WO2016201792A1 - 呼叫处理方法及装置 - Google Patents
呼叫处理方法及装置 Download PDFInfo
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- WO2016201792A1 WO2016201792A1 PCT/CN2015/088905 CN2015088905W WO2016201792A1 WO 2016201792 A1 WO2016201792 A1 WO 2016201792A1 CN 2015088905 W CN2015088905 W CN 2015088905W WO 2016201792 A1 WO2016201792 A1 WO 2016201792A1
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- call
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- outsourcing
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
Definitions
- the present invention relates to the field of communications, and in particular to a call processing method and apparatus.
- An outsourced call center usually includes several modes: resource outsourcing (site, personnel, etc.), inbound outsourcing (consultation, complaints, etc.), outbound outsourcing (marketing, promotion, etc.), combined outsourcing (cross marketing, presales) After-sales tracking, etc.
- traditional outsourcing call center construction and business have certain advantages in concentration, scale, management and personnel training, but there are also some shortcomings: (1) Outsourcing call center construction has concentration The characteristics of sex require that the outsourced call center must have a series of resources such as site, equipment and personnel. The construction and maintenance cost is high. If the resource utilization rate is insufficient after construction, it will easily cause investment waste. (2) The system is complex, unfriendly, and the learning cost is high, and the support for lightweight business applications is poor. (3) The system upgrade is difficult and does not support various emerging social applications. The most significant problems are listed above, and the shortcomings are not limited to the above points.
- the embodiment of the invention provides a call processing method and device to solve at least one of the above problems in the related art.
- a call processing method including: a call platform acquires a call request of a client device, wherein the call platform integrates information resources of an outsourced call center; and the call platform is configured according to the call request.
- the above client device provides a call service.
- the foregoing calling platform provides the call service for the client device according to the call requirement: the call platform provides a call plan for the client device according to the call request, and provides a call for the client device according to the call plan after the client device confirms service.
- the calling platform provides the call service for the client device according to the call requirement, where the call platform provides a call service for the client device according to the call plan and the call mode, where the call mode includes: a fully outsourced call mode and The call outsourcing method, in which the above client device does not participate in the calling process, In the above call outsourcing mode, the above client device participates in the calling process.
- the calling platform includes: detecting, by the calling platform, data in the call process.
- there is still another call processing method including: a client device transmitting a call request to a call platform, wherein the call platform integrates information resources of an outsourced call center, according to the foregoing
- the call request provides a call service for the above client device.
- a call processing apparatus for a call platform, where the apparatus includes: an acquisition module configured to acquire a call request of a client device, wherein the call platform integrates an outsourced call center An information resource; a call module configured to provide a call service for the client device according to the call request.
- the calling module is further configured to provide a call plan for the client device according to the call requirement, and provide a call service for the client device according to the call plan after the client device confirms.
- the calling module is further configured to provide a call service for the client device according to the call plan and the call mode, where the call mode includes: a full outsourcing call mode and a call outsourcing mode, where the above-mentioned full outsourcing call mode is used.
- the client device does not participate in the call process, and the above client device participates in the call process in the above call outsourcing mode.
- the apparatus further includes: a detecting module configured to detect data during the call.
- another call processing apparatus which is applied to a client device, the apparatus comprising: a sending module configured to send a call request to a call platform, wherein the call platform is integrated
- the information resource of the outsourced call center is used to provide a call service for the above client device according to the above call requirement.
- the call platform is used to obtain the call requirement of the client device, wherein the call platform integrates the information resources of the outsourced call center; the call platform provides the call service for the client device according to the call requirement.
- the problem of the call service provided by the outsourced call center in the related art is solved, thereby realizing the integration of resources, improving the utilization of resources, and meeting the call requirements of the client equipment.
- FIG. 1 is a flow chart of a call processing method according to an embodiment of the present invention.
- FIG. 2 is a block diagram showing the structure of a call processing apparatus according to an embodiment of the present invention.
- FIG. 3 is a structural block diagram (1) of a call processing apparatus according to an embodiment of the present invention.
- FIG. 4 is a flowchart (1) of a call processing method according to an embodiment of the present invention.
- FIG. 5 is a structural block diagram (2) of a call processing apparatus according to an embodiment of the present invention.
- FIG. 6 is a diagram of a multimedia outsourced call center system in accordance with an embodiment of the present invention.
