CN103246989A - Cloud-computing-based crazy telesale system - Google Patents
Cloud-computing-based crazy telesale system Download PDFInfo
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- CN103246989A CN103246989A CN 201310174633 CN201310174633A CN103246989A CN 103246989 A CN103246989 A CN 103246989A CN 201310174633 CN201310174633 CN 201310174633 CN 201310174633 A CN201310174633 A CN 201310174633A CN 103246989 A CN103246989 A CN 103246989A
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Abstract
The invention is mainly dominated by computer software technology, combines technologies of networking, communication, telephone, database and the like, and designs and develops cloud-computing-architecture-based application software for an enterprise to carry out telemarketing and customer relationship management. The innovate points of the crazy telesale system (CTS) are that the realization of particular private cloud inside the enterprise is designed, enterprise data are stored inside the enterprise, while service such like telephone is realized by a cloud system, by adopting the design of the CTS, the security of the enterprise data is ensured, and cloud resources are fully used, so that on the premise of saving investment of the enterprise, the promotion of the telemarketing businesses of the enterprise can be more flexible, convenient and efficient.
Description
Technical field
The invention belongs to electronic information technical field, mainly based on computer software technology, and combine technology such as network, communication, phone, database, and that designs and research and develop is a kind of based on the cloud computing architectural framework, and To enterprises are carried out the application software of telemarketing, customer relation management.
Background technology
The telemarketing system is for enterprise sets up an interactive marketing center, with pre-sales, mid-sales, each link combines and the client carries out man-to-man marketing mode after sale.After China's entry into the WTO, every profession and trade incorporated business is faced with more and more drastic competition, but traditional marketing methods have not more and more caught up with the requirement of modern market competition.In order further to promote service marketing efficient and maintenance, developing client, new service behave---telemarketing of the numerous and confused release of each operation enterprise.Telemarketing can allow enterprise pass through the communication technologys such as phone, fax, realize planned and organized and enlarge customer base expeditiously, improve customer satisfaction, safeguard the gimmick of the market behaviors such as client, for the client provide such as new business return visit, active marketing, red-letter day birthday greetings, complain all kinds of services such as satisfaction return visit, dun and notice.From actual development condition in recent years, the telemarketing center initiatively communication strengthened to a great extent between enterprise and the client of outgoing call service contacts, and has strengthened the specific aim of service.
But, along with increasing of client's quantity and marketing representative, thereby cause as workload is big, the dialing mistake is many, inefficiency, management level do not catch up with and the marketing that causes thus represents problems such as mood is influenced, forget in addition with client's communication process in the customer information understood, this will become improve service quality, the bottleneck of work efficiency; Simultaneously, along with the continuous increase of enterprise phone marketing center effect and the continuous expansion of scale, the operation costs at telemarketing center also increase sharply.So how improving the efficiency of operation at telemarketing center and cutting operating costs has also become pendulum another major issue in face of enterprise.If can reasonably set up one simply, telemarketing system efficiently, give full play to its automatic service function, not only can increase substantially enterprise work efficiency, make things convenient for managerial personnel that marketing representative is managed, more can reduce the cost of artificial marketing representative, this also will be that enterprise raises the efficiency the effective ways that reduce cost.
In recent years, development along with the internet bandwidth, VoIP(Voice Over Internet Protocol) technology and application are also more and more ripe, call by VoIP, not only can largely reduce communications cost, and concerning the user, as long as a computer is arranged and can connect the internet, just can carry out the telemarketing service at any time, allow business carry out flexibly, simple, the telemarketing business just can be carried out in business personnel even the inside of being in, and telemarketing has more and more become enterprise and carried out one of first-selection of marketing.
The present invention is mainly concerned with a novel telemarketing system software and (is called for short: CTS), and basic CRM(Customer Relationship Management) function, different with many telemarketings system, the CTS system is except the structure system that adopts cloud computing, the place of main innovation, the function that is the privately owned cloud of a kind of user realizes, the technology of the privately owned cloud of this user realizes being different from traditional privately owned cloud again with function, it is that database is based upon enterprises, the information that comprises customer data is not beyond the clouds in the database of system.And the enterprise marketing data, customer data wherein, enterprise key secret often, if be put in the data of high in the clouds system, enterprise is often worried very much, perhaps can abandon using such telemarketing pattern.And the privately owned cloud of user has solved top such problem, can allow enterprise feel at ease, and be sure of not leaking and safety of customer data, carries out the telemarketing service energetically.
Summary of the invention
Description of drawings: Fig. 1 is network topological diagram in the CTS system house; Fig. 2 is CTS system software module figure; Fig. 3 is CTS system network architecture figure.
The invention belongs to a kind of application systems software and applied business thereof and dispose, summary of the invention of the present invention mainly comprises four parts: the privately owned cloud of the user of CTS system and application thereof; The software module of CTS system and workflow thereof; The CTS system attends a banquet and holds software work principle and realization thereof; The application deployment of CTS system and implementation procedure thereof.To describe respectively below.
