本文選題：呼叫中心 + 交互式語音應答��； 參考：《電子科技大學》2014年碩士論文

【摘要】：現(xiàn)如今,我國從傳統(tǒng)的農(nóng)業(yè)時代逐漸向現(xiàn)代農(nóng)業(yè)時代靠攏,從事農(nóng)業(yè)經(jīng)營者對信息服務方式的要求越來越高,而且需求量也漸多,地區(qū)政府以及相關服務部門也在不斷加強自身的服務態(tài)度與服務意識。那么應該怎樣才能更好的提高服務效率,滿足從事農(nóng)業(yè)經(jīng)營者各方面的需求,通過調(diào)查發(fā)現(xiàn),在企業(yè)中設立呼叫中心可以說是滿足涉農(nóng)經(jīng)營者各方面需求的最好方式。呼叫中心是企業(yè)對外重要的營銷與服務平臺,是企業(yè)與客戶之間良好的溝通紐帶。良好建設與運營呼叫中心平臺,可以幫助企業(yè)快速有效地樹立品牌效應,以及擴大產(chǎn)品的市場占有份額。目前許多想要做大做強的企業(yè)面對日益激烈的市場競爭下,越來越來重視自身呼叫中心的建設。本文通過對我國呼叫中心行業(yè)深入了解,并且結(jié)合企業(yè)實際需求,根據(jù)企業(yè)建設呼叫中心的目的,對比了國內(nèi)外企業(yè)建設呼叫中心的解決方案,最終選擇語音板卡的呼叫中心解決方案,并且實現(xiàn)了業(yè)務報表統(tǒng)計、留言、傳真文件的管理、傳真文件的查詢、自動收發(fā)傳真、通話錄音、自動應答與人工應答相結(jié)合以及自動呼叫分配等功能。該系統(tǒng)面向全省人群,為其提供農(nóng)業(yè)服務及農(nóng)業(yè)信息咨詢平臺。固話用戶通過PSTN公網(wǎng)、手機用戶通過GSM網(wǎng)連接96999至語音服務器。系統(tǒng)涉及數(shù)據(jù)庫、自動語音提示、文本轉(zhuǎn)語音、呼叫數(shù)據(jù)集成、呼叫處理、語音接入和智能路由等多種比較先進的網(wǎng)絡技術。系統(tǒng)也時常將人當做傳輸媒介,根據(jù)電話另一端的客戶提出的要求進行服務,把機器系統(tǒng)作為主體,人工服務座席為客體,掃清語音系統(tǒng)的空間限制以及時間限制,面向群眾提供全天候二十四小時服務。在使用呼叫中心系統(tǒng)之后,不但滿足了不同用戶的服務需求,還快速的響應了用戶的服務請求,提高了服務的整體響應率,如此一來,不僅能夠最大程度的降低了服務成本,還大力提高了服務效率,使更多用戶在對服務提出請求后能夠快速得到響應。譬如說:客戶在對投訴率、滿意度、接聽時長、接通率以及平均通話時長等問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.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：TN99

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本文編號：1762543