WO2015196579A1 - 一种云联络中心及联络中心的云化方法 - Google Patents

一种云联络中心及联络中心的云化方法 Download PDF

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Publication number
WO2015196579A1
WO2015196579A1 PCT/CN2014/086552 CN2014086552W WO2015196579A1 WO 2015196579 A1 WO2015196579 A1 WO 2015196579A1 CN 2014086552 W CN2014086552 W CN 2014086552W WO 2015196579 A1 WO2015196579 A1 WO 2015196579A1
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service
enterprise
cloud
contact center
access
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PCT/CN2014/086552
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English (en)
French (fr)
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于谋山
叶伟
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中兴通讯股份有限公司
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Priority to US15/321,187 priority Critical patent/US20170171038A1/en
Priority to EP14895743.4A priority patent/EP3163842A4/en
Publication of WO2015196579A1 publication Critical patent/WO2015196579A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5058—Service discovery by the service manager
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42136—Administration or customisation of services
    • H04M3/42153—Administration or customisation of services by subscriber
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/50—Allocation of resources, e.g. of the central processing unit [CPU]
    • G06F9/5061—Partitioning or combining of resources
    • G06F9/5072—Grid computing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5041—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the time relationship between creation and deployment of a service
    • H04L41/5051—Service on demand, e.g. definition and deployment of services in real time
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

Definitions

  • the invention relates to the field of cloud services, in particular to a cloud contact method of a cloud contact center and a contact center.
  • At least the technical problem to be solved by the embodiments of the present invention is to provide a cloudization method for a cloud contact center and a contact center, which can reduce the cost of opening a contact center, and facilitate the user to contact the enterprise.
  • an embodiment of the present invention provides a cloud contact center, including:
  • Access to the cloud set to provide services for enterprises to apply for access accounts of multiple interactive platforms
  • the service cloud records the access account that the enterprise has applied for, and is set to provide the user with the service of querying the access account of multiple interactive platforms applied by the enterprise;
  • the platform cloud is configured to provide a service for the enterprise to allocate the contact center service to the access account of the plurality of interactive platforms that have been applied for, so that the user can establish contact with the corresponding enterprise's applied access account through multiple interactive platforms. Corresponding contact center service.
  • the contact center service includes a manual service; the cloud contact center further includes:
  • Sitting on the cloud, having multiple seats, is set to provide the enterprise with a service that binds the communication terminal of the agent to the agent;
  • the platform cloud specifically provides the enterprise with the service of assigning the manual service to the access account that the enterprise has applied for, and the service of binding the application account that the enterprise has been assigned with the application to the agent of the agent cloud, and configuring the user and the service A service in which a company that has been assigned a manual service has applied for an access account to contact the queuing strategy required.
  • the contact center service includes self-service
  • the platform cloud specifically provides the enterprise with the service of assigning the self-service to the account that the enterprise has applied for, and the service of configuring the self-service process.
  • the interactive platform includes: a physical phone, a soft phone, and a network communication application.
  • the platform cloud also provides services to the enterprise to monitor the operation of the contact center service and to report the operation of the contact center service.
  • an embodiment of the present invention further provides a clouding method of a contact center, including:
  • the contact center service includes a manual service; the method further includes:
  • Services that provide enterprises with access accounts that assign contact center services to a variety of interactive platforms that have been applied include:
  • the contact center service includes self-service
  • Services that provide enterprises with access accounts that assign contact center services to a variety of interactive platforms that have been applied include:
  • the interactive platform includes: a physical phone, a soft phone, and a network communication application.
  • the above method further comprises:
  • It also provides services to monitor the operation of contact center services and to report on the operation of contact center services.
  • the solution of the present invention centrally manages the contact center services of different interactive platforms, thereby saving the operating cost of the enterprise.
  • the solution of the present invention is convenient for the user to know the access account of the enterprise for different interactive platforms, and allows the user to select a suitable interactive platform to obtain a suitable contact center service.
