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作为呼叫中心主体,如何充分利用业务代表资源,已成为提高呼叫中心效率的关键因素。AVAYA公司的 Mosaix 预见拨号系统(PDS)为企业提供了高效率呼叫管理平台。Mosaix 预见拨号器可以拨出一个电话号码并监控对方的响应,只有当监测到人的声音时,才将电话自动转接给真正的业务代表。呼叫中心的业务从总体来说可以划分为来话处理和去话处理两大部分。对于来话业务,业内采用的主要方法是通过计算机电话集成(CTI)和自动呼叫分配(ACD)技术,将业务代表资源与顾客信息数据库
As the main body of call center, how to make full use of agent resources has become the key factor to improve the efficiency of call center. AVAYA’s Mosaix Predictive Dialing System (PDS) provides businesses with an efficient call management platform. Mosaix anticipates that the dialer will dial out a phone number and monitor each other’s responses, automatically forwarding the call to the real agent only when the person’s voice is detected. Call center business from the overall can be divided into incoming call processing and outgoing processing two major parts. For incoming calls, the industry’s primary approach is to integrate Agent Resources and Customer Information Databases with Computer Telephony Integration (CTI) and Automatic Call Distribution (ACD) technologies