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第七章 客服管理中心之系統規劃與建構 - 以 AvecCRM 為例

第七章 客服管理中心之系統規劃與建構 - 以 AvecCRM 為例. 7.1 The System Conception of AvecCRM. Chapter 7 Design & Develop a Custom Service System, Case Study: AvecCRM. Cable. PBX. DSL. Dial. Voice Mail. Desktop Video. Voice. Web. E-Mail. Circuits. E-Commerce. TDM. IP. H.323. Extranet. H.320. ISDN.

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第七章 客服管理中心之系統規劃與建構 - 以 AvecCRM 為例

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  1. 第七章 客服管理中心之系統規劃與建構 -以AvecCRM為例 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  2. 7.1 The System Conception of AvecCRM Chapter 7 Design & Develop a Custom Service System, Case Study: AvecCRM 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  3. Cable PBX DSL Dial Voice Mail Desktop Video Voice Web E-Mail Circuits E-Commerce TDM IP H.323 Extranet H.320 ISDN Video Room-Based 7.1 AvecCRM系統概念 資訊科技發展 • 資料、語音、影像架構發展獨立 • 應用程式整合困難 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  4. Cable PBX DSL Dial Voice Mail Desktop Video Voice Web E-Mail Circuits E-Commerce TDM IP H.323 Extranet H.320 ISDN Video Room-Based 7.1 The System Conception of AvecCRM Information Technology Development • Data, voice, and video structure are developed independently. • It is difficult for the application programs to integrate. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  5. Internet Call Center DSL IP Phone Cable E-Mail Web Network PBX E-Commerce Data Dial IP Packetized Voice Extranet ISDN Video 7.1 AvecCRM系統概念 資訊技術應用整合 目標：高彈性、具轉換、資料整合之能力應用程式架構 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  6. Internet Call Center DSL IP Phone Cable E-Mail Web Network PBX E-Commerce Data Dial IP Packetized Voice Extranet ISDN Video 7.1 The System Conception of AvecCRM IT application and integration Goal: an application program structure with high flexibility, easy data exchanging, and data integration 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  7. CRM 1999 CRM - early 2001 CRM Early 1990’s CRM - late 2001 7.1 AvecCRM系統概念 CRM技術發展史 Source: Gartner Group Visibility CRM Analytics Personalization Contact Center WAP Segmentation Web Collaboration Call Center Universal Queue ACD SFA VoIP CMS EAI Web Measurement Self-Service E Mail Mkt DB Mktg. Loyalty Schemes Customer Feedback PRM ASP’s Peak of Inflated Expectations Technology Trigger Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Maturity 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  8. CRM 1999 CRM - early 2001 CRM Early 1990’s CRM - late 2001 7.1 The System Conception of AvecCRM CRM technological development trend Source: Gartner Group Visibility CRM Analytics Personalization Contact Center WAP Segmentation Web Collaboration Call Center Universal Queue ACD SFA VoIP CMS EAI Web Measurement Self-Service E Mail Mkt DB Mktg. Loyalty Schemes Customer Feedback PRM ASP’s Peak of Inflated Expectations Technology Trigger Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Maturity 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  9. 7.1 AvecCRM系統概念 電話客服中心(Call Center) • 電腦電話整合系統(Computer Telephony Integration, CTI) • 將電腦、語音、傳真、通信、網路以及資料庫等技術作整合運用的一種服務方式。 • 使電腦與電話在從事客服作業時同步顯示客戶資料，使客服人員能提供更精確更即時更完整的客服服務，進而提高顧客滿意度並提升企業形象。 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  10. 7.1 The System Conception of AvecCRM Call Center • Computer Telephony Integration, CTI • Computer telephony integration (CTI) enhances the capability and flexibility of the switches or the network end equipment by computer technology. • CTI provides a better user interface compared with the traditional telephone interfaces that merely offer limited access methods through keypads. (Chou, 2000) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  11. 7.1 AvecCRM系統概念 網站模組架構圖 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  12. 