Avaya呼叫中心助电力行业提供完美客户服务.ppt

1、1 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDAAvaya呼叫中心助电力行业提供完美客户服务 张京辉高级顾问经理 应用及解决方案2 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA电力行业在变化Changing Power Landscapefrom Product Push to Client Centricityfrom tofrom Point of Sale t

2、oMulti-Channelfrom Separate Platforms to Collaborative CommunitiesSingle InteractionPoint of Service3 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA为什么通信对电力越来越重要？Why Are Powers Embracing Communications?TRANSFORMATIONmore than merely cost Its value is summed up by on

3、e word:Voice, deeply embedded into the heart of business processes, to redefine theway we work and create substantial value.4 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDAAvaya整体解决方案带来的价值 整体上提高客户的满意度，帮助减少客户摩擦 提高运营效率，使用较少的资源干更多的事情 整体性的分析统计和企业级报表，整合 “信息孤岛 ” 提供业务风险计划和

4、方案 支持交叉销售和向上销售的作业模型，带来更高的业务价值 整合分布渠道，提供多媒体统一管理方案 采用客户关系管理的策略，保证对高品质提供高效服务 外呼主动营销和客户关怀保证高端客户的忠诚 控制并降低系统的复杂性 提供远程 /移动的通信手段效能，整合客户经理人的资源5 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDAGartner Report: “The Economics of a Poor Customer Experience”At risk 55%Decline in wa

5、lletshareDefect 45% Poor experience22%Positiveexperience78%Complain2%Do notcomplain98%At risk 34%Issue not resolvedDefect 28%Resolved 38%440,000customers431,200customers2,464 customers$246,400194,040 customers$19,404,0002,992 customers$299,200237,160 customers$23,716,0008,800customers不能仅仅关注哪些被投诉的电话E

6、nterprise with 2 million customers Revenue = $200,000,000 per yearAverage Revenue per customer = $100 per year6 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDASiebelPeopleSoftSAPQuality Management & Call RecordingWorkforce ManagementMessaging andPersonal Productivity

7、Office WorkerCore Contact CenterProactive Outbound通用报表E-Mail Management WebInteractionsContact CenterRemoteAgentsBranch Agents完整的用户体验通用管理 VoiceXMLand SpeechSelf Service通用程序IT 集中架构解决方案 : SIP 开放的开发工具 Eclipse 稳定的 Linux系统平台 所有元素的集中报表 AIQAvaya以 SOA为导向的客户联络管理解决方案7 2007 Avaya Inc. All rights reserved. Avay

8、a Proprietary & Confidential. Under NDACustomer Service for Sustained Competitive Advantage始终保持客户服务的竞争优势虚拟化结构Seamless delivery of applications and services Central Site, Branch, Remote Leverage Global Resources Business Continuity统一的品牌体验Personalized Service Consistent Information Access Voice, Email

9、, Web integration增强的自助服务Speech Enabled Routing & Information Access Multi-Modal Information Delivery Personalized Content区隔化与个性服务Best Skills Applied Managed Follow-up Improved Conversion Rates from Customer Segmentation专家级在线服务Engage Enterprise Experts Leverage Local Knowledge Presence, Interruptabil

10、ity集成信息管理Capture, Reporting & Analysis Real-Time Information Customer Experience View客户主动联络管理Integrated Management Expert Calling Ration Cruise Control Intelligent Blending8 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA集中语音平台方案集中语音平台方案 (S8710异地备份异地备份 )主主 S8710G650媒

11、体网关媒体网关VoIP资源板资源板CLAN总中心北京集中 CMS备份备份 S8500 备份中心 成都CTITS-2E1x2G650+ESS分公司网络CTITS-1专用数据网络PSTN上海G650媒体网关媒体网关VoIP资源板资源板CLAN本地座席X 98本地座席X 39本地座席X 28E1G700+LSP分公司网络PSTN未来其他分公司（可选）座席S8500再生服务器 -ESSAES-1 AES-2IVR(集中 )Line side E1 x 6PSTN PSTNE1x6 E1x39 2007 Avaya Inc. All rights reserved. Avaya Proprietary

12、& Confidential. Under NDA集中语音平台方案集中语音平台方案 (北京北京 S8710故障故障 )主主 S8710G650媒体网关媒体网关VoIP资源板资源板CLAN总中心北京集中 CMS备份备份 S8500 备份中心 成都CTITS-2E1x2G650+ESS分公司网络CTITS-1专用数据网络PSTN上海G650媒体网关媒体网关VoIP资源板资源板CLAN本地座席X 98本地座席X 39本地座席X 28E1G700+LSP分公司网络PSTN未来其他分公司（可选）座席S8500再生服务器 -ESSAES-1 AES-2IVR(集中 )Line side E1 x 6PST

13、N PSTNE1x6 E1x3自动切换10 2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA集中语音平台方案集中语音平台方案 (北京中心故障北京中心故障 )主主 S8710G650媒体网关媒体网关VoIP资源板资源板CLAN总中心北京集中 CMS备份备份 S8500 备份中心 成都CTITS-2E1x2G650+ESS分公司网络CTITS-1专用数据网络PSTN上海G650媒体网关媒体网关VoIP资源板资源板CLAN本地座席X 98本地座席X 39本地座席X 28E1G700+LSP分公司网络PSTN未来其他分公司（可选）座席S8500再生服务器 -ESSAES-1 AES-2IVR(集中 )Line side E1 x 6PSTN PSTNE1x6 E1x3自动切换