  • FIG. 1 is a schematic structural diagram of a cloud contact center of the present invention
  • FIG. 2 is a schematic diagram showing the steps of opening a contact center service based on the cloud contact center of the present invention
  • FIG. 3 is a schematic diagram of steps of obtaining a contact center service based on the cloud contact center of the present invention
  • FIG. 4 is a schematic diagram showing the steps of a clouding method of a contact center according to the present invention.
  • An embodiment of the present invention provides a cloud contact center, as shown in FIG. 1, including:
  • the access cloud 11 is configured to provide services for enterprises to apply for access accounts of multiple interactive platforms.
  • the access cloud includes multiple interfaces of the interactive platform server.
  • the enterprise personnel can access the server of the interactive platform through the interface to apply for an access account.
  • the enterprise personnel can apply for the WeChat access account through the interface of the WeChat server.
  • You can apply for a physical phone account through the interface of the telecom service server.
  • the service cloud 12 records the access account that the enterprise has applied for, and is set to provide the user with the service of querying the access accounts of multiple interactive platforms applied by the enterprise.
  • the service cloud centrally records the access accounts of different interactive platforms opened by the enterprise. Through the service cloud, users can know the contact information that enterprises set up on different interactive platforms. Illustratively, the service cloud can provide query services to users via web pages or specific applications.
  • the platform cloud 13 is configured to provide a service for the enterprise to allocate the contact center service to the access account of the plurality of interactive platforms that have been applied for, so that the user can establish contact with the corresponding enterprise-applied access account through multiple interaction platforms. Get the corresponding contact center service.
  • the platform cloud can be regarded as an integrated enterprise integrated information service system platform integrating multiple interactive platforms based on computer telephony integration technology (CTI) and cloud computing technology on the basis of a traditional call center. That is, the platform cloud centrally manages the contact center services corresponding to different interactive platforms.
  • CTI computer telephony integration technology
  • cloud computing technology on the basis of a traditional call center. That is, the platform cloud centrally manages the contact center services corresponding to different interactive platforms.
  • the cloud contact center of the embodiment of the present invention centrally manages the contact center services of different interactive platforms, thereby saving the operating cost of the enterprise.
  • the cloud contact center of the embodiment of the present invention facilitates the user to know the access account of the enterprise for different interaction platforms, and allows the user to select a suitable interaction platform to obtain a suitable contact center service.
  • the contact center services are divided into two categories, one is manual service, the agent interacts with the user; the other is self-service, and the user completes the service according to the prompt information.
  • the cloud contact center of the embodiment of the present invention further includes:
  • Sitting on the cloud, having multiple seats, is set to provide the enterprise with a service that binds the communication terminal of the agent to the agent;
  • a seat is a job in the enterprise, and it can take turns to be responsible for the duty of multiple agents.
  • the seat cloud assigns seats to the agents to manage the shifts of the agents.
  • the agent cloud may be an application server, and the agent logs in his IP through the agent software on the respective communication terminal, and the application server binds the agent number to the agent software that logs in the IP, thereby implementing the communication terminal. Binding with the agent number.
  • the communication device may be a PC, a mobile phone, a PAD, or the like.
  • the agent software on the mobile phone can be used to log in to his IP to realize the mobile phone office; or, when the agent is at home, the agent can access the IP through the agent software on the home PC. Home office.
  • the agent cloud of the embodiment of the present invention can make the agent no longer restricted by the office space, and thus has high practical value.
  • the traditional callers and the current interactive network customer service and other interactive platform agents can be managed in a unified manner, thereby saving the operating costs of the enterprise.
  • the platform cloud specifically provides the enterprise with the service of assigning the manual service to the access account that the enterprise has applied for; and the service of the agent that has been applied for the enterprise with the manual service is bound to the agent of the agent cloud, and the user is configured and A service in which a company that has been assigned a manual service has applied for an access account to contact the queuing strategy required.
