本文選題：呼叫中心 + 交互式語(yǔ)音應(yīng)答　； 參考：《電子科技大學(xué)》2014年碩士論文

【摘要】：現(xiàn)如今,我國(guó)從傳統(tǒng)的農(nóng)業(yè)時(shí)代逐漸向現(xiàn)代農(nóng)業(yè)時(shí)代靠攏,從事農(nóng)業(yè)經(jīng)營(yíng)者對(duì)信息服務(wù)方式的要求越來(lái)越高,而且需求量也漸多,地區(qū)政府以及相關(guān)服務(wù)部門也在不斷加強(qiáng)自身的服務(wù)態(tài)度與服務(wù)意識(shí)。那么應(yīng)該怎樣才能更好的提高服務(wù)效率,滿足從事農(nóng)業(yè)經(jīng)營(yíng)者各方面的需求,通過(guò)調(diào)查發(fā)現(xiàn),在企業(yè)中設(shè)立呼叫中心可以說(shuō)是滿足涉農(nóng)經(jīng)營(yíng)者各方面需求的最好方式。呼叫中心是企業(yè)對(duì)外重要的營(yíng)銷與服務(wù)平臺(tái),是企業(yè)與客戶之間良好的溝通紐帶。良好建設(shè)與運(yùn)營(yíng)呼叫中心平臺(tái),可以幫助企業(yè)快速有效地樹立品牌效應(yīng),以及擴(kuò)大產(chǎn)品的市場(chǎng)占有份額。目前許多想要做大做強(qiáng)的企業(yè)面對(duì)日益激烈的市場(chǎng)競(jìng)爭(zhēng)下,越來(lái)越來(lái)重視自身呼叫中心的建設(shè)。本文通過(guò)對(duì)我國(guó)呼叫中心行業(yè)深入了解,并且結(jié)合企業(yè)實(shí)際需求,根據(jù)企業(yè)建設(shè)呼叫中心的目的,對(duì)比了國(guó)內(nèi)外企業(yè)建設(shè)呼叫中心的解決方案,最終選擇語(yǔ)音板卡的呼叫中心解決方案,并且實(shí)現(xiàn)了業(yè)務(wù)報(bào)表統(tǒng)計(jì)、留言、傳真文件的管理、傳真文件的查詢、自動(dòng)收發(fā)傳真、通話錄音、自動(dòng)應(yīng)答與人工應(yīng)答相結(jié)合以及自動(dòng)呼叫分配等功能。該系統(tǒng)面向全省人群,為其提供農(nóng)業(yè)服務(wù)及農(nóng)業(yè)信息咨詢平臺(tái)。固話用戶通過(guò)PSTN公網(wǎng)、手機(jī)用戶通過(guò)GSM網(wǎng)連接96999至語(yǔ)音服務(wù)器。系統(tǒng)涉及數(shù)據(jù)庫(kù)、自動(dòng)語(yǔ)音提示、文本轉(zhuǎn)語(yǔ)音、呼叫數(shù)據(jù)集成、呼叫處理、語(yǔ)音接入和智能路由等多種比較先進(jìn)的網(wǎng)絡(luò)技術(shù)。系統(tǒng)也時(shí)常將人當(dāng)做傳輸媒介,根據(jù)電話另一端的客戶提出的要求進(jìn)行服務(wù),把機(jī)器系統(tǒng)作為主體,人工服務(wù)座席為客體,掃清語(yǔ)音系統(tǒng)的空間限制以及時(shí)間限制,面向群眾提供全天候二十四小時(shí)服務(wù)。在使用呼叫中心系統(tǒng)之后,不但滿足了不同用戶的服務(wù)需求,還快速的響應(yīng)了用戶的服務(wù)請(qǐng)求,提高了服務(wù)的整體響應(yīng)率,如此一來(lái),不僅能夠最大程度的降低了服務(wù)成本,還大力提高了服務(wù)效率,使更多用戶在對(duì)服務(wù)提出請(qǐng)求后能夠快速得到響應(yīng)。譬如說(shuō):客戶在對(duì)投訴率、滿意度、接聽(tīng)時(shí)長(zhǎng)、接通率以及平均通話時(shí)長(zhǎng)等問(wèn)題都得到了明顯的改善。
[Abstract]:Nowadays, our country is gradually moving from the traditional agricultural era to the modern agricultural era. The requirements of agricultural operators for information service methods are becoming higher and higher, and the demand is also increasing.Regional governments and related service departments are also constantly strengthening their service attitude and service awareness.Then how to better improve the service efficiency to meet the needs of agricultural operators in all aspects of the survey found that the establishment of call centers in enterprises can be said to be the best way to meet the needs of all aspects of agricultural operators.Call center is an important marketing and service platform for enterprises and a good communication link between enterprises and customers.Good construction and operation of call center platform can help enterprises establish brand effect quickly and effectively, and expand market share of products.At present, many enterprises that want to be bigger and stronger pay more and more attention to the construction of their call center in the face of increasingly fierce market competition.Based on the deep understanding of China's call center industry and the actual needs of enterprises, according to the purpose of enterprise building call center, this paper compares the solutions of domestic and foreign enterprises to build call center.Finally select the voice card call center solution, and achieve business report statistics, message, fax file management, fax file query, automatic fax, call recording,Automatic response and manual response combined with automatic call allocation and other functions.The system provides agricultural service and agricultural information consultation platform for the whole province.Fixed-line users through the PSTN public network, mobile phone users through the GSM network to connect to 96999 voice server.The system involves many advanced network technologies, such as database, automatic voice prompt, text to voice, call data integration, call processing, voice access and intelligent routing.The system also often uses people as transmission media, serves according to the request of customers on the other end of the telephone, takes the machine system as the main body and the artificial service seat as the object, and clears the space and time limits of the voice system.Provide 24 hours a day service to the masses.After using the call center system, not only the service demand of different users is satisfied, but also the service request of the user is responded quickly, and the overall response rate of the service is improved. Thus, not only can the service cost be minimized, but also the service cost can be greatly reduced.It also greatly improves service efficiency and enables more users to respond quickly to requests for services.For example, there are significant improvements in customer complaints, satisfaction, response time, throughput, and average call time.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：TN99

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本文編號(hào)：1762543