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HUAWEITECHNOLOGIESCO.,LTD.Slidetitle:40-47ptSlidesubtitle:26-30ptColor::whiteCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:Arial华为云联络中心解决方案华为呼叫中心产品线产品总监——潘坚HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage2Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.联络中心运维管理智能的转变电话(单一渠道)CTI整合接线生做完份内工作事物性简单的售前/售后服务提高满意度本能式工作以产品/服务为诉求成本中心单一部门削减成本(守)统一处理电话、WEB、面对面(多渠道)CRM整合看守人关怀和尊敬人性全方位的服务提高忠诚度智慧式工作以要求/需求为诉求价值中心跨部门(最重要的组织)贡献价值(攻)个性化服务传统呼叫中心新型的客户联络中心组织流程人员以产品为中心以客户为中心HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage3Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.联络中心的发展趋势云化WEB2.0移动视频HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage4Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.多媒体渠道的建设有效分流话务量从单一的电信渠道拓展为多种电子渠道互动。从单一的语音媒体拓展为多种媒体接触。人工服务多种媒体接触IVRSMS/MMSEmailWAPPUSHWEBgalleryUSSDWAPgallerySMSgallery多种渠道互动发布引导分流效果明确:人工业务IVR:20%,SMS/MMS:10%.平均通话时长从93秒到77秒HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage5Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.华为短信系统平台业务处理逻辑架构网元业务处理单元MSP服务器经分反馈接收smsMSPClient接口代理queueT1T2T3T4DB管理维护监控短信平台DSMPBOSSMSP服务器:与短信网关对接,负责接收用户的上行短信,以及下发短信指令菜单、业务信息结果短信业务处理单元:解析用户上行的业务指令代码,与系统中配置的指令集进行匹配,触发相应的业务处理流程接口代理:根据业务处理单元的请求调用第三方系统接口,实现具体的业务查询、业务办理操作HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage6Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.WECC更加丰富的媒体交互方式增强Web集成呼叫中心(WebEnabledCallCenter)功能,同Internet紧密集成在一起,充分利用Web、IP技术,以多种媒体的组合为客户提供服务回呼请求文字交谈护航浏览HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage7Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.视频坐席提升服务体验,体现人性化服务理念直观像形的客户感知,提升客户服务体验特殊人群服务,体现人性化管理理念HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage8Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptColor:BlackCorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialToprightcornerforfield-mark,customerorpartnerlogotypes.----------------Thefollowingninegroupsofcolorsareanexampleofhowourdesigncolorscanbeused,pleasetakenotethatyoushouldonlyuseonedesigncolorgroupperslide.Forspecificusagedetails,refertothe“TypesettingStandard”.社交媒体Web2.0融合,构建SNS和微博服务平台社交媒体融合网关信息收集条件设置社交媒体图表自动语义分析数据过滤和分割历史记录工作流控制社交CRM分析HUAWEITECHNOLOGIESCO.,LTD.HuaweiConfidentialPage9Slidetitle:32-35ptColor:R153G0B0CorporateFont:FrutigerNextLTMediumFonttobeusedbycustomersandpartners:ArialSlidetext:20-22ptBulletslevel2-5:18ptCol
本文标题:4.华为云联络中心创新解决方案-V2-1
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