  • the platform cloud may select an access account to answer the user's pre-sales service, and bind the agent responsible for the pre-sales service to the access account, so that the user contacts the pre-sales access account and is responsible for the pre-sales account.
  • the staff of the agent exchanged.
  • enterprise personnel can also set up multiple seats for pre-sales service through platform cloud.
  • the agent can be a concurrent interactive platform such as telephone, email, webpage, WeChat, etc., and set the queuing strategy of pre-sales service through platform cloud, such as queuing latitude strategy. , pre-sales service time and other configurations.
  • platform cloud of the embodiment relies on the computer telephony integrated CTI technology and the interactive voice response IVR technology to realize the contact center service corresponding to the user accessing the access number, and is responsible for the user accessing the agent through the intelligent selection of the seat ACD technology. Queuing strategy.
  • Platform Cloud provides services to businesses that assign self-service to access accounts that the company has applied for, as well as services that configure self-service processes.
  • the platform cloud utilizes the IVR technology to enable the user to select and obtain the contact center service according to the operation prompt.
  • the user dials the access account of the automatic voice service opened by the enterprise, the user obtains the service information according to the voice prompt; or the user joins the self-service WeChat account opened by the enterprise, and sends a specific string to the self-service WeChat account. , obtain the service information corresponding to the string.
  • Platform Cloud also provides services to enterprises to monitor the operation of contact center services and to report the operation of contact center services. That is, the platform cloud collects and records information about the user's access to the contact center service, such as user information, agent information, agent information, service time, etc., and sends the report to the enterprise personnel to realize the scientific management of the business operation for the enterprise personnel.
  • the interactive platform can include: physical phones, soft phones, and network communication applications.
  • the access account of the physical telephone is the fixed-line number that the enterprise applies for or leases from the telecommunication service provider, and the user dials the fixed-line number through the communication device to generate the call charge.
  • the access account of the softphone can be the IP phone number opened by the enterprise, and the access account of the network communication application can be the account of the mailbox and the instant communication software, and the user generates the traffic fee.
  • step S201 the enterprise personnel apply for the access account by accessing the cloud online.
  • the enterprise personnel can directly select the previously applied access account from the resource pool of the access cloud, and perform step S2011 correspondingly; If there is no required access account in the resource pool (for example, a third-party access account such as Weibo or WeChat), go to step 2012.
  • the access cloud will provide the third-party interactive platform server according to the information provided by the enterprise personnel. Apply for an access account. Then, go to step 2013. After the access cloud is applied to the access account, store it in the local resource pool.
  • step S202 the enterprise personnel configure service resources for the access account on the platform cloud; for example, configure the contact center service and the agent for the access account.
  • step S203 the enterprise personnel performs online configuration of the contact center service process; for example, the automatic voice IVR process configuration for the self-service access account, the WeChat, Weibo service menu, the automatic service process, the webchat robot automatic service process, etc.
  • the access account of the manual service configures the agent group, the service time, the service policy, and the manual service queuing priority dimension. After the configuration is completed, the contact center service is opened.
  • Step S204 The service cloud obtains the information of the access account after the configuration is completed from the platform cloud in real time, and provides the query service to the user.
  • step S205 after the contact center service is opened, the enterprise personnel can monitor the application of the resource usage and the agent service by using the login platform cloud at any time and anywhere, and perform report analysis.
  • step S301 the agent of the enterprise accesses the agent of the agent cloud by using the communication terminal anytime and anywhere.
  • step S302 if the user needs to contact the enterprise, the client accesses the information of the enterprise access account to the service cloud through the client that is supported by the cloud and accesses the cloud.
  • Step S303 the service cloud requests and returns the account-related access account information according to the query submitted by the client.
  • Step S304 The user selects an access account to contact the enterprise according to the access account queried from the client and the contact center service corresponding to the access account.
  • the access cloud interacts with the platform cloud based on the user's choice through the client.
