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11月10日获悉,上海银行采用了思科 IPCC 解决方案建成了 IP 呼叫中心。该中心与传统呼叫中心相比,给上海银行的客服工作带来了许多好处:总部呼叫中心可集中管理所有呼叫中心资源,并且可对所有座席进行全程监控和管理;不管用户身处何地,打入的电话可根据要求在各分呼叫中心之间转接:存放于不同数据库的用户资料都能够通过电话被传送到话务员座席,并且在传输语音的同时捆绑各种数据甚至视频:它还具有响应 IP 电话的能力,可以很方便地处理通过 IP网络传送过来的异地用户呼叫或 web 呼叫。
It was learned on November 10 that Bank of Shanghai has built an IP call center using the Cisco IPCC solution. Compared with the traditional call center, the center brings many benefits to the customer service of Bank of Shanghai: The headquarters call center can centrally manage all the call center resources, and can monitor and manage all the agents in the whole process. No matter where users are, Incoming calls can be redirected to call centers on request. User data stored in different databases can be telephoned to attendant agents and bundled with various data and even video while transmitting voice: it also has In response to IP telephony capabilities, remote user calls or web calls delivered over IP networks can be handled easily.