查詢結果分析
來源資料
頁籤選單縮合
題名 | 國際客戶服務應用系統之設計與模式=The Design and Paradigm of CHTI Call Center Application System |
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作者 | 黃俊仁; 洪嘉聰; 李孟賢; 羅文亨; 簡志誠; Huang, Jyuhn-rern; Hong, Jai-tsong; Lee, Meng-hsien; Luo, Wenhen; Chien, Alex; |
期刊 | 電信研究 |
出版日期 | 20030400 |
卷期 | 33:2 2003.04[民92.04] |
頁次 | 頁285-298 |
分類號 | 448.6 |
語文 | chi |
關鍵詞 | 客戶服務中心; 非交換機式整合伺服器; 互動式語音應答; 電腦電話整合; 通訊伺服器; 應用伺服器; 資料庫伺服器; 現有資訊系統; 中介資料; Call center; unPrivate automatic branch exchange server; Interactive voice response; IVR; Computer telephony integration; CTI; Communication server; Application server; Database server; Legacy system; Meta data; |
中文摘要 | 在面臨電信市場高度競爭環境下,中華電信國際分公司(CHTI)為提昇客服人員之服務品質,於民國八十七年七月委託研究所870專案計畫發展國際客戶服務應用系統(ICAS),並於民國九十年底上線服務。以往國際客服人員係以回答客戶有關國際業務為主要的查詢項目,受理單的填寫與後續處理得藉由領班的謄寫與追蹤,由於以人工方式來管理受理單實難有效掌握處理情形,常有追蹤困難、回應費時、重覆受理客戶需求等問題衍生。因此,發展自動化的國際客戶服務應用系統(ICAS),提供中華電信各業務查詢及受理並且有效管理來電記錄與受理單、提昇客戶滿意度,是提昇企業競爭力的最佳方法。本系統採用模組化的設計並且在使用者界面(User Interface)採用了「中介資料」(Meta-data)的觀念來設計,提高了客服人員對客戶服務的處理效率。本文主要描述ICAS的系統環境、處理流程、功能模組以及界面設計。 |
英文摘要 | Chunghwa Telecom International Business Group (CHTI), facing in highly competitive telecommunication markets, was determined to establish CHTI Call Center Application System (ICAS) long time ago, hoping that it would greatly bolster its competitive edge. With this goal in mind, streamlining manual operation, standardized business operation, and systemized ticket management used to speed up service providing, lower operation costs and raise company image have become its immediate targets. And a computerized call center application system would help a lot in reaching these goals. Hence it led to the creation of CHTI Call Center Application System, which the company is using to automate business control of all kinds of tickets. ICAS helps create, modify, process, abort and manage tickets. In addition to performing the basic functions such as creation, modification, abortion, management, query of ICAS tickets and generation of statistics reports, the system also supports some advanced features, such as tickets redirecting, exporting mechanism, status reporting, notification, performance evaluation etc. By using ICAS, it enables agents to communicate, query, coordinate, receive, process and access the latest data at any time, at any seat, and is very cost effective. The article will present the system software architecture in terms of modules and functions, process flow designing. It will also offer some user interface examples as well as discussions of the benefits the system brings. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。