關(guān)于我們
呼叫中心企業(yè)從四個(gè)方面考慮用戶需求
作者：admin 來源：本站 發(fā)布時(shí)間：2017-10-30 14:57:37
呼叫中心企業(yè)只有在用戶需求明晰的情況下，我們才能更好的分析用戶需要的系統(tǒng)功能，需求的不明確可能導(dǎo)致功能很大的偏差，造成功能上無法滿足用戶的需要，在考慮用戶功能需求時(shí)，主要應(yīng)該從以下4個(gè)方面入手 ：
Call center business only in the user needs clear, functional analysis of the system users can we need better, the demand is not clear function may lead to great deviation caused by the function can not meet the needs of users, in considering the functional needs of the user, should be mainly from the following 4 aspects:
呼叫中心網(wǎng)絡(luò)及管理分析：
Analysis of call center network and security management:
此部分考慮進(jìn)行網(wǎng)絡(luò)性能管理、網(wǎng)絡(luò)配置管理、系統(tǒng)防范、數(shù)據(jù)備份與恢復(fù)、系統(tǒng)容災(zāi)管理等的需求。
This section focuses on the network performance management, network configuration management, system security, data backup and recovery, system disaster management and so on.
呼叫中心系統(tǒng)業(yè)務(wù)處理及管理分析：
Service processing and management analysis of call center system:
此部分考慮應(yīng)用業(yè)務(wù)邏輯的處理和調(diào)度需求，考慮向客服系統(tǒng)的使用者提供所有業(yè)務(wù)層面的應(yīng)用功能，并通過通信服務(wù)代理與數(shù)據(jù)庫和外部系統(tǒng)打交道。它包括座席桌面應(yīng)用子系統(tǒng)、業(yè)務(wù)邏輯處理子系統(tǒng)、運(yùn)營(yíng)管理子系統(tǒng)和通訊服務(wù)子系統(tǒng)，分別實(shí)現(xiàn)座席桌面應(yīng)用、業(yè)務(wù)邏輯處理、應(yīng)用管理和通訊等的需求。
This part focuses on processing and scheduling requirements of application business logic, consider providing application function of all service level to the customer service system for users, and through the communication service agent with database and dealing with external systems. It includes the agent desktop application subsystem, business logic processing subsystem, management subsystem and communication subsystem service, realize the agent desktop applications, business logic processing, application management and communication needs.
呼叫中心接入系統(tǒng)分析：
Analysis of call center access system:
此部分考慮用戶的呼叫接入和呼出、呼叫轉(zhuǎn)接處理需求，分析提供電話、傳真、信函、Web、EMAIL、WAP、短信、視頻等方式的接入選擇?？紤]分析用戶呼叫要求和數(shù)據(jù)，將該數(shù)據(jù)傳遞給業(yè)務(wù)處理和業(yè)務(wù)管理系統(tǒng)，同時(shí)接收業(yè)務(wù)處理和業(yè)務(wù)管理系統(tǒng)的交換請(qǐng)求，對(duì)各種電話交換資源、語音資源、傳真資源、座席資源等進(jìn)行統(tǒng)一管理和調(diào)度分配，進(jìn)行呼叫的排隊(duì)和交換。
This section focuses on the user's call access and call out, call forwarding processing needs, analysis of telephone, fax, letters, Web, EMAIL, WAP, SMS, video and other access options. Analysis of user requirements and call data, the data will be transferred to the business processing and business management system, at the same time receiving exchange business processing and business management system for all kinds of requests, telephone exchange resources, voice resources, resources, resources such as fax seats for unified management and scheduling, queuing and switching call.
呼叫中心平臺(tái)數(shù)據(jù)存儲(chǔ)及分析分析：
Data storage and analysis of call center platform:
此部分考慮系統(tǒng)中的大部分重要數(shù)據(jù)存儲(chǔ)的需求，并對(duì)這些數(shù)據(jù)進(jìn)行數(shù)據(jù)庫層的處理；同時(shí)利用數(shù)據(jù)挖掘和數(shù)據(jù)倉庫的技術(shù)提供OLAP數(shù)據(jù)分析處理、數(shù)據(jù)挖掘等操作的需求。它一般包括數(shù)據(jù)存儲(chǔ)處理子系統(tǒng)、數(shù)據(jù)分析中心子系統(tǒng)兩個(gè)部分。
In this part, considering the most important data in the storage system needs, and deal with the database layer of these data; demand at the same time the use of data mining and data warehouse technology provides OLAP data analysis and processing, data mining and other operations. It generally consists of two parts: data storage processing subsystem and data analysis center subsystem.
