1 / 8

Vision 80/20 Contact Center Lösningsexempel

Visionutveckling. Vision 80/20 Contact Center Lösningsexempel. Exempel på flöde. Agenter. Kö 1. Mobila. Tal. CC-Bridge Call Handling IVR (1,2,3 etc) Talsvar Media-Kö Call Back Schemaöppettider Statistik. PBX. Prioritet 1 2 3 4. 1 2 3. Fastnät Mobilnät Internet. e-post.

drew
Download Presentation

Vision 80/20 Contact Center Lösningsexempel

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Visionutveckling Vision 80/20 Contact Center Lösningsexempel

  2. Exempel på flöde.. Agenter Kö 1 Mobila Tal CC-Bridge Call Handling IVR (1,2,3 etc) Talsvar Media-Kö Call Back Schemaöppettider Statistik PBX Prioritet 1 2 3 4 1 2 3 Fastnät Mobilnät Internet e-post Kö 2 *Fax Inkommande ärende *SMS På kontoret Kö 3 CRM Databaser • Management • Planering • Realtids info • Statistik mm Distansagenter

  3. Design 1 ISDN Ink. samtal Agenter 30 linjer ISDN Desktop web agent QSIG/SIP PABX Contact Center IVR Samtalsstyrning Kö Call Back Schema mm • Management • Planering • Realtids info • Statistik mm Normal design: All trafik terminerar via PBX till CC-Bridge

  4. Design 2 Inkommande ärende ISDN Alt 2 Alt 1 Agenter 30 linjer ISDN 30 linjer ISDN Desktop web agent kanaler PRI, QSIGSIP PABX IP Contact Center IVR Samtalsstyrning Kö Call Back Schema mm Hänvisningssystem Talsvar & Röstbrevlåda • Management • Planering • Realtids info • Statistik mm Talstyrda tjänster Contact Center Replikering Alt 2 design: Trafik terminerar i både PBX och CC-Bridge för lastbalancering

  5. Design 3 Agenter fördelat på flera kontor ISDN Samtal in 30 linjer ISDN 60 linjer ISDN Desktop web agent QSIG/SIP PABX IP Contact Center IVR Samtalsstyrning Kö Call Back Schema mm • Management • Planering • Realtids info • Statistik mm Alt 3 design: All trafik terminerar via CC-Bridge till PBX anknytning

  6. Design 4 Agenter fördelat på flera kontor ISDN Samtal in 30 linjer ISDN 60 linjer ISDN Desktop web agent PABX IP Contact Center IVR Samtalsstyrning Kö Call Back Schema mm • Management • Planering • Realtids info • Statistik mm Alt 4 design: All trafik terminerar via CC-Bridge (IN/UT)

  7. Design 5 Internet /WAN Agenter fördelat på flera kontor ISDN Samtal in SIP 30 linjer ISDN Desktop web agent Contact Center IVR Samtalsstyrning Kö Call Back Schema mm • Management • Planering • Realtids info • Statistik mm Alt 5 design: All trafik terminerar via CC-Bridge (IN/UT) Agenter ansluts direkt i servern via SIP. Exempel: Senarie med 16 agenter + 20 på kö

More Related