Financial BPO challenge call center
However, facing the financial BPO market huge development space, was looking from the technical stratification plane that, at present by PBX, IVR, CTI and so on several part of constitution mainstream call centers has appeared somewhat lacks the ability to do what one would like, mainly displays in:
- high cost (pronunciation hardware equipment prices and so on board card, PBX switchboard expensive);
- realizes the distributional application with difficulty;
- realizes multimedia turning on with difficulty;
- disperser management causes the cost control difficulty increase.
These questions will restrict the financial BPO industry the further development.But uses technical construction and so on soft the exchange next generation call center (NGCC), can solve the present mainstream call center in to carry on in the financial BPO service some difficulties, can realize to the existing call center system smooth promotion, realization many kinds of new characteristics.
The NGCC call, the load bearing, the service, the control separation concept has guaranteed the call center distributed characteristic.The NGCC call center structure divides into four: The call distribution and the management level, the call key-course, the IP exchange level and the user turning on level, the use lamination structural design makes the call center the distribution characteristic to be very easy to realize.
NGCC used ACD (automatic call assigned) the mechanism to the telephone traffic resources (for example seats, IVR, CHAT, IM service and so on) carries on the unification to manage and to mix, causes the telephone traffic resources which originally in the geography and physics all dispersed to realize the entire net to integrate and to complete the unification highly to mix, telephone traffic by lowest allocation of cost to most appropriate seats.
NGCC based on VoIP and the H323 unification media and the network protocol as well as the international standard unification code form, like G.711, G.723, G.729, T.38, H.261 and so on, managed for many kinds of media unification and unifies mixes has provided the foundation and convenient.
NGCC will have many based on PBX (program controlled switch) the call center system will fuse in the existing call center system, this will be manifests this design economical superior key to be at.Through the ACD gateway, NGCC causes the traditional simulation seats and the newly built IP seats unification carries on the call distribution.
The call center unification each kind of media service request (PSTN, IP and the motion net) unifies VoIP the exchange network, meanwhile may the call center part software which processed many before need expensive hardware.Many before must use the expensive hardware support part all may now through the software realization: IP-IVR based on the software realization (traditional way is through DSP board card), the line machine also may through the software realization (traditional way be through PBX), but the telephone channel control also can realize (traditional way through the software is passes DSP board card).In the next generation call center, all telephone channels use the VoIP realization, implements the entire network the unification management and the distributional monitoring, thus can the further reduce the operation cost.
Because uses the H323/SIP standard agreement, NGCC may flows the voice and the pictorial information in VoIP RTP the synchronous processing, in addition other type digital data service, like CHAT, IM (immediate communication service), the E-mail service, the Web click digit dialing service and so on, these will all take the unification service request one kind of type or many kinds of type combination.
Four function entities
In order to realize the call center distributed characteristic and the multimedia characteristics, we divide into the architecture four function entities:
The call distribution and the management level are responsible for maintains each telephone traffic resources (for example IP telephone traffic seats, IP-IVR, IM and Web server) the current condition and through with the database connection maintenance customer historical telephone traffic information, accepts telephone traffic distribution request which SoftRoute sends out, decided distributes the telephone traffic most appropriate and on the consumption resources least telephone traffic resources.
The call key-course is responsible to receive the customer the service request which sends out from the media gateway and the IP telephone, and to the SoftACD transmission, carries out the telephone traffic distribution instruction which SoftACD sends out, simultaneously, informs the telephone traffic resources change of state SoftACD.
The IP network exchange level completes the VoIP pronunciation package of and the control signal transmission.At present each place constructs the broadband networks and the metropolitan area network construction already could provide grade of service (QoS) the guarantee.
The user turning on level either moves through the media gateway the PSTN network GSM or the CDMA network customer service request unification turns on in the IP network.The user also may turns on in directly the call center system through the IP telephone or the multimedia soft telephones.The partial customers also may chat the tool through the text to turn on the call center.
In telephone traffic resources turning on level, all telephone traffic resources including IP multimedia seatses, IP-IVR (based on VoIP IVR system), IM and Web server, IP-IFR (based on VoIP IFG system), video frequency server and so on, but also includes through the VoIP gateway and TDM ACDGate the turning on traditional PCM seats and PCM the IVR system.
Looked from the lamination structure that, the typical telephone traffic flow is: PSTN (public exchange telephone) the user dials local in the city the unification turning on number, the media gateway is connected it with the PSTN network, through SS7, SS1 or the ISDN signaling accepts the call, and transforms this call tallies the H323 agreement and the RTP agreement call requested, the media gateway IP-IVR system will confirm the customer number through the prompt sound collection customer information and with the central data central connection; Then the telephone traffic is unified delivers the third SoftRoute call key-course, the call key-course calls the information to carry on the extraction and the reorganization, distributes the level to the SoftACD call to send out the request; SoftACD will rest on the current telephone traffic information and the data central recording user history information decided which most appropriate telephone traffic resources will be supposed to call distributes, and will send out the response to SoftRoute; After SoftRoute will receive the response with the telephone traffic resources which will assign connects through the H323 agreement and the RTP agreement the telephone traffic.By now, operator's screen demonstrated and the customer correlation this and the historical telephone conversation related information, the operator may accept the service request and with the customer telephone conversation.
Fusion electronic commerce
In past several years, the Internet let the mass datas apply immediately in the trade activity into possibly, the customer also suddenly had the more communication way to carry on the trade activity.Has caused the pronunciation and the data based on the standard and the opening technology already is comprehensive the trend fusion, but fuses the focal point was the call center.
NGCC mainly is walks road of the fusion.On the one hand is the call center internal fusion, like shouts into the platform with to exhale the platform the comprehensive fusion, the customer service and the increment service fusion and so on.The next generation call center software function further will separate with the support hardware, through certain simple definitions, the enterprise might provide very many careful diverse, the goal for the customer strong, the drawing close to demand service.In all is engaged in the financial BPO service in the enterprise value chain, the user material database will be the profit point of growth which extremely precious also will be unable to substitute, technologies and so on data warehouse, data mining generally is applied, the system will be automatic gathers reorganizes the related information which will shout into through the user obtains, when will exhale the marketing will perform to use properly.Shouts into the platform and as the service exhales the platform realization seamless connection as the marketing, unifies closely.To is engaged in financial BPO the enterprise, will exhale the marketing the proportion to increase, this also will be the financial BPO service development way that must be taken.
On the other hand, the most important fusion is the call center omni-directional and the financial customer enterprise's organization fusion.The call center extension extremely will expand, its antenna will extend to financial enterprise operation each link, will involve the enterprise the technical support, the market development, even will enter the enterprise the decision-making strata.Comes from the call center operation data, the service target data and the customer suit and so on, will become the financial enterprise policy-makers to appraise the enterprise grade of service, the operation efficiency important reference, will become the enterprise operation the auxiliary policy-making basis.
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