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在电子商务时代,企业的业务可以延伸到每部电脑或电话上,而呼叫中心作为企业与用户互动交流的平台,恰可成为这种业务延伸的最佳载体。此外,呼叫中心与 CRM、电子商务的结合使企业能够基于呼叫中心提供多种多样的增值业务,使其从服务中心最终转化为企业的利润中心。在美国,呼叫中心已形成44亿美元的行业价值,并以每年20%的速度增长。在全球,由呼叫中心促成的年销售额这6500亿美元。而在国内,广泛应用呼叫中心的时机也已成熟——首先,国内的互联网用户已经超过1690万,电话用户更是数以亿计,这些消费者需要各种方便、快捷的服务,他们都是呼叫中心的潜在用户;其次,随着“以客户为中心”成为几乎所有企业的共识,及时了解客户需求成为企业生存与发展的关键,而呼叫中心正为企业与客户的沟通提供了最佳平台。这些时机的成熟促使呼叫中心从电信、邮政、银行等少数几个领域正快速渗透到各个行业。2000年国内的呼叫中心座席相比1999年增长了142%,达到16,000个。国内提供呼叫中心设备、服务或解决方案的供应商也已有百家之多,但超过一半以上的市场份额都由朗讯、北电、惠普、华为、IBM 等巨头掌握。未来的呼叫中心将与 WAP 技术、自动语言识别技术(ASR)相结合,从而把呼叫中心用户扩大到拥有WAP 手机的移动用户群,使他们成为呼叫中心的新用户。目前 ASR 技术进步很快,尤其在它的一个研究分支——文本转换成语音(Text To Speech)技术领域,国外已有不少公司做出了成果。另外,将数据仓库技术(Data Warehouse)应用于呼叫中心有助于建立高效的决策系统,因而国外很多规模较大的呼叫中心都引入了这一技术。除此之外,多媒体技术与呼叫中心的融合也将越来越为普遍。
In the era of e-commerce, business can extend to each computer or phone, and call center as a platform for business and user interaction, just to be the best carrier of this business extension. In addition, the combination of call center, CRM and e-commerce enables enterprises to provide a wide range of value-added services based on call centers and eventually transform them from service centers into enterprise profit centers. In the United States, call centers have generated $ 4.4 billion in industry value and are growing 20% annually. In the world, the call center-assisted annual sales amount to 650 billion U.S. dollars. In China, the time is ripe for the widespread use of call centers. First, there are more than 16.9 million Internet users in China and hundreds of millions of telephone users. These consumers need a variety of convenient and fast services, all of which are Call center potential customers; Second, as the “customer-centric” has become the consensus of almost all enterprises, to keep abreast of customer needs become the key to business survival and development, and call center is for business and customer communication provides the best platform . The maturity of these opportunities has prompted call centers to rapidly penetrate into various industries from a few areas such as telecommunications, postal services and banking. In 2000, the number of call center agents in China increased by 142% from 1999 to 16,000. As many as 100 domestic providers of call center equipment, services or solutions, more than half of the market share is dominated by Lucent, Nortel, Hewlett-Packard, Huawei and IBM. Future call centers will be combined with WAP technology and Automatic Speech Recognition Technology (ASR) to extend call center users to mobile users with WAP handsets, making them new to call centers. At present, ASR technology advances rapidly, especially in the field of text to speech (Text To Speech), one of its branches. Many overseas companies have made achievements. In addition, the application of data warehouse technology to call centers helps to establish an efficient decision-making system, so many large-scale call centers abroad have introduced this technology. In addition, the integration of multimedia technology and call center will also become more and more common.