CN103679493A - CRM (Cloud Computation Architecture) and telemarketing system based on cloud computation - Google Patents

Abstract

Application software which is used by an enterprise for telemarketing and customer relationship management based on a cloud computation architecture is designed and developed in the invention, wherein a computer software technology is used as a main technology, and the technologies of network, communication, telephone, database and the like are combined. The innovations lie in that the realization of a special private cloud in the enterprise is designed, enterprise data are saved in the enterprise, and the services about the telephone and the like are realized by a cloud-side system. The design method not only ensures the confidentiality of the enterprise data, but also fully utilizes the resources of the cloud side. The telemarketing business can be flexibly, conveniently and efficiently carried out by the enterprise under the condition of saving the investment of the enterprise.

Description

A kind of CRM and telemarketing system based on cloud computing

Technical field

The invention belongs to electronic information technical field, mainly take computer software technology as main, and combine network, communication, phone, database technology, and that designs and research and develop is a kind of based on cloud computing architectural framework, and To enterprises are carried out the application software of telemarketing, customer relation management.

Background technology

Telemarketing system is to be interactive marketing center of enterprise, and by pre-sales, mid-sales, links combines after sale, and client carries out man-to-man marketing mode.After China's entry into the WTO, every profession and trade incorporated business is faced with more and more fierce market 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 efficiency and maintenance, developing client, the numerous and confused release of each an operation enterprise new service measure---telemarketing.Telemarketing can allow enterprise pass through the communication technologys such as phone, fax, realize planned and organized and expand expeditiously customer base, improve customer satisfaction, safeguard the gimmick of the market behaviors such as client, for client provides such as new business return visit, active marketing, red-letter day/birthday greetings, complains all kinds of services such as satisfaction return visit, dun and notice.From actual development condition in recent years, the communication that initiatively outgoing call service has been strengthened between enterprise and client to a great extent of telemarketing center contacts, and has strengthened the specific aim of service.

But, along with increasing of customer quantity and marketing representative, thereby cause as workload is large, dialing mistake is many, inefficiency, management level do not catch up with and the marketing that causes thus represents the 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; Meanwhile, 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 Bai enterprise another major issue in front.If can reasonably set up simple, an efficient telemarketing system, give full play to its automatic service function, not only can increase substantially enterprise work efficiency, facilitate managerial personnel to manage marketing representative, the cost that more can reduce artificial marketing representative, Zhe Yejiangshi enterprise raises the efficiency the effective ways that reduce costs.

In recent years, development along with Internet bandwidth, VoIP(Voice Over Internet Protocol) technology and application are also more and more ripe, by VoIP, call, not only can largely reduce communications cost, and concerning user, as long as have a computer and can connect internet, just can carry out at any time telemarketing service, allow business carry out flexibly, simple, inside business personnel is even in, just can carry out telemarketing business, telemarketing has more and more become enterprise and has 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 from many telemarketing systems, CTS system is except adopting the structure system of 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 with function and is different from again traditional privately owned cloud, it is in enterprises by Database, the information that comprises customer data, beyond the clouds in the database of system.And the marketing data of enterprise, customer data wherein, enterprise key is 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 such problem above, Ke Rang enterprise feels at ease, and be sure of not leaking and safety of customer data, Efforts To Develop telemarketing service.

Summary of the invention

Accompanying drawing explanation: Fig. 1 is network topological diagram in CTS system house; Fig. 2 is CTS system software module figure; Fig. 3 is the CTS system end software function interface figure that attends a banquet; Fig. 4 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 user and the application thereof of CTS system; The software module of CTS system and workflow thereof; CTS system is attended a banquet and is held 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 user and the application thereof of CTS system:

CTS system except unified shared high in the clouds platform, each terminal user, namely each enterprise, also needs to install a set of 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, main realization creates attends a banquet, imports the 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 namely, major function is opened outgoing call task, phone outgoing call, outgoing call information and outcome record etc.;

Database: database is mainly stored the information such as customer data, call record, can be arranged on any computer of enterprise;

Above software is arranged on respectively on the computer of enterprises, namely forms a LAN (Local Area Network), as shown in Figure 1.Internal network of Tu1Zhong Shi enterprise, and phone outgoing call wherein, be the mode by internet, and namely voip technology, through the system in high in the clouds, dials client's landline telephone or mobile phone.Structure, telemarketing systemic-function comprises customer account management and phone call functions, the realization of phone call functions so, to process by the system in high in the clouds, and customer account management, 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 arranges, statistical query etc. work, all be independent of high in the clouds system operation, and these functions realize, take existing enterprise computer resource, each business 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 the phone of realizing, all, by the soft switching server in high in the clouds, according to the instruction of client, complete.

