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題名 | 行動通信多媒體客服中心系統之發展=The Development of Mobile Communications Multimedia Contact Center Service System |
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作者 | 朱邦弘; 周秀玟; 易進源; 洪德城; 葉丁源; 羅文亨; 簡志誠; | 書刊名 | 電信研究 |
卷期 | 32:3 2002.06[民91.06] |
頁次 | 頁303-313 |
分類號 | 448.6 |
關鍵詞 | 客戶服務中心; 網際網路; 全球資訊網; 網路語音; 電腦電話整合; 客戶關係管理; Call center; Internet; World wide web; WWW; Voice over IP; VoIP; Computer telephony integration; CTI; Customer relationship management; CRM; |
語文 | 中文(Chinese) |
中文摘要 | 傳統用來支援客戶服務中心運作的資訊系統,主要以電腦電話整合(CTI, Computer Telephony Integration)為基礎平臺,藉以建構出類比之電話語音與數位之電腦資訊密切結合的客戶服務整合環境[1]。時至今日,由於網際網路(Internet)蓬勃發展,加上網際網路數位化、多媒體資訊內含(Content)的特性,透過網際網路此一新興媒介來處理以往需透過電話、郵寄或親臨方式才能完成之各種應用陸續被推出,客戶服務的管道亦順理成章的被延伸至網際網路上,而其內容也從單純的類比電話語音、傳真服務,進而擴展為包括電子郵件(E-mail)、語音電子郵件(Voice Mail)、網路語音(VoIP)、線上文字對談(On-line Text Chat)、網頁同步瀏覽(Co-browsing)等多種型式上。 本所客服中心應用技術專案計畫開發完成之「行動通信客戶服務支援系統」已於八十七年六月正式上線提供服務,除穩定運作外,並依行動通信市場之需求陸續加入新的客服功能。為因應前述網際網路新興管道之掘起,現正規畫研發新一代「行動通信多媒體客服中心系統」[2]。此系統結合原有之客戶服務支援系統,提供CTI為基礎之客戶服務,並增加了網際網路多媒體之各式各樣客服管道。本文先介紹「行動通信多媒體客服中心系統」之整體架構及各項功能,再針對新加入之各項網際網路多媒體客服功能逐一說明。 |
英文摘要 | Call center service system is traditionally based on Computer Telephony Integration infrastructure to build an integrated customer service environment consists of analog telephony voice and digital computer information. Due to the rapid growth of Internet today, there are several applications that utilize the digitalized attributes and multimedia contents on Internet to accomplish the jobs that were done through telephone or mail originally. As a result, the communication channels for customer services have been extended to the Internet and the media used for communications have been expanded from analog telephone voice and fax to e-mail, voice mail, VoIP, on-line text chat, and homepage co-browsing, etc. Our team had developed the Mobile Communications Customer Service Support System (MPCS3). This system had provided good services to the center for mobile phone and pager customers of our company from June 1998, and has been enhanced with emerging customer service functions to meet the needs of mobile telecommunication market. We are now developing the new generation Mobile Communications Multimedia Contact Center Service System. It incorporates the original MPCS3 system to provide CTI based customer services, and further integrates the variety multimedia customer service channels on Internet. This article introduces the system architecture and functionality of the Mobile Communications Multimedia Contact Center Service System. The newly added Internet multimedia applications will also be introduced. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。