呼叫中心企业从四个方面考虑用户需求
作者：admin 来源：本站 发布时间：2017-10-30 14:57:37
呼叫中心企业只有在用户需求明晰的情况下，我们才能更好的分析用户需要的系统功能，需求的不明确可能导致功能很大的偏差，造成功能上无法满足用户的需要，在考虑用户功能需求时，主要应该从以下4个方面入手 ：
Call center business only in the user needs clear, functional analysis of the system users can we need better, the demand is not clear function may lead to great deviation caused by the function can not meet the needs of users, in considering the functional needs of the user, should be mainly from the following 4 aspects:
呼叫中心网络及安全管理分析：
Analysis of call center network and security management:
此部分重点考虑进行网络性能管理、网络配置管理、系统安全防范、数据备份与恢复、系统容灾管理等的需求。
This section focuses on the network performance management, network configuration management, system security, data backup and recovery, system disaster management and so on.
呼叫中心系统业务处理及管理分析：
Service processing and management analysis of call center system:
此部分重点考虑应用业务逻辑的处理和调度需求，考虑向客服系统的使用者提供所有业务层面的应用功能，并通过通信服务代理与数据库和外部系统打交道。它包括座席桌面应用子系统、业务逻辑处理子系统、运营管理子系统和通讯服务子系统，分别实现座席桌面应用、业务逻辑处理、应用管理和通讯等的需求。
This part focuses on processing and scheduling requirements of application business logic, consider providing application function of all service level to the customer service system for users, and through the communication service agent with database and dealing with external systems. It includes the agent desktop application subsystem, business logic processing subsystem, management subsystem and communication subsystem service, realize the agent desktop applications, business logic processing, application management and communication needs.
呼叫中心接入系统分析：
Analysis of call center access system:
此部分重点考虑用户的呼叫接入和呼出、呼叫转接处理需求，分析提供电话、传真、信函、Web、EMAIL、WAP、短信、视频等方式的接入选择。考虑分析用户呼叫要求和数据，将该数据传递给业务处理和业务管理系统，同时接收业务处理和业务管理系统的交换请求，对各种电话交换资源、语音资源、传真资源、座席资源等进行统一管理和调度分配，进行呼叫的排队和交换。
This section focuses on the user's call access and call out, call forwarding processing needs, analysis of telephone, fax, letters, Web, EMAIL, WAP, SMS, video and other access options. Analysis of user requirements and call data, the data will be transferred to the business processing and business management system, at the same time receiving exchange business processing and business management system for all kinds of requests, telephone exchange resources, voice resources, resources, resources such as fax seats for unified management and scheduling, queuing and switching call.
呼叫中心平台数据存储及分析分析：
Data storage and analysis of call center platform:
此部分重点考虑系统中的大部分重要数据存储的需求，并对这些数据进行数据库层的处理；同时利用数据挖掘和数据仓库的技术提供OLAP数据分析处理、数据挖掘等操作的需求。它一般包括数据存储处理子系统、数据分析中心子系统两个部分。
In this part, considering the most important data in the storage system needs, and deal with the database layer of these data; demand at the same time the use of data mining and data warehouse technology provides OLAP data analysis and processing, data mining and other operations. It generally consists of two parts: data storage processing subsystem and data analysis center subsystem.
希望上述介绍对您有所帮助哦，我们以真诚贴近客户，以行动满足客户，以双赢保有客户，以个性引领客户，您的满意是我们最大的追求。
Hope that the above introduction to help you, oh, we sincerely close to customers, to meet the needs of customers, to win win customers, personality to lead customers, your satisfaction is our greatest pursuit.
Call center business only in the user needs clear, functional analysis of the system users can we need better, the demand is not clear function may lead to great deviation caused by the function can not meet the needs of users, in considering the functional needs of the user, should be mainly from the following 4 aspects:
呼叫中心网络及安全管理分析：
Analysis of call center network and security management:
此部分重点考虑进行网络性能管理、网络配置管理、系统安全防范、数据备份与恢复、系统容灾管理等的需求。
This section focuses on the network performance management, network configuration management, system security, data backup and recovery, system disaster management and so on.
呼叫中心系统业务处理及管理分析：
Service processing and management analysis of call center system:
此部分重点考虑应用业务逻辑的处理和调度需求，考虑向客服系统的使用者提供所有业务层面的应用功能，并通过通信服务代理与数据库和外部系统打交道。它包括座席桌面应用子系统、业务逻辑处理子系统、运营管理子系统和通讯服务子系统，分别实现座席桌面应用、业务逻辑处理、应用管理和通讯等的需求。
This part focuses on processing and scheduling requirements of application business logic, consider providing application function of all service level to the customer service system for users, and through the communication service agent with database and dealing with external systems. It includes the agent desktop application subsystem, business logic processing subsystem, management subsystem and communication subsystem service, realize the agent desktop applications, business logic processing, application management and communication needs.
呼叫中心接入系统分析：
Analysis of call center access system:
此部分重点考虑用户的呼叫接入和呼出、呼叫转接处理需求，分析提供电话、传真、信函、Web、EMAIL、WAP、短信、视频等方式的接入选择。考虑分析用户呼叫要求和数据，将该数据传递给业务处理和业务管理系统，同时接收业务处理和业务管理系统的交换请求，对各种电话交换资源、语音资源、传真资源、座席资源等进行统一管理和调度分配，进行呼叫的排队和交换。
This section focuses on the user's call access and call out, call forwarding processing needs, analysis of telephone, fax, letters, Web, EMAIL, WAP, SMS, video and other access options. Analysis of user requirements and call data, the data will be transferred to the business processing and business management system, at the same time receiving exchange business processing and business management system for all kinds of requests, telephone exchange resources, voice resources, resources, resources such as fax seats for unified management and scheduling, queuing and switching call.
呼叫中心平台数据存储及分析分析：
Data storage and analysis of call center platform:
此部分重点考虑系统中的大部分重要数据存储的需求，并对这些数据进行数据库层的处理；同时利用数据挖掘和数据仓库的技术提供OLAP数据分析处理、数据挖掘等操作的需求。它一般包括数据存储处理子系统、数据分析中心子系统两个部分。
In this part, considering the most important data in the storage system needs, and deal with the database layer of these data; demand at the same time the use of data mining and data warehouse technology provides OLAP data analysis and processing, data mining and other operations. It generally consists of two parts: data storage processing subsystem and data analysis center subsystem.
希望上述介绍对您有所帮助哦，我们以真诚贴近客户，以行动满足客户，以双赢保有客户，以个性引领客户，您的满意是我们最大的追求。
Hope that the above introduction to help you, oh, we sincerely close to customers, to meet the needs of customers, to win win customers, personality to lead customers, your satisfaction is our greatest pursuit.