希望上述介紹對(duì)您有所幫助哦，我們以真誠貼近客戶，以行動(dòng)滿足客戶，以雙贏保有客戶，以個(gè)性客戶，您的滿意是我們的追求。
Hope that the above introduction to help you, oh, we sincerely close to customers, to meet the needs of customers, to win win customers, personality to lead customers, your satisfaction is our greatest pursuit.
Call center business only in the user needs clear, functional analysis of the system users can we need better, the demand is not clear function may lead to great deviation caused by the function can not meet the needs of users, in considering the functional needs of the user, should be mainly from the following 4 aspects:
呼叫中心網(wǎng)絡(luò)及管理分析：
Analysis of call center network and security management:
此部分考慮進(jìn)行網(wǎng)絡(luò)性能管理、網(wǎng)絡(luò)配置管理、系統(tǒng)防范、數(shù)據(jù)備份與恢復(fù)、系統(tǒng)容災(zāi)管理等的需求。
This section focuses on the network performance management, network configuration management, system security, data backup and recovery, system disaster management and so on.
呼叫中心系統(tǒng)業(yè)務(wù)處理及管理分析：
Service processing and management analysis of call center system:
此部分考慮應(yīng)用業(yè)務(wù)邏輯的處理和調(diào)度需求，考慮向客服系統(tǒng)的使用者提供所有業(yè)務(wù)層面的應(yīng)用功能，并通過通信服務(wù)代理與數(shù)據(jù)庫和外部系統(tǒng)打交道。它包括座席桌面應(yīng)用子系統(tǒng)、業(yè)務(wù)邏輯處理子系統(tǒng)、運(yùn)營(yíng)管理子系統(tǒng)和通訊服務(wù)子系統(tǒng)，分別實(shí)現(xiàn)座席桌面應(yīng)用、業(yè)務(wù)邏輯處理、應(yīng)用管理和通訊等的需求。
This part focuses on processing and scheduling requirements of application business logic, consider providing application function of all service level to the customer service system for users, and through the communication service agent with database and dealing with external systems. It includes the agent desktop application subsystem, business logic processing subsystem, management subsystem and communication subsystem service, realize the agent desktop applications, business logic processing, application management and communication needs.
呼叫中心接入系統(tǒng)分析：
Analysis of call center access system:
此部分考慮用戶的呼叫接入和呼出、呼叫轉(zhuǎn)接處理需求，分析提供電話、傳真、信函、Web、EMAIL、WAP、短信、視頻等方式的接入選擇?？紤]分析用戶呼叫要求和數(shù)據(jù)，將該數(shù)據(jù)傳遞給業(yè)務(wù)處理和業(yè)務(wù)管理系統(tǒng)，同時(shí)接收業(yè)務(wù)處理和業(yè)務(wù)管理系統(tǒng)的交換請(qǐng)求，對(duì)各種電話交換資源、語音資源、傳真資源、座席資源等進(jìn)行統(tǒng)一管理和調(diào)度分配，進(jìn)行呼叫的排隊(duì)和交換。
This section focuses on the user's call access and call out, call forwarding processing needs, analysis of telephone, fax, letters, Web, EMAIL, WAP, SMS, video and other access options. Analysis of user requirements and call data, the data will be transferred to the business processing and business management system, at the same time receiving exchange business processing and business management system for all kinds of requests, telephone exchange resources, voice resources, resources, resources such as fax seats for unified management and scheduling, queuing and switching call.
呼叫中心平臺(tái)數(shù)據(jù)存儲(chǔ)及分析分析：
Data storage and analysis of call center platform:
此部分考慮系統(tǒng)中的大部分重要數(shù)據(jù)存儲(chǔ)的需求，并對(duì)這些數(shù)據(jù)進(jìn)行數(shù)據(jù)庫層的處理；同時(shí)利用數(shù)據(jù)挖掘和數(shù)據(jù)倉庫的技術(shù)提供OLAP數(shù)據(jù)分析處理、數(shù)據(jù)挖掘等操作的需求。它一般包括數(shù)據(jù)存儲(chǔ)處理子系統(tǒng)、數(shù)據(jù)分析中心子系統(tǒng)兩個(gè)部分。
In this part, considering the most important data in the storage system needs, and deal with the database layer of these data; demand at the same time the use of data mining and data warehouse technology provides OLAP data analysis and processing, data mining and other operations. It generally consists of two parts: data storage processing subsystem and data analysis center subsystem.
希望上述介紹對(duì)您有所幫助哦，我們以真誠貼近客戶，以行動(dòng)滿足客戶，以雙贏保有客戶，以個(gè)性客戶，您的滿意是我們的追求。
Hope that the above introduction to help you, oh, we sincerely close to customers, to meet the needs of customers, to win win customers, personality to lead customers, your satisfaction is our greatest pursuit.