  • step S304 if the user selects an access account corresponding to the self-service (such as IVR, IVVR, WeChat-related self-service or short message), step S3041 is performed; in step S304, if the user selects to contact the corresponding service of the manual service, If the account number is entered, then step S3042 is performed to execute step S3045.
  • the self-service such as IVR, IVVR, WeChat-related self-service or short message
  • step S3041 the platform cloud automatically provides corresponding service information to the user according to the selection of the enterprise user.
  • step S3042 the CTI module of the platform cloud and the ACD module allocate a queuing queue to the user according to the agent status of the enterprise, and wait for access to the corresponding agent.
  • Step S3043 After the queue is completed, the platform cloud requests the agent to the idle agent according to the user attribute and the system queuing policy.
  • step S3044 the agent cloud allocates a free agent ID for the manual service request, and the manual service is successfully bound to the idle ID.
  • step S3045 the agent and the user start interacting with voice, text, and the like, and perform manual service.
  • the contact center of the embodiment of the present invention can quickly open and lower various contact center services for enterprises, and the user can contact the enterprise through the convenient query of the enterprise number by the client.
  • another embodiment of the present invention further provides a clouding method of a contact center, as shown in FIG. 4, including:
  • Step 41 Provide a service for an enterprise to apply for an access account of multiple interactive platforms
  • Step 42 Record an access account that the enterprise has applied for, and provide a service for querying the access account of multiple interactive platforms applied by the enterprise;
  • Step 43 Providing the enterprise with the service of assigning the contact center service to the access account of the multiple interactive platforms that have been applied for, so that the user can establish contact with the corresponding access account of the corresponding enterprise through multiple interactive platforms, and obtain corresponding correspondence.
  • Contact center service
  • the method in the embodiment of the present invention centrally manages the contact center services of different interactive platforms, thereby saving the operating cost of the enterprise.
  • the method of the embodiment of the present invention is convenient for the user to know the access account of the enterprise for different interaction platforms, and allows the user to select a suitable interaction platform to obtain a suitable contact center service.
  • the contact center service includes a manual service; the method in this embodiment further provides multiple agents, and provides a service for the enterprise to bind the communication terminal of the agent to the agent;
  • the service for assigning the manual service to the access account that the enterprise has applied for is provided to the enterprise, and the service of the agent who has applied the application for the manual service to the agent is bound to the agent of the agent cloud, and the configuration is configured.
  • the contact center service includes self-service
  • the service for assigning the self-service to the access account that the enterprise has applied for, and the service for configuring the self-service process are specifically provided to the enterprise.
  • the method of the embodiment of the present invention further provides a service for monitoring the operation of the contact center service and a service for uploading the report of the operation of the contact center service, thereby realizing scientific management of the business operation for the enterprise personnel.
  • the interactive platform may include: a physical phone, a soft phone, and a network communication application.
  • the access account of the physical telephone is the fixed-line number that the enterprise applies for or leases from the telecommunication service provider, and the user dials the fixed-line number through the communication device to generate the call charge.
  • the access account of the softphone can be the IP phone number opened by the enterprise, and the access account of the network communication application can be the account of the mailbox and the instant communication software, and the user generates the traffic fee.
  • the method of the embodiment corresponds to the cloud contact center of the embodiment of the present invention, and the technical effect that the cloud contact center can achieve can also be achieved by the method.
  • the cloud method of the cloud contact center and the contact center provided by the embodiment of the present invention has the following beneficial effects: for the enterprise, the solution of the present invention centrally manages the contact center services of different interactive platforms. , thereby saving business operating costs. For the user, the solution of the present invention is convenient for the user to know the access account of the enterprise for different interactive platforms, and allows the user to select a suitable interactive platform to obtain a suitable contact center service.