- FIG. 1 is a flowchart of a call processing method according to an embodiment of the present invention. As shown in FIG. 1, the process includes the following steps:
- Step S102 The call platform acquires a call requirement of the client device, where the call platform integrates information resources of the outsourced call center;
- Step S104 The calling platform provides a call service for the client device according to the call requirement.
- the calling platform provides a call service for the client device according to the call requirement selected by the client device, and solves the problem caused by the call service provided by the outsourced call center in the related technology, thereby realizing the integration of resources and improving the utilization of resources.
- the rate meets the call requirements of the customer equipment.
- the foregoing step S104 involves the call platform providing a call service for the client device according to the call requirement.
- the call platform provides a call plan for the client device according to the call requirement, and provides the client device according to the call plan after the client device confirms the call plan. Call service. Thereby completing the call platform to provide call services for the client device.
- the foregoing step S104 involves the call platform providing the call service for the client device according to the call requirement.
- the call platform provides the call service for the client device according to the call plan and the call mode, wherein the call mode includes: a full outsourcing call Mode and call outsourcing mode, the client device does not participate in the call process in the fully outsourced call mode, in which the client device participates in the call process.
- the calling platform detects the data during the call.
- the apparatus includes: an obtaining module 22 configured to acquire a call request of a client device, where the call platform is integrated.
- the information resource of the outsourced call center; the call module 24 is arranged to provide a call service for the client device according to the call requirement.
- the call module 24 is further configured to provide a call plan for the client device based on the call request, and provide a call service to the client device based on the call plan after the client device confirms.
- the calling module 24 is further configured to provide a call service for the client device according to the call plan and the call mode, where the call mode includes: a full outsourcing call mode and a call outsourcing mode, where the client device does not Participating in the call process, the client device participates in the call process in the call outsourcing mode.
- FIG. 3 is a structural block diagram (1) of a call processing apparatus according to an embodiment of the present invention. As shown in FIG. 3, the apparatus further includes: a detecting module 32 configured to detect data during a call.
- a detecting module 32 configured to detect data during a call.
- FIG. 4 is a flowchart of a call processing method according to an embodiment of the present invention. As shown in FIG. 4, the process includes the following steps:
- Step S402 The client device sends the call request to the call platform, wherein the call platform integrates the information resource of the outsourced call center, and is used to provide the call service for the client device according to the call requirement.
- the device includes: a sending module 52 configured to send a call request to a call platform, where The call platform integrates information resources of the outsourced call center for providing call services for the client device according to the call demand.
- Outsourcing system The customer submits the call request in the outsourcing call center's outsourcing system, the third party service provider evaluates the call demand, formulates the call plan, and makes the quotation, and the customer pays
- Call project management system establishment and management of call items, configuration of call parameters, call policies, import of sample data, etc.
- Online questionnaire customization system the establishment and management of the call questionnaire, the questionnaire process used when calling the user.
- Agent Call the user's outsourced agent to complete the manual outbound service (contact channels include phone, SMS, WeChat, Weibo, email, etc.)
- Calling system The background system of the call center completes various core functions such as call control, data statistics quality check, and automatic call.
- the main purpose of the alternative embodiment is to provide a solution for deploying a leased multimedia outsourcing call center system, and the outsourced call center platformizes the call system (ie, constructs an outsourced call transaction platform).
- the outsourcing center is not required to have the call resources of the venue, personnel, etc., and only has the core outgoing call system, the customer can access the system to issue the call request, and the third party provides the service and
- the call center facilitates and supervises the entire transaction process and is responsible for the presentation of the final call results.
- the third-party call service can be provided by the call center itself or by a fully qualified service provider.
- Figure 6 is a diagram of a multimedia outsourced call center system.
- the call center provides customers with a complete set of web-based call management system at the front desk.
- Customers can use the system to complete a series of functions such as call demand outsourcing, call project management, online questionnaire customization, online agent, and inquiry payment.
- the defined combination of online call and payment mode allows customers to flexibly select the functional modules to be used and the outsourced calling methods that suit their needs based on their own business development, and finally publish their own call requirements.
- the call plan can be customized and the service quotation can be made.
- the third-party service provider can complete the call outsourcing task, and the customer can perform quality inspection and report extraction. The entire outsourced call service process is finally completed.
- the outsourced call center is positioned on a resource integration platform rather than a traditional pure call platform.
