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Kontaktné centrá
Riešenia spoločnosti Aliter Technologies
25. júna 2015, Hotel Bôrik, Bratislava
Tomáš Orieščik
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Architektúra riešenia
Referenčné inštalácie kontaktných centier
Activity routing
Rozhrania užívateľa pre telefónny kanál
Rozhrania užívateľa pre chat kanál
Spracovanie multikanálových interakcií
Efektívne hľadanie odpovedí
Reporting
OBSAH
Architektúra riešenia
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Referenčné inštalácie KC
DEUS - Dátové centrum obcí a miest
NASES - Národná agentúra pre sieťové a elektronické služby
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Activity routing
rozhranie pre správu fronty
zoznam aktivít vo fronte
on-line parametre aktivity (čas vo fronte, status)
vlastnosti aktivity (zdroj, trvania v jednotlivých stavoch, priorita)
správa položiek vo fronte (zmena priority, poradia, ...)
prioritizácia položiek
manuálna - interaktívna úprava poradia, parametrov
automatická - podľa konfigurácie a zvolenej politiky
online podľa vstupných parametrov a aktuálneho stavu úrovne
poskytovaných služieb
rozhranie pre správu vytvorených politík
zoznam nakonfigurovaných parametrov ako pravidiel pre
routing, s možnosťou meniť vybrané parametre
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Rozhrania užívateľa pre telefónny kanál
Dashboard supervízora
Zapnutie módu volania
Prijatie hovoru
Ukončenie hovoru
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Dashboard supervízora
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Mód volania
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Vlastný textový live agent chat
Možnosť umiestnenia na ľubovoľnú stránku
Možnosť zaslať celú komunikáciu na email
Možnosť zvoliť tematickú oblasť
Jednoduché routovanie na agentov na základe skill setu
Možnosť viesť viac diskusií súčasne
Možnosť presunúť komunikáciu na iného agenta
Timeout – automatické ukončenie komunikácie
Logovanie do centrálneho log manažmentu
Rozhrania užívateľa pre chat kanál
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Chat
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Vytvorenie požiadavky
Zoznam požiadaviek
Filtrovanie požiadaviek
Zobrazenie detailu požiadavky
Editácia požiadavky
Spracovanie multikanálových interakcií
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Vytvorenie požiadavky
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Zoznam požiadaviek
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Detail požiadaviek
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Editácia požiadavky
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Integrovaná báza znalostí
Interaktívna databáza riešení
Efektívne hľadanie odpovedí
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Integrovaná báza znalostí
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Interaktívna databáza riešení
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Prevádzkový reporting
Manažérský
Operátorský
Historický reporting
KPI
Analytika
Reporting
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Historický reporting
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Prevádzkový reporting
Kontaktné centrá – riešenia spoločnosti Aliter Technologies
Ďakujeme za pozornosť
www.aliter.com

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