【正文】 me enterprise view ? Manual changes too slow ? Only telephony data available Improve Service with Less Resource How to Improve Business? ? Customer retention ? Total cost of operation ? Revenue increase ? Preparation for the future Invest for Strategic Growth How to optimize resource? What will improve my job satisfaction? Do they value my business? How to impact the bottomline? ? At any level, enterprisewide from the work or premise ? Multimedia ? Integrated with Framework ? Packaged into two solutions – Network Routing Solution – Enterprise Routing Solution Universal Routing Capability ? Maximize opportunity between the client and the customer by placing the right customer with the right agent/resource. – Efficient Service – Customer Oriented – Crosssell / Upsell opportunities ? Balance load between agents, groups and/or locations Customer Benefits: “Get it right the first time” Benefits ? Marketdriven enhancements ? Ensure specified service level agreement (SLA) metrics are achieved ? Realtime feedback to determine if business objectives are being met ? Greater business agility enabled by shorter rollout of strategy changes – New, intuitive GUI enables rapid routing strategy development and changes Universal Routing Server ? Media Independent ? Flexible Routing Strategies ? Customer Segmentation ? Demographics, Revenue History, Account Data … ? Data Directed Routing ? Businessdriven Rules Using Data from Databases, Enterprise Software, IVR, Statistical Information … ? Dynamic Agent Tracking as a Virtual Group ? ability to queue to additional groups as time elapses Genesys Enterprise TServer Interaction Router Universal Queue takes routing businesswide Evolution of Routing Business Routing Know Your Customer and Capabilities: Business ProcessDriven Let Customers Choose: Voice, Email, etc. Extend Anywhere: EnterpriseWide and “Virtual” Call Centers EnhancedACD Packages SkillsBased Routing ACD BaseLevel Agent Grouping Capability Limited IVR and Database Platform Support Overflow to Next Available Agent Queues Call by Skill Groups Limited Focus: Agent Efficiency (“Next Available”) ? 存取外部客戶數(shù)據(jù)庫數(shù)據(jù)作為呼入分配的依據(jù) ( 傳統(tǒng)排隊(duì)機(jī) ) ? 實(shí)際范例 ?VIP服務(wù) ?依據(jù)客戶貢獻(xiàn)度 (如帳單金額 …) ?Last Agent Handling ?IVR轉(zhuǎn)服務(wù)人員前最后動(dòng)作來預(yù)測(cè)用戶呼入的需求 ?進(jìn)行 Web呼叫前的動(dòng)作來預(yù)測(cè)用戶呼入的需求 ?… 基于數(shù)據(jù)驅(qū)動(dòng)的路由策略 (datadriven routing) ? 基于技能路由 (skillbased routing) ? 基于話務(wù)員工作量路由 (workload balanced routing) 基于話務(wù)員技能的路由策略 (Agent Profile Routing) “ A major benefit of the Genesys solution is that it allows the unified management of all channels with a unified database and unified routing. A further benefit is that different contact types are able to be subject to customized routing rules.” Frost amp。 Sullivan ? 通過相同的智能路由引擎 ,達(dá)成對(duì)多媒體接入方式統(tǒng)一的路由策略部署 統(tǒng)一的多媒體智能路由 (Multimedia Routing) 有效混合處理呼入 /呼出路由需求 ? 提升客服人員工作效率 ,并兼顧服務(wù)水平(service level) ? 實(shí)際范例 ?如果呼入等待電話數(shù)目超過標(biāo)準(zhǔn) , 則將電話轉(zhuǎn)移至呼出小組 ?如果呼入電話量變少 ,則這些客服人員可開始處理呼出作業(yè) ? 呼叫中心營(yíng)運(yùn)目標(biāo)都有“ 服務(wù)水平 (service level)”, 例如80% 的呼入需在 20秒由客服人員接聽 ? 實(shí)際范例 ?當(dāng)服務(wù)水平達(dá)到目標(biāo)時(shí) , 來話可以分配給最適當(dāng)?shù)目头藛T ?當(dāng)服務(wù)水平尚未達(dá)到企業(yè)目標(biāo)時(shí)，盡可能讓所有人員來服務(wù) ,以提高升服務(wù)質(zhì)量 目標(biāo)管理 服務(wù) 水平路由策略 （ service level routing） ? 搭配勞動(dòng)力管理系統(tǒng)來進(jìn)行呼入路由策略 ? 路由策略與人員班表合而為一 ,節(jié)約領(lǐng)導(dǎo)們系統(tǒng)維運(yùn)作業(yè) ? 范例 : 依據(jù)話務(wù)員張三的班表 ,星期一到三是值“ voice”技能 ,星期四到五是值“ ”技能 呼叫中心的領(lǐng)導(dǎo)們調(diào)動(dòng)人力時(shí)只需調(diào)整班表即可 ,無需改變路由策略 傳統(tǒng)做法 :除了調(diào)整班表告知當(dāng)事人外 ,尚需更動(dòng)路由策略 voice voice voice voice voice voice voice voice 基于排班表的預(yù)測(cè)路由 (Predictive Routing) ? 將多址呼叫中心視同為一虛呼叫中心 , 包含系統(tǒng)維運(yùn) ,呼叫路由分配與人員部署 . ? 集中或分散管理均可 ? 實(shí)際范例 ?依話務(wù)量 ?依地區(qū)別 (語言 ,習(xí)慣等 ) ?互為備份 支持多址虛擬呼叫中心 (Multisite Call Center) 圖形化路由設(shè)計(jì)工具－ IR Designer ? 呼叫路由策略可以再利用 ? 以圖像 (icon)表示 ,易于理解 ? 通過結(jié)構(gòu)化的設(shè)計(jì)方式 , 可以隨時(shí)進(jìn)行微調(diào) , 而不用擔(dān)心影響范圍過大 呼叫路由流程就像虛擬地圖般易懂 通過 IR Designer可以實(shí)時(shí)觀測(cè)多點(diǎn)路由情況 實(shí)時(shí)信息反饋 – 便于動(dòng)態(tài) 調(diào)整 路由策 略 ? 通過實(shí)時(shí)信息監(jiān)控功能,呼叫中心領(lǐng)導(dǎo)可以快速調(diào)整呼叫路由策略部署 ? 置換呼叫路由策略時(shí) ,系統(tǒng)無需停止再激活 路由策略的應(yīng)用步驟 ? 在 CME中相應(yīng)的交換機(jī)上添加路由點(diǎn)（ Routing Point） ? 用 IR Designer 設(shè)計(jì)路由策略 ? 通過 IR Designer在相應(yīng)的路由點(diǎn)上加載路由策略 ? 路由策略立刻生效 路由解析的高可靠度與負(fù)載均衡（ 1） TServer A TServer C TServer B Primary URS 100% Backup URS 1/3 LDS Backup L