- the three-party service organization or individual who can access the certification, the third-party service organization or individual independently undertakes the call service and the self-provided venue and caller. You can rent an online agent in the call center, or you can bring your own call agent and access the outsourced call center system through an open interface.
- the customer does not need to have a local call center and does not need to have call center experience.
- the user first clarifies his own call demand, and sends the package in the outsourcing call center's delivery system.
- the third-party call service provider provides the call plan proposal to the user according to the call requirement of the user and makes a quotation, and the user confirms the call plan and then pays, and the call plan enters the implementation stage.
- users with high-end application requirements can use the various application systems provided by the outsourced call center to perform call item maintenance, call questionnaire customization, etc.
- Users with local call centers can also organize their own call seats.
- the outbound call process is completed by the business system of the outsourced call center.
- Users who do not have the call experience or completely outsource the business will be configured by the service provider to configure the call project, organize the agent to complete the user's outbound call plan, and the user will conduct a quality check on the entire call process through the quality inspection system after the call center completes the call plan. And generate various call statistics reports.
- the system is implemented by several important processes:
- Outsourcing service The customer issues the call request, the third party call service provider provides the call plan, the customer chooses the calling method and pays.
- a third-party call service provider establishes and maintains a call item, organizes a call agent, and completes a manual or automatic call.
- Evaluation service After the call is completed, the customer performs quality inspection on the entire call process to generate various statistical reports.
- the package service process is as follows:
- Step 1 The customer logs in to the delivery system of the outsourced call according to his own call requirements.
- Step 2 The third party call service provider provides a customized call plan based on the customer's call needs.
- Step 3 The customer chooses the outsourcing method according to his own requirements.
- Full outsourcing The customer only describes the call requirements and quality checks on the call results, and does not participate in the call process.
- Call outsourcing method the customer participates in the call process and provides the own call resources (site, attendant, etc.).
- Step 1 The customer selects the outsourcing calling method (outbound outsourcing, inbound outsourcing, resource outsourcing or various combinations of these) and the user's contact channel (telephone, fax, social) according to the needs of their own business development. Media, etc.).
- the outsourcing calling method outbound outsourcing, inbound outsourcing, resource outsourcing or various combinations of these
- the user's contact channel telephone, fax, social
- Step 2 Call payment.
- Step 1 The third-party call service provider customizes the call item according to the customer's needs.
- the customer with the call experience can also customize the call item or maintain the call item.
- Step 2 customize various call parameters such as call time and call policy.
- Step 3 attempts to call the call task.
- Step 1 End of the trial call after the test is correct, the customer provides sample data to the third-party call service provider to import to the call project or the customer to import the sample data into the call project.
- Step 2 The call center initiates a call according to the customized questionnaire process and the calling mode, and records various data during the call process to complete the recording and the like.
- Step 1 After the call is completed, the customer logs into the call center quality inspection system to perform quality inspection on the call recording and call process.
- Step 2 The customer logs in to the reporting system to generate various reports that he or she needs.
- the embodiment of the present invention describes a leased multimedia outsourcing call center system
- the call center mainly provides a resource integration transaction platform to effectively integrate third party call service providers and their own resources to improve resource utilization.
- a trading platform to facilitate the transaction between customers and third-party service providers (also the call center itself), providing customers with outsourcing call services such as telephone, SMS, fax, social media and other contact channels.
- the call demand is outsourced.
- the outsourced call center does not require customers to have experience in the construction and operation of the call center, especially for small and medium-sized enterprises that have call needs and need to conduct business quickly, which has strong practical value.
- a storage medium is further provided, wherein the software includes the above-mentioned software, including but not limited to: an optical disk, a floppy disk, a hard disk, an erasable memory, and the like.
- modules or steps of the embodiments of the present invention can be implemented by a general computing device, which can be concentrated on a single computing device or distributed in multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device such that they may be stored in the storage device by the computing device and, in some cases, may be different from The steps shown or described are performed sequentially, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps thereof are fabricated into a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software.
- the call platform is used to obtain the call requirement of the client device, wherein the call platform integrates the information resources of the outsourced call center; the call platform provides the call service for the client device according to the call requirement.
- the problem of the call service provided by the outsourced call center in the related art is solved, thereby realizing the integration of resources, improving the utilization of resources, and meeting the call requirements of the client equipment.