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Abstract

本发明提供一种云联络中心及联络中心的云化方法。云联络中心包括：接入云，设置为向企业提供申请多种交互平台的接入账号的服务；服务云，记录有企业已申请的接入账号，设置为向用户提供查询企业申请的多种交互平台的接入账号的服务；平台云，设置为向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。本发明的方案将不同的交互平台的联络中心服务进行了集中管理，从而节约了企业运营成本。另一方面，方便用户获知企业针对不同交互平台的接入账号，并让用户能够选择合适的交互平台获取合适的联络中心服务。

Description

一种云联络中心及联络中心的云化方法 技术领域
本发明涉及云服务领域，特别是一种云联络中心及联络中心的云化方法。
背景技术
在现有的企业联络中心系统中，主要有两类业务，一种是传统的语音接入，企业通过向电信运营商申请号码开通，用户通过传统的电信网信令接入，同时由于这类业务使用了电信运营商的物理号码，需要缴纳号码租用费及承担相应的费用。另外一种基于互联网的业务，例如webchat、webcall、微信、微博等服务，企业人员可以通过互联网企业提供的平台支持服务，用户通过PC或移动终端接入，这类业务企业申请开展比较容易，成本也比较低廉。
企业如果建立联络中心，需要使用传统的电话语音，则需要向运营商申请接入资源，开通周期比较长，如果平台只使用语音业务则存在语音成本较高的情况。企业如果要开展语音和互联网业务服务，则即需要从电信运营商处申请电信接入，又要从互联网等厂商申请多媒体接入，企业需要承担不能统一进行管理的成本。而对于用户来说通过语音或和通过互联网和企业联系都要记忆不同的信息，例如接入号码、微信、微博号等。由于记忆的不方便，导致用户大量的还是只会采取通过传统语音呼入的方式联系企业，这样也会加重企业的负担。
发明内容
本发明实施例至少要解决的技术问题是提供一种云联络中心及联络中心的云化方法，能够减小企业开通联络中心的成本，并且方便用户联系企业。
为解决上述技术问题，本发明的实施例提供一种云联络中心包括：
接入云，设置为向企业提供申请多种交互平台的接入账号的服务；
服务云，记录有企业已申请的接入账号，设置为向用户提供查询企业申请的多种交互平台的接入账号的服务；
平台云，设置为向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
其中，所述联络中心服务包括人工服务；所述云联络中心还包括：
坐席云，具有多个坐席，设置为向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
所述平台云具体向企业提供将人工服务分配至企业已申请的接入账号的服务，以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。
其中，所述联络中心服务包括自助服务；
所述平台云具体向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。
其中，所述交互平台包括：物理电话、软电话以及网络通信应用。
其中，
所述平台云还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务。
在外，本发明的实施例还提供一种联络中心的云化方法，包括：
向企业提供申请多种交互平台的接入账号的服务；
记录有企业已申请的接入账号，并向用户提供查询企业申请的多种交互平台的接入账号的服务；
向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
其中，所述联络中心服务包括人工服务；所述方法还包括：
提供多个坐席，并向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务包括：
向企业提供将人工服务分配至企业已申请的接入账号的服务，以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。
其中，所述联络中心服务包括自助服务；
向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务包括：
向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。
其中，所述交互平台包括：物理电话、软电话以及网络通信应用。
其中，上述方法还包括：
