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1、IT专业英语UNIT15 Call CenterUNIT 15 Call Center UNIT 15 Call Center UNIT 15 Call Center 15-1 Technical Part 15-1-1 Definition Call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.A call centre is operated by a company to administe
2、r incoming product support or information inquiries from consumers.Outgoing calls for telemarketing,clientele,product services,and debt collection are also made.In addition to a call centre,collective handling of letters,faxes,live chat,and e-mails at one location is known as a contact centre.UNIT 1
3、5 Call Center 15-1-2 Introductions A call centre is often operated through an extensive open workspace for call centre agents,with work stations that include a computer for each agent,a telephone set/headset connected to a telecom switch,and one or more supervisor stations.It can be independently op
4、erated or networked with additional centers,often linked to a corporate computer network,including mainframes,microcomputers and LANs.Increasingly,the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration(CTI).UNIT 15 Call Center U
5、NIT 15 Call Center UNIT 15 Call Center IVR allows customers to interact with a companys host system via a telephone keypad or by speech recognition,after which they can serve their own inquiries by the IVR dialogue.IVR systems can respond with pre-recorded or dynamically generated audio to further d
6、irect users on how to proceed.IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions.UNIT 15 Call Center The existing IVR business includes customized ring back tone,online VOD,voice information service,game,multi-party
7、 video conference,background music call and chat with friends,etc.Essentially,the IVR is the main business of replicating the previous message platform business model,moreover,it provides a virtual identity theme chat and peer-to-peer chat service.UNIT 15 Call Center 2.Cloud-based Contact Centre Sol
8、utionsCall centres expect a high level of communications functionality,predictability,security and control when moving to the cloud and a hosted contact centre solution.With the Communications as a Service(CaaS)cloud offering from Interactive Intelligence,you get all of that.UNIT 15 Call Center Inte
9、ractive Intelligence has the unique ability to offer a simple,cost-effective migration between cloud and on-premise environments.This flexibility is the result of key technology innovations that include:A common all-in-one architecture Dedicated virtual machines Hybrid deploymentsUNIT 15 Call Center
10、 Interactive Intelligence offers three flexible CaaS deployment models to choose from.Each model is based on a hardened Interactive Intelligence data center and the Customer Interaction Center(CIC).UNIT 15 Call Center A unique hybrid option that provides a superior level of predictability as well as
11、 security and control.Voice infrastructure components such as gateways,media servers and IP phonestogether with call recordings and sensitive customer informationremain on-premise and connect via MPLS(MultiProtocol Label Swiching)to the CIC application server residing in a hardened Interactive Intel
12、ligence data center.This allows you to:UNIT 15 Call Center Keep the voice path on your private network Securely store recordings on local servers Maintain customer data in local databases Utilize existing Telco lines(calls continue to terminate at your site)Easily transition to a premise environment
13、UNIT 15 Call Center 15-1-3 Application Case or Example Most major businesses use call centers to interact with their customers.A contact centre,also known as customer interaction centre,is a central point of any organization from which all customer contacts are managed.Through contact centers,valuab
14、le information about company are routed to appropriate people,contacts to be tracked and data to be gathered.It is generally a part of companys customer relationship management(CRM).UNIT 15 Call Center 1.Compared with traditional PBXPremise-based Call Centre Technology Historically,call centers have
15、 been built on PBX(Private Branch Exchange)equipment that is owned and hosted by the call centre operator.The PBX might provide functions such as Automatic Call Distribution,Interactive Voice Response,and skills-based routing.UNIT 15 Call Center The call centre operator would be responsible for the
16、maintenance of the equipment and necessary software upgrades as released by the vendor.Eventually,people would like to be interested in not only the voice service,but also the data service,such as video chat,online service,etc.In this way,IPCC(IP Call center)come out,below graph Figure 15-2 is the c
17、onfiguration of the IPCC.UNIT 15 Call Center 2.Advantage of IPCCIPCC not only covers all the functions of traditional PBX call center,at the same time which is combined with the advanced Internet technology and communication technology,such as the distribution of seats,online video,online communicat
18、ion,text chat,desktop sharing,file transfer and so on.UNIT 15 Call Center IP call center system support PSTN telephone access,IP relay access,multimedia messaging(Media Call)access,compatible with existing communication mode,IP relay access,which can greatly reduce the call cost.Different provinces
19、WEB user agent calls neednt pay any call costs more by using the interior of the soft-switch.Please see below application of IPCC as Figure 15-3.UNIT 15 Call Center IP call center system,make full use of the advantage of IP network,complete voice and data communications unified,and integrated voice,
20、video and data communications to produce a new call center business,at the same time,it seamless links with the mature call center module,Internet technology,VOIP technology,the soft exchange technology,network technology and database technology,to provide a complete customer service center solution
21、.UNIT 15 Call Center Figure 15-2 IPCC network ConfigurationUNIT 15 Call Center Figure 15-3 The application of IPCC UNIT 15 Call Center 15-2 Reading Material 15-2-1 Reading comprehension IPCC Solution for the Large EnterpriseWith the rapid development of the commercial economy,the contact center tran