7.1 The System Conception of AvecCRM The web-based AvecCRM functional modules 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  13. Customer Agent Data Warehouse Voice Wireless Web E-Mail Fax 7.1 AvecCRM系統概念 AvecCRM Architecture Data Mining Kernel Module • CTI Server • IVR • ACD • Auto Dialing • Fax Scheduling • Web Applications • Dynamic Agent Screen Popup • Customer/Service Data Bank and Analysis Charts • Customer Contact Log • On_line Chat • Web-based Fax Module • Web-based E-Mail Module Back-end System Integration ERP PDM SCM APS 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  14. Customer Agent Data Warehouse Voice Wireless Web E-Mail Fax 7.1 The System Conception of AvecCRM AvecCRM Architecture Data Mining Kernel Module • CTI Server • IVR • ACD • Auto Dialing • Fax Scheduling • Web Applications • Dynamic Agent Screen Popup • Customer/Service Data Bank and Analysis Charts • Customer Contact Log • On_line Chat • Web-based Fax Module • Web-based E-Mail Module Back-end System Integration ERP PDM SCM APS 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  15. (電話服務) (網際網路) (電子郵件) (面對面溝通) 廣泛從各接觸點收集顧客資料 將顧客資料統一儲於資料庫中 顧客資料分析、彙整 相關人員存取顧客資料 顧客忠誠 及價值拓展 顧客服務 及支援 顧客關係建立 目標行銷 及營運績效 7.1 AvecCRM系統概念 CRM流程模式 (傳真服務) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  16. Store customers’ data in the database 7.1 The System Conception of AvecCRM The model of the CRM processes (e-mail) (telephone service) (internet) (communicate face to face) (fax service) Collect customers’ data widely form all connection way Collect and analyze the customers’ data Relevant personnel save and load customers’ data Customer service and technical support Customer loyalty and value expansion Target marketing and business achievement Customer relationship establishment 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  17. 7.1 AvecCRM系統概念 整合性客服中心架構 E-Mail Messages Voice Messages Faxes Messages Web Messages Universal Message Store Unified Messaging In-and-Out Box AvecCRM Application Server User Access Points Telephone Wireless VoIP Web Fax Multiple Access Points and Media for a Given User 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  18. 7.1 The System Conception of AvecCRM The structure of the integrated customer service center E-Mail Messages Voice Messages Faxes Messages Web Messages Universal Message Store Unified Messaging In-and-Out Box AvecCRM Application Server User Access Points Telephone Wireless VoIP Web Fax Multiple Access Points and Media for a Given User 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  19. 7.1 AvecCRM系統概念 CRM 的挑戰與瓶頸 核心 顧客 • 掌握客戶資訊困難 • 需整合不同管道資訊 • 不僅是資訊技術 • 企業系統整合 • 單一需求管理 • 作業流程整合 • 與市場行銷結合 • 整合顧客價值與產品服務 • 成本控制 游離顧客 亞頌「AvecCRM 先進顧客服務管理系統 」，為整合網際網路與通訊技術之最新CRM解決方案 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  20. 7.1 The System Conception of AvecCRM The Challenges of CRM loyal customers • The difficulties of managing customer’s profile • The data derived from various channels • Not just the information technology implementation • Enterprise application integration (Different back-end system integration) • Cost issue (Return of Investment) General customers The goal of ‘AvecCRM’ is to provide the cost-effective solutions for enterprises to achieve the best customer services 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  21. 資料庫連線正確之圖示 7.2 系統功能描述 電腦電話整合(CTI)控制中心（主控台） • 優點: • 簡易設定介面 • 彈性化語音流程設定 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  22. 7.2 System Functions CTI (Controller) • Advantage: • Friendly and simple Interface • Flexible CTI configurations The icon shows CTI is connected to the correct database 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  23. 電腦電話整合(網站應用功能） 來電及時顯示 線上分機即時監控機制 傳真功能 網站電子郵件模組 無線網路整合功能模組 群組管理 會員帳號管理 功能目錄設定 7.2 系統功能描述 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  24. CTI (website applications) Screen pop up on-line extension control module Fax module Website email module Wireless network integration module Group managing module Member ID manage module Functions contents setup 7.2 System Functions 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  25. 7.2 系統功能描述 來電及時顯示 • 優點： • 客戶來電資料即時顯示 • 具備線上即時錄音機制 • 勾選方式處理客服內容減少人員打字時間 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  26. 