还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务。
本发明实施例的上述技术方案的有益效果如下：
对于企业来讲，本发明的方案将不同的交互平台的联络中心服务进行了集中管理，从而节约了企业运营成本。对于用户来讲，本发明的方案方便用户获知企业针对不同交互平台的接入账号，并让用户能够选择合适的交互平台获取合适的联络中心服务。
附图说明
图1为本发明的云联络中心的构架示意图；
图2为基于本发明的云联络中心，开通联络中心服务的步骤示意图；
图3为基于本发明的云联络中心，获取联络中心服务的步骤示意图；
图4为本发明的联络中心的云化方法的步骤示意图。
具体实施方式
为使本发明要解决的技术问题、技术方案和优点更加清楚，下面将结合附图及具体实施例进行详细描述。
本发明的实施例提供一种云联络中心，如图1所示，包括：
接入云11，设置为向企业提供申请多种交互平台的接入账号的服务。
具体地，接入云包括有多种交互平台服务端的接口，企业人员可以通过接口访问交互平台的服务端，申请接入账号；例如企业人员可以通过微信服务端的接口申请微信的接入账号，也可以通过电信运营服务端的接口申请一个物理电话账号。
服务云12，记录有企业已申请的接入账号，设置为向用户提供查询企业申请的多种交互平台的接入账号的服务。
具体地，服务云将企业开通的不同的交互平台的接入账号进行集中记录。用户通过服务云可以知道企业在不同交互平台设置的联系方式。示例性地，服务云可以通过网页或特定的应用向用户提供查询服务。
平台云13，设置为向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
具体地，平台云可以看成是在传统的呼叫中心基础上，基于计算机电话集成技术(CTI)和云计算技术，集成多种交互平台的一体化企业综合信息服务系统平台。即平台云为企业集中管理了不同交互平台对应的联络中心服务。
通过上述描述可知，对于企业来讲，本发明实施例的云联络中心将不同的交互平台的联络中心服务进行了集中管理，从而节约了企业运营成本。对于用户来讲，本发明实施例的云联络中心方便用户获知企业针对不同交互平台的接入账号，并让用户能够选择合适的交互平台获取合适的联络中心服务。
目前联络中心服务分为两类，一类是人工服务，由坐席人员与用户进行互动；另一类是自助服务，由用户自己根据提示信息完成服务。
对于人工服务，本发明实施例的云联络中心还包括：
坐席云，具有多个坐席，设置为向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
实际上，一个坐席就是企业里的一个工作岗位，可以对应多个坐席人员轮流负责值班。坐席云为坐席人员分配坐席来管理坐席人员的轮班。在具体实施上，坐席云可以是应用服务器，坐席人员通过各自的通信终端上的坐席软件登陆自己的IP，应用服务器将坐席工号绑定到登陆该IP的坐席软件上，进而实现了通信终端与坐席工号的绑定。其中，通信设备可以是PC、手机、PAD等。示例性地，当坐席人员外出时，可利用手机上的坐席软件登陆自己的IP，从而实现手机办公；或者，当坐席人员在家时，可通过家用PC上的坐席软件登陆自己的IP，实现了家居办公。
可见，本发明实施例的坐席云可以使坐席人员不再受办公场地限制，因此具有很高的实用价值。此外，通过坐席云可将传统的接话员以及目前流行的网络客服等不同交互平台的坐席人员进行统一的管理，从而节约了企业运营成本。
其中，平台云具体向企业提供将人工服务分配至企业已申请的接入账号的服务；以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。示例性地，平台云可以选择接入账号用于解答用户的售前服务，并将负责售前服务的坐席与接入账号绑定，从而用户通过联系售前的接入账号，与负责售前的坐席人员进行交流。此外，企业人员还可以通过平台云为售前服务设置多个坐席，坐席可以是电话、邮箱、网页、微信等并发的交互平台，并通过平台云设置售前服务的排队策略，如排队纬度策略、售前服务时间等配置。需要说明的是，本实施例的平台云依靠计算机电话集成CTI技术以及互动式语音应答IVR技术实现用户获取接入号码所对应的联络中心服务，并通过智能选择坐席ACD技术负责用户接入坐席的排队策略。
对于自助服务，平台云向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。具体地，平台云利用IVR技术，实现了用户根据操作提示选择获取联络中心服务。示例性地，用户在拨打企业开通的自动语音服务的接入账号后，根据语音提示，获取服务信息；或者，用户加入企业开通的自助服务的微信账号，通过向自助的微信账号发送特定字符串，获取与字符串对应的服务信息。