The privately owned cloud of the user of CTS system and application thereof:
The CTS system except the unified high in the clouds platform of sharing, each terminal user, just each enterprise also needs to install a cover client software.Client software mainly comprises service management software, attend a banquet outgoing call software and database three parts.Wherein function is as follows respectively:
Service management software: general cause service management personnel operate, and main realization is created and attended a banquet, imports functions such as customer data, customer information management, distribution outgoing call task, statistical query;
The outgoing call software of attending a banquet: attend a banquet, marketing personnel just, major function is opened outgoing call task, phone outgoing call, outgoing call information and outcome record etc.;
Database: database is mainly stored information such as customer data, call record, can be installed on any computer of enterprise;
Above software is installed in respectively on the computer of enterprises, just forms a LAN (Local Area Network), as shown in Figure 1.Be internal network of enterprise among Fig. 1, and phone outgoing call wherein is the mode by the internet, just voip technology through the system in high in the clouds, is dialed client's landline telephone or mobile phone.On structure, the telemarketing systemic-function comprises customer account management and phone call functions, the realization of phone call functions so, it is the system handles by high in the clouds, and customer account management, then be to realize in enterprises, and the customer account management of enterprises, be exactly a privately owned cloud of user and application thereof, when not having phone to breathe out, for example customer data arrangement, statistical query etc. work, all be independent of the operation of high in the clouds system, and these functions realize, take existing enterprise computer resource to get final product, and each professional employee's computer can be realized the outgoing call work of attending a banquet.The technology of breathing out as for phone realizes, the outgoing call software of attending a banquet adopts the softphone client based on Session Initiation Protocol, on network registry soft switching server beyond the clouds, and the function of institute's realization phone, all by the soft switching server in high in the clouds, finish according to the instruction of client.
The software module of CTS system and workflow thereof: the software architecture of CTS system, by a plurality of relatively independent, the software function module that organically combines is formed again, fully take into account taking, carry out efficient, being easy to principles such as deployment, maintainability and economy of resource in design, adopt distributed modular software structure, its software module structure as shown in Figure 2.As can be seen from Figure 2, the CTS system software module mainly comprises following four parts:
1, application and service management module (ABM)
The ABM module mainly realizes service management function, comprises professional application, customizes, opens, work such as traffic assignments, statistics, inquiry.The user can carry out the ABM functions of modules by the web server, and the ABM module realizes checking and the storage of data by writing with the BDM module;
2, charging and database management module (BDM)
The BDM module mainly realizes the operation of billing function and database, and billing function mainly is the charging of conversing when whenever taking on the telephone outgoing call, can be charge unit according to 6 seconds or per minute, sets rate;
3, phone control center module (TCC)
The TCC module mainly realizes the support function of phone outgoing call service, is optimized and realizes to possess telephone service supporting commonly used on the soft switching server basis;
4, phone outgoing call service module (OCS)
The OCS module is initiation and the termination of operation phone outgoing call service order, and the OCS module is sent to the TCC module with the related telephone command information, and the execution of concrete phone action is by the TCC resume module.
Above CTS each software module structure of system and calling each other and logical relation, guarantee that system is when concrete operation, can be according to professional scale, the concurrent exhalation amount of phone for example, dynamically dispose and safeguard, comprise the increase number of servers, automatically distribute and call out route etc., can't influence carrying out and the entire system operation of existing business, and concerning the client, need not to be concerned about the high in the clouds system, only need in enterprises with minimum cost, the professional scale of maximized deployment, as set up a plurality of exhalation and attend a banquet, a large amount of telemarketing business carried out fast.
The CTS system attends a banquet and holds software work principle and realization thereof:
The end Software deployment is attended a banquet in enterprises by the CTS system, mainly realizes the outer calling function of phone.This end software of attending a banquet mainly comprise open plan target, three partial functions such as the outcome record of calling, market, be described below respectively:
1, opens plan target
Attend a banquet after running software and the login of attending a banquet, at first will open a plan target, this plan target is distributed by service management person, mainly is a collection of customer data.For the marketing data of outgoing call, manually do not import by attending a banquet.And attend a banquet open this plan target after, the customer data that breathe out just is presented on the core of software interface, next is about to call out these clients;
2, call
Attend a banquet and call, only need mouse click-to-dial button, phone is breathed out automatically, connects the client, attends a banquet by the headset of wearing, and converses with the client, carries out marketing service.The end if this is taken on the telephone, it is next only to need mouse to click, click-to-dial then, software is just dialed next customer phone automatically, by that analogy;
3, marketing outcome record
Attend a banquet put through each again and take on the telephone after, by with client's communication result, can carry out a record to this result that markets.Record comprises two parts, the one, and fast recording, by one in mouse click " inconvenience " indifferent to " having a mind " buttons such as " successes ", system will record this result, to calling out result's statistics and follow-up follow-up; In addition, attending a banquet also can be with the mode of message, this marketing situation of record that can be concise and to the point or user feedback etc.