7.2 System Functions Screen pop up • Advantages: • Pop up the telephone number of customers • Possess the on-line recorder • Checkbox reduce the typing time when the personnel providing customer service 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  27. 7.2 系統功能描述 線上分機即時監控機制 • 優點： • 跨域型網路即時監控機制 • 了解分機人員來電處理時間 • 客戶來電資料 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  28. 7.2 System Functions On-line extension monitor and control module • Advantages: • extension monitoring and controlling • Understand that each call spend how much time to personnel • Customer's calling data 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  29. 7.2 系統功能描述 傳真功能 • 優點： • 提供線上收發傳真機制，隨時隨地皆可透過瀏覽器接收、發送傳真。 • 提供傳真排程機制與自動發送機制，節省時間 • 提供完整發送、接收紀錄 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  30. 7.2 System Functions Fax module • Advantages: • Provide on-line sending and receiving functions, therefore, users can send and receive fax every time, every where. • Provide schedule function of sending fax and auto-send function, saving time. • Provide completely send and receive records 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  31. 7.2 系統功能描述 傳真功能 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  32. 7.2 System Functions Fax module 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  33. 7.2 系統功能描述 網站電子郵件模組 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  34. 7.2 System Functions Website email module 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  35. 7.2 系統功能描述 網站電子郵件模組 • 優點： • 提供Web mail方便使用者管理郵件。 • 自動信件回覆，節省客服人員操作時間。 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  36. 7.2 System Functions Website email module • Advantage: • Provides Web mail function, makes mail management more convenient to users. • Auto mail receiving function can save personnel operation time. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  37. 7.2 系統功能描述 網站電子郵件模組 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  38. 7.2 System Functions Website email module 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  39. WAP browser WML WSP HTTPS / SSL 7.2 系統功能描述 無線網路整合功能模組 Web application server JDBC/ SQL WAP gateway Database server 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  40. WAP browser WML WSP HTTPS / SSL 7.2 System Functions Wireless network integration module Web application server JDBC/ SQL WAP gateway Database server 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  41. 7.2 系統功能描述 無線網路整合功能模組 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  42. 7.2 System Functions Wireless network integration module 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  43. 7.2 系統功能描述 群組管理 • 優點： • 人性化操作介面方便管理 • 群組化權限控管提升操作效率 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  44. 7.2 System Functions Group managing module • Advantages: • Friendly interface is convenient to manager. • Organized group authority manage improving operative efficiency. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  45. 7.2 系統功能描述 會員帳號管理 • 優點： • 提供會員一方便維護個人資料機制 • 客服人員可快速增加使用者 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  46. 7.2 System Functions Member ID managing module • Advantages: • provide members a convenience to maintain personal data. • Customer service personnel can increase users fast 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  47. 7.2 系統功能描述 功能目錄設定 • 優點： • 提供彈性化操作介面 • 可設定不同權限之功能操作等級 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  48. 7.2 System Functions Functions contents setup • Advantages: • Provide a flexible configure interface • Can set different functions enable to Every user. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  49. 7.2 系統功能描述 多管道服務資料記錄 • 提供以下查詢機制，方便管理者檢視客服中心運作現況： • 新進來電記錄 • 歷史來電記錄 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  50. 7.2 System Functions Multiple channels service data record • Provide the following functions and help the administrator inspect the situation of the call center: • Newly call record • Historical call record 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

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