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Abstract
本发明提供了一种呼叫处理方法及装置，其中，该方法包括：呼叫平台获取客户设备的呼叫需求，其中，呼叫平台整合了外包呼叫中心的信息资源；呼叫平台根据呼叫需求为客户设备提供呼叫服务。通过本发明解决了相关技术中由外包呼叫中心提供呼叫服务的所产生的问题，进而实现了资源的整合，提高了资源的利用率，满足了客户设备的呼叫需求。
Description
本发明涉及通信领域，具体而言，涉及一种呼叫处理方法及装置。
从上世纪90年代以来，呼叫中心外包在国外的发展已较为成熟，据一项来自2007年的数据统计，欧美80％以上的企业采用外包呼叫中心的模式，印度同期的外包呼叫产值在3000多亿美金所有，国内虽然在近年来也开始规模发展，达到数百亿人民币的规模，但是相对而言规模尚小，未来的发展空间巨大。巨大的机遇下，怎样帮助客户抓住急剧变化的市场需求，快速开展各种营销、推广、收集、分析等业务活动，抢占市场先机，必将赢得市场的先机。
一个外包呼叫中心通常包含几种模式：资源型外包(场地、人员等)、呼入型外包(咨询、投诉等)、呼出型外包(营销、推广等)、组合型外包(交叉营销、售前售后跟踪等)，传统的外包呼叫中心建设和业务虽然在集中性、规模性、管理统一、人员的培训上存在一定的优势，但是也存在一些不足之处：(1)外包呼叫中心建设具有集中性的特点，要求外包呼叫中心必须具备场地、设备、人员等一系列资源，建设维护成本较高，如果建设后资源利用率不够，容易造成投资浪费。(2)系统复杂，不友好，学习成本较高，对于轻量级的业务应用支持较差。(3)系统升级困难，不支持各种新兴的社交应用。以上列举了最显著的问题，其不足之处并不限于以上几点。
针对相关技术中，传统的外包呼叫中心存在的上述问题，还未提出有效的解决方案。
发明内容
本发明实施例提供了一种呼叫处理方法及装置，以至少解决相关技术中的上述之一的问题。
根据本发明实施例的一个方面，提供了一种呼叫处理方法，包括：呼叫平台获取客户设备的呼叫需求，其中，上述呼叫平台整合了外包呼叫中心的信息资源；上述呼叫平台根据上述呼叫需求为上述客户设备提供呼叫服务。
可选地，上述呼叫平台根据上述呼叫需求为上述客户设备提供呼叫服务包括：上述呼叫平台根据上述呼叫需求为上述客户设备提供呼叫计划，根据上述客户设备确认之后的呼叫计划为上述客户设备提供呼叫服务。
可选地，上述呼叫平台根据上述呼叫需求为上述客户设备提供呼叫服务包括：上述呼叫平台根据上述呼叫计划和呼叫方式为上述客户设备提供呼叫服务，其中，上述呼叫方式包括：全外包呼叫方式和呼叫外包方式，在上述全外包呼叫方式中上述客户设备不参与呼叫过程，
在上述呼叫外包方式中上述客户设备参与呼叫过程。
可选地，上述呼叫平台根据上述呼叫需求为上述客户设备提供呼叫服务之后包括：上述呼叫平台对呼叫过程中的数据进行检测。
根据本发明实施例的另一个方面，还提供了另一种呼叫处理方法，包括：客户设备将呼叫需求发送至呼叫平台，其中，上述呼叫平台整合了外包呼叫中心的信息资源，用于根据上述呼叫需求为上述客户设备提供呼叫服务。
根据本发明实施例的一个方面，提供了一种呼叫处理装置，应用于呼叫平台，上述装置包括：获取模块，被设置为获取客户设备的呼叫需求，其中，上述呼叫平台整合了外包呼叫中心的信息资源；呼叫模块，被设置为根据上述呼叫需求为上述客户设备提供呼叫服务。
可选地，上述呼叫模块还被设置为根据上述呼叫需求为上述客户设备提供呼叫计划，根据上述客户设备确认之后的呼叫计划为上述客户设备提供呼叫服务。
可选地，上述呼叫模块还被设置为根据上述呼叫计划和呼叫方式为上述客户设备提供呼叫服务，其中，上述呼叫方式包括：全外包呼叫方式和呼叫外包方式，在上述全外包呼叫方式中上述客户设备不参与呼叫过程，在上述呼叫外包方式中上述客户设备参与呼叫过程。
