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随着信息化技术以及烟草行业的不断发展进步,烟草呼叫中心的业务模式发生了一系列的变化,从最初的以县公司为主体,采用板卡服务器分散办公进行的订单采集,到通过AVAYA交换机,开放800免费服务电话实现的订单集中采集,再到机器自动预拨,在外拨成功后转入坐席的呼叫模式,通过整合、改造与完善实现了由分散到集中,由简单模式到复杂模式的安全稳定并集人工语音为一体的呼叫中心应用系统。而在近年网上订货业务的开展过程中,零售终端的现状严重影响着网上订货所占比例的提高,基于以上原因,自助语音订货系统的建设需求应运而生。通过对烟草订单采集以及呼叫模式的现状分析,提出在现有语音通信平台上扩建呼叫中心自助语音订货系统,以实现自助语音订单采集。
With the continuous development and progress of information technology and tobacco industry, the business model of tobacco call center has undergone a series of changes. From the initial order-taking of county-based companies to decentralized office with card server to AVAYA switchboard , Open 800 free service calls to achieve centralized collection of orders, and then to the machine automatically pre-dial, after dial-out success into the seat of the call mode, through the integration, transformation and improvement achieved by the decentralized to centralized, from simple mode to complex mode Security and stability and artificial voice as one of the call center application system. In recent years, the development of online ordering business, the retail status of the terminal seriously affect the online ordering of the proportion of increase, based on the above reasons, self-service voice order system construction needs arise. Through the analysis of the present situation of tobacco order collection and call mode, it is proposed to expand the call center self-service voice ordering system on the existing voice communication platform to achieve self-service voice order collection.