22、sforms from the traditional customer service center to the profitable marketing center and becomes an essential part for improving enterprises core competitiveness.Some telecommunication supplier,such as Huawei,whose large enterprise IPCC solution supports enterprises to do so with improved operatio
23、nal efficiency and reduced TCO in an all-round way.UNIT 15 Call Center In the course of continually enhancing customer satisfaction,enterprises pay increasing attention to focusing on target customers,tapping the potential customer value,and meeting customer requirements.To achieve these objectives,
24、the contact center must meet the following requirements:UNIT 15 Call Center Advanced platform supporting smooth evolution Integrated and reliable platform with high performance Lean operation management capabilities that improve resource efficiency Multimedia interaction capabilities,including video
25、s and Web,for enhancing user experience Integration with the application system and service customizationUNIT 15 Call Center The Huawei Contact Center System provides high stability,reliability,scalability,and maintainability.This is based on Huaweis understanding of the current situation and evolut
26、ion of the telecommunications network and its comprehensive strength in fixed,mobile,and IP networks.Huawei has thousands of core platform R&D and test engineers who have tested their products under scores of extreme environments(for example,super-heavy traffic,temperature difference,high humidity,h
27、igh salinity,high alkalinity,and oxygen shortage)to ensure world-class quality.UNIT 15 Call Center The customizable services include three layers customized service,customized road map,and customized innovation solutions.More than ten local customization development centers worldly provide secondary
28、 development for customers and remote technical support to the intensive operation of the customer service system.The customized road map and customized,innovative solution:Huaweis MKT,sales,and R&D make an in-depth analysis of the customer requirements and come up with a customized solution to meet
29、 specific customer requirements.UNIT 15 Call Center Huawei IPCC Solution supports multimedia access methods such as email,fax,short message,and video,plus Web-based escorted browsing,click-to-dial,and text chat.This solution provides customers with multi-channel services in a combination of voice,te
30、xt,and graphics so that users can interact with service representatives of the contact center through these media.Therefore,the information interaction space for users and service representatives is widely expanded,and the efficiency of information interaction is improved.UNIT 15 Call Center After t
31、he route and script are predefined,the IPCC Solution identifies customer information including the customer level,and then provides different access rates,IVR processes,and service personnel by the customer level.In this way,the solution reduces call costs by providing diversified services.Based on
32、customer information,the solution supports multi-round marketing,that is,identifies and focuses on high-value customers quickly,and then performs precision marketing,increasing the marketing success rate and reducing operation costs.UNIT 15 Call Center The system provides a set of graphical manageme
33、nt tools.Using these tools,maintenance personnel can perform simplified device maintenance and system optimization operations on GUIs,which facilitate O&M and lowers requirements for maintenance personnel.Therefore,these tools improve maintenance efficiency,and the stability and reliability of the c
34、ontact center.Agent statuses are displayed on the agent map based on the actual agent positions so that it is easier to inspect attendants service qualities for quality improvement.UNIT 15 Call Center Words&Expressionsprofitable a.有利的，有益的TCOTotal Cost of Ownership 总成本efficiency n.效率，效能customization
35、定制，客制化服务stability n.稳定，稳定性scalability 可扩展性salinity n.盐性，盐度UNIT 15 Call Center alkalinity n.碱浓度，碱性combination n.结合(体)，团体 representative a.(+of)代表的diversified a.多变化的，各种的facilitate vt.使容易，促进O&M=operation and maintenance 运维escort n.护卫队，护卫 UNIT 15 Call Center 15-2-2 Exercises I.Multiple Choices.1.Which o
36、f the following is the challenge to carrier according to the passage?A.Focusing on target customers.B.Tapping the potential customer value.C.Meeting customer requirements.D.Making more money.UNIT 15 Call Center 2.What kind of access mode can Huawei IPCC system support?A.Sound.B.Text.C.video.D.graphi
37、cs.3.How can Huawei IPCC system help carrier improve customer satisfaction?A.Give customer more discount.B.Enhance customer care department facilities.C.Provide diversified in term of different customer level.D.None of the above.UNIT 15 Call Center 4.To improve the maintenance efficiency,what kind t
38、ools can Huawei contact center system use?A.A kind of innovative software.B.A set of graphical management tools,such as GUI.C.Operation system support.D.Physical hardware.UNIT 15 Call Center II.Read&Translate.1.With the rapid development of the commercial economy,the contact center transforms from t
39、he traditional customer service center to the profitable marketing center and becomes an essential part for improving enterprises core competitiveness.UNIT 15 Call Center 2.More than ten local customization development centers worldly provide secondary development for customers and remote technical
40、support to the intensive operation of the customer service system.3.After the route and script are predefined,the Huawei IPCC Solution identifies customer information including the customer level,and then provides different access rates,IVR processes,and service personnel by the customer level.UNIT
41、15 Call Center 4.Based on customer information,the solution supports multi-round marketing,that is,identifies and focuses on high-value customers quickly,and then performs precision marketing,increasing the marketing success rate and reducing operation costs.5.Using these tools,maintenance personnel can perform simplified device maintenance and system optimization operations on GUIs,which facilitate O&M and lowers requirements for maintenance personne.