可选地，上述装置还包括：检测模块，被设置为对呼叫过程中的数据进行检测。
根据本发明实施例的另一个方面，还提供了另一种呼叫处理装置，应用于客户设备，上述装置包括：发送模块，被设置为将呼叫需求发送至呼叫平台，其中，上述呼叫平台整合了外包呼叫中心的信息资源，用于根据上述呼叫需求为上述客户设备提供呼叫服务。
通过本发明实施例，采用呼叫平台获取客户设备的呼叫需求，其中，呼叫平台整合了外包呼叫中心的信息资源；呼叫平台根据呼叫需求为客户设备提供呼叫服务。解决了相关技术中由外包呼叫中心提供呼叫服务的所产生的问题，进而实现了资源的整合，提高了资源的利用率，满足了客户设备的呼叫需求。
此处所说明的附图用来提供对本发明的进一步理解，构成本申请的一部分，本发明的示意性实施例及其说明用于解释本发明，并不构成对本发明的不当限定。在附图中：
图1是根据本发明实施例的呼叫处理方法的流程图；
图2是根据本发明实施例的呼叫处理装置的结构框图；
图3是根据本发明实施例的呼叫处理装置的结构框图(一)；
图4是根据本发明实施例的呼叫处理方法的流程图(一)；
图5是根据本发明实施例的呼叫处理装置的结构框图(二)；
图6根据本发明实施例的多媒体外包呼叫中心系统图。
下文中将参考附图并结合实施例来详细说明本发明。需要说明的是，在不冲突的情况下，本申请中的实施例及实施例中的特征可以相互组合。
在本实施例中提供了一种呼叫处理方法，图1是根据本发明实施例的呼叫处理方法的流程图，如图1所示，该流程包括如下步骤：
步骤S102，呼叫平台获取客户设备的呼叫需求，其中，呼叫平台整合了外包呼叫中心的信息资源；
步骤S104，呼叫平台根据呼叫需求为该客户设备提供呼叫服务。
通过上述步骤，呼叫平台根据客户设备选择的呼叫需求为客户设备提供呼叫服务，解决了相关技术中由外包呼叫中心提供呼叫服务的所产生的问题，进而实现了资源的整合，提高了资源的利用率，满足了客户设备的呼叫需求。
上述步骤S104涉及到呼叫平台根据呼叫需求为客户设备提供呼叫服务，在一个可选实施例中，呼叫平台根据呼叫需求为该客户设备提供呼叫计划，根据客户设备确认之后的呼叫计划为客户设备提供呼叫服务。从而完成了呼叫平台为客户设备提供呼叫服务。
上述步骤S104涉及到呼叫平台根据呼叫需求为客户设备提供呼叫服务，在另一个可选实施例中，呼叫平台根据呼叫计划和呼叫方式为客户设备提供呼叫服务，其中，呼叫方式包括：全外包呼叫方式和呼叫外包方式，在全外包呼叫方式中该客户设备不参与呼叫过程，在该呼叫外包方式中该客户设备参与呼叫过程。
在一个可选实施例中，呼叫平台根据呼叫需求为该客户设备提供呼叫服务之后，呼叫平台对呼叫过程中的数据进行检测。
图2是根据本发明实施例的呼叫处理装置的结构框图，应用于呼叫平台，如图2所示，该装置包括：获取模块22，被设置为获取客户设备的呼叫需求，其中，呼叫平台整合了外包呼叫中心的信息资源；呼叫模块24，被设置为根据该呼叫需求为该客户设备提供呼叫服务。
可选地，呼叫模块24还被设置为根据该呼叫需求为客户设备提供呼叫计划，根据客户设备确认之后的呼叫计划为客户设备提供呼叫服务。
可选地，呼叫模块24还被设置为根据呼叫计划和呼叫方式为客户设备提供呼叫服务，其中，呼叫方式包括：全外包呼叫方式和呼叫外包方式，在该全外包呼叫方式中该客户设备不参与呼叫过程，在呼叫外包方式中该客户设备参与呼叫过程。
图3是根据本发明实施例的呼叫处理装置的结构框图(一)，如图3所示，该装置还包括：检测模块32，被设置为对呼叫过程中的数据进行检测。
在另一个实施例中提供了一种呼叫处理方法，图4是根据本发明实施例的呼叫处理方法的流程图，如图4所示，该流程包括如下步骤：