Above function has taken into full account characteristics such as the availability that the dirigibility of operating, information record, exhalation efficient when software designs, have originality.Especially phone is breathed out, and based on voip technology, concerning the client, need not extra equipment and circuit, can easily carry out the telemarketing business, and communications cost is also low, has saved the input of enterprise to a great extent.
The application deployment of CTS system and implementation procedure thereof:
The operation of CTS system is built the high in the clouds system platform by the application service provider usually, except hardware resources such as server, also will guarantee enough communication lines, satisfies a large amount of phones from the client of attending a banquet and breathes out.And for some enterprises, only need in enterprises corresponding enterprises end software to be installed, connect online, just can carry out telemarketing at any time and serve.
The application deployment of CTS system as shown in Figure 3.The as can be seen from Figure 3 whole application deployment synoptic diagram of system, the enterprises marketing system is a relatively independent Customer Relationship Management Services, concerning the telemarketing system of whole cloud computing system, is exactly a privately owned cloud of enterprises; System general trustship in high in the clouds is in the machine room of operator, and the telephone network of access carrier.Marketing system inserts the high in the clouds system by the internet in the enterprise, realizes whole telephony features by the high in the clouds system.
Carry out and dispose for the sales service of a creation of new enterprise, roughly by following step:
1, professional application
Enterprise carries out the telemarketing business, need to file an application to the application service provider, the application service provider examine by after, can provide and license to enterprise, authorize the quantity that mainly comprises seat personnel;
2, software is installed
Enterprise can download enterprises end software in the application service provider website, and gives and installation respectively according to business function, and the end software of wherein attending a banquet need be installed on each marketing personnel's the computer, and guarantees that computer is equipped with headset;
3, commence business
The operation that business is carried out, mainly by two parts, one is the service management personnel, carries out operations such as customer data management, distribution, statistics, outgoing call is attended a banquet according to the task of appointment, beginning telemarketing service.
For enterprise, also has optional far-end function of attending a banquet.Far-end is attended a banquet and is similar to the end software of attending a banquet of enterprises, is convenient to the telemarketing personnel no longer during enterprises, can at any time connect the internet, as at home, just can carry out the telemarketing service.With some the different place of software of attending a banquet in the enterprise, the attend a banquet customer data data of software of far-end is interview at this far-end entrained lane database of software self of attending a banquet, and these data can be by the mode of Outside Mail, keep synchronously with inside data of enterprise, other software and business function all are consistent.
Claims (4)
1. CRM and telemarketing system software based on a cloud computing, it is characterized in that: Design of System Software based on dirigibility, carry out efficient, be easy to principles such as deployment, economy, each software module of system is separate organically to be coordinated again each other, and overall performance is good.
2. according to a kind of CRM and telemarketing system software based on cloud computing under the claim 1, it is characterized in that: the privately owned cloud of the user of system and application thereof, guarantee client's not leaking and security of data of marketing.
3. according to a kind of CRM and telemarketing system software based on cloud computing under the claim 1, it is characterized in that: system attends a banquet and holds software work principle and realization thereof, guarantees that professional execution efficient is high and saves communications cost.
4. according to a kind of CRM and telemarketing system software based on cloud computing under the claim 1, it is characterized in that: the application deployment of system and implementation procedure thereof, guarantee that enterprise can carry out the telemarketing business at any time.
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106941576A (en) * | 2017-03-28 | 2017-07-11 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN107392450A (en) * | 2017-07-07 | 2017-11-24 | 山东御银智慧金融设备有限公司 | Corporate client marketing intellectualized management system based on cloud computing |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN113643050A (en) * | 2021-08-30 | 2021-11-12 | 南方电网数字电网研究院有限公司 | Power grid data marketing management system |
-
2013
- 2013-05-13 CN CN 201310174633 patent/CN103246989A/en active Pending
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106941576A (en) * | 2017-03-28 | 2017-07-11 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN106941576B (en) * | 2017-03-28 | 2019-05-10 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN107392450A (en) * | 2017-07-07 | 2017-11-24 | 山东御银智慧金融设备有限公司 | Corporate client marketing intellectualized management system based on cloud computing |
| CN107392450B (en) * | 2017-07-07 | 2020-12-01 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
| CN112668922A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
| CN112668914A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Customer marketing management system based on cloud computing |
| CN112734374A (en) * | 2017-07-07 | 2021-04-30 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN113643050A (en) * | 2021-08-30 | 2021-11-12 | 南方电网数字电网研究院有限公司 | Power grid data marketing management system |
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Application publication date: 20130814 |