作为优选方案，平台云还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务。即平台云统计并记录用户获取联络中心服务的相关信息，如用户信息、坐席信息、坐席人员信息、服务时间等，并通过报表发送至企业人员，为企业人员实现业务运营的科学管理。
综上所述，交互平台可以包括：物理电话、软电话以及网络通信应用。物理电话的接入账号即企业向电信服务商申请或租用的固话号码，用户通过通信设备拨打固话号码，产生通话费用。软电话的接入账号可以是企业开通的IP电话号码，网络通信应用的接入账号可以是邮箱、即时通信软件的账号，用户产生流量费用。
下面结合图2对企业人员通过本发明实施例的运联络中心开通联络中心服务的流程进行介绍。
步骤S201，企业人员通过接入云在线申请接入账号；具体地，企业人员可直接从接入云的资源池中选取先前已申请过的接入账号，对应执行步骤S2011；若接入云的资源池中没有需要的接入账号(例如微博、微信等第三方接入账号)，则执行步骤2012，企业人员提出申请后，接入云根据企业人员提供的资料向第三方交互平台服务端申请接入账号；之后执行步骤2013，接入云在在申请到接入账号后，将其存储在本地的资源池中。
步骤S202，企业人员在平台云上为接入账号配置服务资源；如为接入账号配置联络中心服务、坐席。
步骤S203，企业人员进行联络中心服务流程的在线配置；例如为自助服务的接入账号进行自动语音IVR的流程配置，微信、微博的服务菜单、自动服务流程，webchat机器人自动服务流程等，为人工服务的接入账号配置坐席组、服务时间、服务策略、人工服务排队优先级维度等，配置结束后联系中心服务开通。
步骤S204，服务云实时从平台云同步获取配置完成后的接入账号的信息，并向用户提供查询服务。
步骤S205，联系中心服务开通后，企业人员可以随时随地的登录平台云监控申请资源使用及坐席服务的情况，进行报表分析。
下面结合图3对用户获取联络中心服务的流程进行介绍。
步骤S301，企业的坐席人员随时随地的用通信终端接入坐席云的坐席。
步骤S302，用户需要和企业联系，则在自己终端上通过及接入云负责支持的客户端向服务云查询企业接入账号的信息。
步骤S303，服务云根据客户端提交的查询请求并返回企业关键字相关的接入账号信息。
步骤S304，用户根据从客户端查询的接入账号以及接入账号对应的联络中心服务选择一个接入账号与企业联系。接入云根据用户通过客户端的选择和平台云进行交互。在步骤S304中，如果用户选择联系自助服务对应的接入账号(如IVR、IVVR、微信相关的自助服务或者短信)，则执行步骤S3041；在步骤S304中，如果用户选择联系人工服务对应的接入账号，则则执行步骤S3042至则执行步骤S3045。
步骤S3041，平台云根据企业用户的选择给用户自动提供相应的服务信息。
步骤S3042，平台云的CTI模块以及ACD模块根据企业的坐席情况给用户分配排队队列，等待接入对应的坐席人员。
步骤S3043，队列等待完毕后，平台云根据用户属性及系统排队策略向坐席云请求空闲坐席。
步骤S3044，坐席云为人工服务请求分配空闲坐席ID，人工服务与空闲ID成功绑定。
步骤S3045，坐席人员和用户开始进行语音、文字等交互，进行人工服务。
综上所述，本发明实施例的运联络中心对于企业来说可以快速低成地开通各类联络中心服务，对于用户来说通过客户端便利的查询企业号码进行与企业进行联系。
此外，本发明的另一实施例还提供一种联络中心的云化方法，如图4所示，包括：
步骤41，向企业提供申请多种交互平台的接入账号的服务；
步骤42，记录有企业已申请的接入账号，并向用户提供查询企业申请的多种交互平台的接入账号的服务；
步骤43，向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
通过上述描述可知，对于企业来讲，本发明实施例的方法将不同的交互平台的联络中心服务进行了集中管理，从而节约了企业运营成本。对于用户来讲，本发明实施例的方法方便用户获知企业针对不同交互平台的接入账号，并让用户能够选择合适的交互平台获取合适的联络中心服务。
具体地，所述联络中心服务包括人工服务；本实施例的方法还提供多个坐席，并向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
在上述步骤43中，具体向企业提供将人工服务分配至企业已申请的接入账号的服务，以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。
此外，所述联络中心服务包括自助服务；