步骤S402，客户设备将呼叫需求发送至呼叫平台，其中，呼叫平台整合了外包呼叫中心的信息资源，用于根据呼叫需求为该客户设备提供呼叫服务。
图5是根据本发明实施例的呼叫处理装置的结构框图(二)，应用于客户设备，如图5所示，该装置包括：发送模块52，被设置为将呼叫需求发送至呼叫平台，其中，该呼叫平台整合了外包呼叫中心的信息资源，用于根据该呼叫需求为该客户设备提供呼叫服务。
针对相关技术中存在的上述问题，下面结合具体的可选实施例进行说明，在下述的可选实施例中结合了上述可选实施例及其可选实施方式。
术语解释：
发包系统：客户在外包呼叫中心的发包系统中提交呼叫需求，第三方服务商对呼叫需求进行评估，制定呼叫计划书，并进行报价，客户进行付费
呼叫项目管理系统：呼叫项目的建立和管理，配置呼叫参数、呼叫策略、导入样本数据等。
在线问卷定制系统：呼叫问卷的建立和管理，呼叫用户时使用的问卷流程。
座席：呼叫用户的外包座席，完成人工外呼业务(接触渠道包括电话、短信、微信、微博、邮件等等)
呼叫系统：呼叫中心的后台系统，完成各种呼叫控制、数据统计质检、自动呼叫等核心功能。
考虑到上述问题，本可选实施例的主要目的在于提供一种方案，部署一种租赁式的多媒体外包呼叫中心系统，外包呼叫中心将呼叫系统平台化(即搭建一个外包呼叫的交易平台)，完成对呼叫中心和第三方呼叫服务商的资源整合，不要求外包中心必须具有场地、人员等呼叫资源，只具备核心的呼出系统，客户可以接入该系统发布呼叫需求，由第三方提供服务并完成呼叫，呼叫中心促成并监督整个交易过程，并负责最终呼叫结果的展示。而提供第三方呼叫服务的可以是呼叫中心本身，也可以是具有资质完全独立的服务商。图6根据一种多媒体外包呼叫中心系统图。
呼叫中心在前台给客户提供一整套Web化的呼叫管理系统，客户可以使用该系统完成呼叫需求外包、呼叫项目管理、在线问卷定制、在线座席、询价付费等一系列功能，给客户提供完全自定义的在线呼叫和付费模式组合，客户可以根据自身的业务开展情况，灵活选择需要使用的功能模块和适合自己的外包呼叫方式，最后发布自己的呼叫需求。而第三方服务商在看到客户发布的呼叫需求后，可以定制呼叫计划书并进行服务报价，客户确认后进行付费，第三方服务商完成呼叫外包任务后，客户可以进行质检和报表提取，最终完成整个外包呼叫服务过程。
1、外包呼叫中心定位于一个资源整合平台，而非传统的纯呼叫平台。
2、可以接入认证的三方服务机构或个人，第三方服务机构或个人独立承接呼叫业务时自备场地和呼叫人员。可以租用呼叫中心的在线座席，也可以自备呼叫座席，通过开放接口接入外包呼叫中心系统。
3、全web化的呼叫管理系统，包括呼叫任务管理，座席，质检、报表，付费。
4、客户不需要具备本地呼叫中心，不需要具有呼叫中心经验。
5、针对不同行业预置一套标准呼叫模板，没有呼叫中心经验的企业可以选择标准呼叫服务。
6、灵活的定制化呼叫，客户可以根据自身业务要求和特点选择按时段、呼叫量、呼叫任务等等个性化的外包方式。
7、对于轻量级的业务应用支持尤其灵活，对于无资源无经验的企业开展呼叫业务支持友好。
8、支持的媒体类型丰富，除了传统的电话、短信、邮件、传真等接触渠道外，对于微博、微信、Facebook、Twitter等社交应用也支持良好。
在本发明实施例中，用户先明确自己的呼叫需求，并在外包呼叫中心的发包系统中进行发包。第三方呼叫服务商根据用户的呼叫需求，给用户提供呼叫计划建议书并进行报价，用户确认呼叫计划后进行付费，呼叫计划进入实施阶段。根据呼叫计划，具有高阶应用需求的用户可以使用外包呼叫中心提供的各种应用系统进行呼叫项目的维护，呼叫问卷的定制等工作，具备本地呼叫中心的用户还可以组织自有的呼叫座席接入外包呼叫中心的业务系统完成外呼过程。不具备呼叫经验或者将业务完全外包的用户，将由服务商为其配置呼叫项目，组织座席等完成用户的外呼计划，用户在呼叫中心完成呼叫计划后通过质检系统对整个呼叫过程进行质检和生成各种呼叫统计报表。
