaboration Session Customer Customer Data Multi-Channel Service Self-Service Customer ResourcesRouted to Agent CTI Brought to the Customer Customer Data Recording Self-Service Customer ? Context CustomerRouted to Agent CTI Media Customer Data Anchoring Agent Expert Assist Assist Recording Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 28
  29. 29. 基于会议方式的媒体推送与互动一致的上下文的协助会话 End Customer贯穿联系交互的实时贯穿联系交互的实时 Customer Specific Data Reporting Insights 和交互的SIP会话 和交互的SIP会话 Self-Service 客户交互会话保持在 客户交互会话保持在 一个固定的点 一个固定的点 ? 会话上下文在实时的客户交互在实时的客户交互中相关的上下文传中相关的上下文传 递给数据 递给数据 Expert Assist 一致的会话 基于上下文的来自企 基于上下文的来自企 业外部查询的数据的 业外部查询的数据的 智能客户工作流 智能客户工作流分析和联系记录提供特殊分析和联系记录提供特殊 Agent Assist Host Data Exchange的客户数据到SIP字符串的客户数据到SIP字符串 和激活的呼叫录音 和激活的呼叫录音 Recording Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  30. 30. 从联络路由到任务分配 Contact Routing to Work Assignment ANI ACD DNISCompetitors Skills Other Skills ANI Incremental Steps Not Routing Language DNIS Enough Anymore Match to CC KPI ANI Business Other Skills DNIS Advocate Language Expert Presence Match to CC KPI ANI Unique Model Sets Avaya Work Customer Intent Other Skills DNIS Avaya as Innovator in Assignment the Space Customer History Language Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 30
  31. 31. 真正的体验管理-客户关怀融入企业流程Integrating Customer Care into Enterprise Processes Interaction Is Intelligent, Adaptable & Personalized 用户 高效交互 协作配合 Productive Collaborative Interaction Engagement 统一服务生成 Unified Service Creation Avaya Dialog Designer Avaya Aura Contact Center Web Services Avaya ACE 通信 智能自动化 应用 Infrastructure Protected, Leveraged Intelligent Agility, Enhanced Customer into New Value Automation Service Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 31
  32. 32. 协调管理拨入和拨出的自动客户互动 Orchestrating Outbound and Inbound Automated Customer Interactions Applications 用应 SIP E Mail Event Notification Customer 户客 知通件事 Proactive Customer OutreachCustomer Text Payment Reminder 户客 户客 醒提款付 拨外动主 Customer Voice Product Promotion 户客 Automated Customer Outbound 销促品产 Experience 户客Customer 拨出 Subscription Renewals 订续户用 Management 户客 自动体验管理 Customer 户客 E Mail Product Support 持支品产 Live Agent Customer 户客 SIP (as needed)Customer Text 户客 Corporate Directory 真人客服代表 Customer 录目司公 Voice Portal (根据需要) 户客 Voice 户门音语 Customer 户客 Inbound Ordering and Payments 款付与购订 拨入 Automation of multi-channel inbound & outbound interactions delivered through a common platform to reduce inbound call volumes 通过通用平台自动提供多渠道拨入与拨出互动,以减少来话呼叫数量 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 32
  33. 33. AACC全WEB方式的集中配置管理环境 全 方式的集中配置管理环境Centralised Management and Configuration 所有的应用管理都通过统一的基于 Real Time Reporting – WEB的管理环境完成 Customisable Real Time Displays Historical Reporting – > 120 Pre-defined Reports, 5 Customer Summary Reports and then… Report Creation Wizard to create your own Pre-Packaged Contact Flows – Graphical Flow editor which determines path of every contact in the Context Center. Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  34. 34. Workforce Optimization (WFO) is…人力资源优化(WFO)意味着……The right workforce …with the right skills doing the right things 恰当的员工 …具备恰当的技能 担当恰当的工作 …and doing them really well …工作表现出色 …to achieve corporate objectives. …达成公司目标。 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  35. 35. Avaya AuraTM WFO Drives Customer Experience ManagementAvaya AuraTM WFO 加强客户体验管理Who are they?他们是谁?Why are they calling? 们为何来他们为何来电? 何来电Why do they leave? + 们为何他们为何离开?Do they like the new product?他们喜欢新产品吗?How are our competitors targeting them?我们的竞争对手是如何争夺这些目标客户的? 夺这些目 手是如何争夺这些目标What do they like and dislike about our processes?对于我们的流程,他们有哪些满意和不满意的地方? 于我们的流程, 意和不满意的地方? Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.
  36. 36. Avaya Workforce OptimizationAvaya人力资源优化Improve Operations in the Contact Center and Back office优化联络中心和后台办公室运营 Speech Analytics E-Learning 语音分析 电子教育 Scorecards 计分卡 Avaya Forecasting Coaching And Workforce 在职培训 Scheduling Optimization 预测和计划 Avaya人力资源优化 人力资 人力 Customer Feedback Interaction Mgmt Recording 客户反馈管理 Quality 互动记录 Monitoring 质量监控 © Avaya © 2010 rights reserved. 36 Proprietary and Confidential Inc. 2010. All Avaya Inc. All rights reserved.
  37. 37. Workforce Optimization is a Journey人力资源优化的进阶过程 Customer Feedback & Speech WFM Analytics deliver the Why factor! includes eLearning 基于分析模型的WFO 基于分析模型的 and Strategic Performance 数据 Application Management 语音 分析企业价值-Enterprise Value Manage for Contact 客户 分析 Risk and Centers 传统WFO 传统 反馈 Ensure 执行力 Compliance 自学习 管理 排班 服务质量 管理企业价值 检查监控 Performance Management is key to 录音/存储 回 录音 存储/回 存储 放 getting to the next level 坐席/团队 坐席 团队 责任和义务 客户体验 运营效率 执行力 业务目标的复杂度-Complexity of Objective 业务目标的复杂度 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved. 37
  38. 38. THANK YOU 谢谢 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

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