在上述步骤43中，具体向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。
作为优选方案，本发明实施例的方法还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务，从而为企业人员实现业务运营的科学管理。
其中，交互平台可以包括：物理电话、软电话以及网络通信应用。物理电话的接入账号即企业向电信服务商申请或租用的固话号码，用户通过通信设备拨打固话号码，产生通话费用。软电话的接入账号可以是企业开通的IP电话号码，网络通信应用的接入账号可以是邮箱、即时通信软件的账号，用户产生流量费用。
显然，本实施例的方法与本发明实施例的云联络中心相对应，该云联络中心所能达到的技术效果，本方法同样能够达到。
以上所述是本发明的优选实施方式，应当指出，对于本技术领域的普通技术人员来说，在不脱离本发明所述原理的前提下，还可以作出若干改进和润饰，这些改进和润饰也应视为本发明的保护范围。
工业实用性
如上所述，本发明实施例提供的一种云联络中心及联络中心的云化方法，具有以下有益效果：对于企业来讲，本发明的方案将不同的交互平台的联络中心服务进行了集中管理，从而节约了企业运营成本。对于用户来讲，本发明的方案方便用户获知企业针对不同交互平台的接入账号，并让用户能够选择合适的交互平台获取合适的联络中心服务。

Claims (10)

  1. 一种云联络中心，包括：
    接入云，设置为向企业提供申请多种交互平台的接入账号的服务；
    服务云，记录有企业已申请的接入账号，设置为向用户提供查询企业申请的多种交互平台的接入账号的服务；
    平台云，设置为向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
  2. 根据权利要求1所述的云联络中心，其中，所述联络中心服务包括人工服务；所述云联络中心还包括：
    坐席云，具有多个坐席，设置为向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
    所述平台云具体向企业提供将人工服务分配至企业已申请的接入账号的服务，以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。
  3. 根据权利要求1所述的云联络中心，其中，所述联络中心服务包括自助服务；
    所述平台云具体向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。
  4. 根据权利要求1所述的云联络中心，其中，所述交互平台包括：物理电话、软电话以及网络通信应用。
  5. 根据权利要求1所述的云联络中心，其中，
    所述平台云还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务。
  6. 一种联络中心的云化方法，包括：
    向企业提供申请多种交互平台的接入账号的服务；
    记录有企业已申请的接入账号，并向用户提供查询企业申请的多种交互平台的接入账号的服务；
    向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务，使得用户能够通过多种交互平台与对应的企业已申请的接入账号建立联络，获得对应的联络中心服务。
  7. 根据权利要求6所述的云化方法，其中，所述联络中心服务包括人工服务；所述方法还包括：
    提供多个坐席，并向企业提供将坐席人员的通信终端与坐席进行绑定的服务；
    向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务包括：
    向企业提供将人工服务分配至企业已申请的接入账号的服务，以及将分配有人工服务的企业已申请的接入账号绑定坐席云的坐席的服务，以及配置用户与分配有人工服务的企业已申请的接入账号进行联络所需的排队策略的服务。
  8. 根据权利要求6所述的云化方法，其中，所述联络中心服务包括自助服务；
    向企业提供将联络中心服务分配至已申请的多种交互平台的接入账号的服务包括：
    向企业提供将自助服务分配至企业已申请的接入账号的服务，以及配置自助服务的流程的服务。
  9. 根据权利要求6所述的云化方法，其中，所述交互平台包括：物理电话、软电话以及网络通信应用。
  10. 根据权利要求6所述的云化方法，其中，还包括：
    还向企业提供监控联络中心服务运营情况的服务，以及上传联络中心服务运营情况的报表的服务。
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