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 organically combining again forms, fully take into account in design the taking of resource, execution efficiency, be easy to the principles such as deployment, maintainability and economy, adopt distributed modular software structure, its software module structure as shown in Figure 2.As can be seen from Figure 2, CTS system software module mainly comprises following four parts:

1, application and service management module (ABM)

ABM module mainly realizes service management function, comprise business application, customize, open, the work such as traffic assignments, statistics, inquiry.User can carry out ABM functions of modules by web server, and ABM module, by writing with BDM module, realizes checking and the storage of data;

2, charging and database management module (BDM)

BDM module mainly realizes the operation of billing function and database, and billing function is mainly the charging of conversing when often 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)

TCC module mainly realizes the support function of phone outgoing call service, is optimized and realizes on soft switching server basis, possesses conventional telephone service supporting;

4, phone outgoing call service module (OCS)

OCS module is initiation and the termination of operation phone outgoing call service order, and OCS module is sent to TCC module by related telephone command information, and the execution of concrete phone action, by TCC resume module.

Above each software module structure of CTS system and calling each other and logical relation, guarantee that system is when concrete operation, can be according to business scale, the concurrent exhalation amount of phone for example, carry out Dynamical Deployment and maintenance, comprise increase number of servers, automatically distribute call routing etc., can't affect carrying out and entire system operation of existing business, and concerning client, without being concerned about high in the clouds system, only need be at minimum cost for enterprises, maximized deployment business scale, as set up a plurality of exhalation and attend a banquet, a large amount of telemarketing business carried out fast.

CTS system is attended a banquet and is held software work principle and realization thereof:

CTS system is attended a banquet end Software deployment in enterprises, mainly realizes the outer calling function of phone.This attend a banquet end software mainly comprise open plan target, three partial functions such as outcome record of calling, market, its software function interface as shown in Figure 3, is described below respectively:

1, open plan target

Attend a banquet running software and attend a banquet login after, first to open a plan target, this plan target is distributed by service management person, is mainly a collection of customer data.For the marketing data of outgoing call, by attending a banquet, manually do not input.And attend a banquet, open after this plan target, the customer data that breathe out, is just presented on the core of software interface, is next 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 client, attends a banquet by the headset of wearing, and converses with client, carries out marketing service.The end if this is taken on the telephone, only needs mouse to click next, click-to-dial then, and software is beaten next customer phone with regard to automatic poking, by that analogy;

3, marketing outcome record

After attending a banquet and putting through again each and take on the telephone, by the communication result with client, can carry out a record to this result of marketing.Record comprises two parts, the one, and fast recording, clicks in the buttons such as " inconvenience " indifferent to " having a mind " " success " by mouse, and system will record this result, to calling out result statistics and follow-up follow-up; In addition, attending a banquet also can be in the mode of message, can be concise and to the point record this marketing situation or user feedback etc.

Above function when Software for Design, has taken into full account the dirigibility of operation, the features such as the availability of information recording, exhalation efficiency have originality.Especially phone is breathed out, and based on voip technology, concerning client, without extra equipment and circuit, can easily carry out telemarketing business, and communications cost is also low, has saved to a great extent the input of enterprise.

The application deployment of CTS system and implementation procedure thereof:

The operation of CTS system, builds high in the clouds system platform by application service provider conventionally, except the hardware resources such as server, also will guarantee enough communication lines, meets a large amount of phones from the client of attending a banquet and breathes out.And for some enterprises, only need corresponding enterprises end software be installed in enterprises, and connect online, just can carry out at any time telemarketing and serve.

The application deployment of CTS system as shown in Figure 4.As can be seen from Figure 4 the whole application deployment schematic diagram of system, 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.In enterprise, marketing system, by access high in the clouds, internet system, realizes whole telephony features by high in the clouds system.

For the sales service of a creation of new enterprise, carry out and dispose, roughly by following step:

1, business application

Enterprise carries out telemarketing business, need file an application to application service provider, and application service provider examines by rear, can provide and license to enterprise, authorizes the quantity that mainly comprises seat personnel;

2, mounting software

Enterprise can download in application service provider website enterprises end software, and gives and installation respectively according to business function, and the end software of wherein attending a banquet need to be arranged on each marketing personnel's computer, and guarantees computer accessory headset;

3, commence business

The operation that business is carried out, mainly by two parts, one is service management personnel, carries out the operations such as customer data management, distribution, statistics, outgoing call is attended a banquet according to the task of appointment, starts telemarketing service.

For enterprise, also has the 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 telemarketing personnel no longer during enterprises, can at any time connect internet, as at home, just can carry out telemarketing service.From some the different place of software of attending a banquet in 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 synchronizeing with inside data of enterprise, other software and business function are all consistent.

Claims (4)

1. CRM and the telemarketing system software based on cloud computing, it is characterized in that: Design of System Software based on dirigibility, execution efficiency, be easy to the 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. the CRM based on cloud computing and a telemarketing system software, is characterized in that: the privately owned cloud of user and the application thereof of system, guarantee client's not leaking and security of data of marketing.

3. the CRM based on cloud computing and a telemarketing system software, is characterized in that: system is attended a banquet and held software work principle and realization thereof, guarantees that business execution efficiency is high and save communications cost.

4. the CRM based on cloud computing and a telemarketing system software, is characterized in that: the application deployment of system and implementation procedure thereof, guarantee that enterprise can carry out telemarketing business at any time.

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