本系统由几个重要过程实现：
发包服务：客户发布呼叫需求，第三方呼叫服务商提供呼叫计划书，客户选择呼叫方式及付费。
呼叫服务：第三方呼叫服务商建立和维护呼叫项目，组织呼叫座席，完成人工或自动呼叫。
评估服务：客户在呼叫完成后，对整个呼叫过程进行质检，生成各种统计报表。
一、发包服务过程如下：
1、用户发包：
步骤1客户根据自己的呼叫需求，登录外包呼叫的发包系统发包。
步骤2第三方呼叫服务商提供根据客户的呼叫需求，定制呼叫计划。
步骤3客户根据自身要求选择外包方式。
全外包方式：客户只描述呼叫需求和对呼叫结果进行质检，不参与呼叫过程。
呼叫外包方式：客户参与呼叫过程，自备呼叫资源(场地、话务员等)。
2、选择呼叫方式并进行付费。
步骤1客户根据自身业务开展的需要，选择适合自己的外包呼叫方式(呼出型外包、呼入型外包、资源型外包或者这几者的各种组合)和用户的接触渠道(电话、传真、社交媒体等)。
步骤2呼叫付费。
二、呼叫服务过程如下：
1、定制呼叫任务
步骤1第三方呼叫服务商根据客户需求定制呼叫项目，具备呼叫经验的客户也可自定义呼叫项目或对呼叫项目进行维护。
步骤2定制呼叫时段、呼叫策略等各种呼叫参数。
步骤3对呼叫任务进行试呼。
2、呼叫过程
步骤1试呼结束，测试无误后，客户提供样本数据给第三方呼叫服务商导入到呼叫项目或客户自行导入样本数据到呼叫项目中。
步骤2呼叫中心根据定制的问卷流程和呼叫方式，发起呼叫，并记录呼叫过程中的各种数据，完成录音等工作。
三、评估服务过程如下
1、呼叫过程质检
步骤1呼叫完成后，客户登录呼叫中心质检系统，对呼叫录音和呼叫过程进行质检。
步骤2客户登录报表系统，生成自己需要的各种报表。
综上所述，本发明实施例描述了一种租赁式的多媒体外包呼叫中心系统，呼叫中心主要提供一个资源整合交易平台，将第三方呼叫服务商和自身的资源进行有效整合，提高资源利用率，防止重复建设，同时搭建一个交易平台促成客户和第三方服务商(也可以是呼叫中心本身)的交易，为客户提供电话、短信、传真、社交媒体等多种接触渠道的外包呼叫服务，客户根据呼叫中心提供的一整套Web化的呼叫发包系统、呼叫管理系统，完成呼叫需求外包、
呼叫项目管理、在线问卷定制、在线座席、询价付费，最终完成外呼需求。外包呼叫中心不要求客户具备呼叫中心建设运营经验，特别是针对有呼叫需求，需要快速开展业务的中小企业，具备很强的实用价值。
在另外一个实施例中，还提供了一种软件，该软件用于执行上述实施例及优选实施方式中描述的技术方案。
在另外一个实施例中，还提供了一种存储介质，该存储介质中存储有上述软件，该存储介质包括但不限于：光盘、软盘、硬盘、可擦写存储器等。
显然，本领域的技术人员应该明白，上述的本发明实施例的各模块或各步骤可以用通用的计算装置来实现，它们可以集中在单个的计算装置上，或者分布在多个计算装置所组成的网络上，可选地，它们可以用计算装置可执行的程序代码来实现，从而，可以将它们存储在存储装置中由计算装置来执行，并且在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤，或者将它们分别制作成各个集成电路模块，或者将它们中的多个模块或步骤制作成单个集成电路模块来实现。这样，本发明不限制于任何特定的硬件和软件结合。
以上所述仅为本发明的优选实施例而已，并不用于限制本发明，对于本领域的技术人员来说，本发明可以有各种更改和变化。凡在本发明的精神和原则之内，所作的任何修改、等同替换、改进等，均应包含在本发明的保护范围之内。
在本发明实施例中，采用呼叫平台获取客户设备的呼叫需求，其中，呼叫平台整合了外包呼叫中心的信息资源；呼叫平台根据呼叫需求为客户设备提供呼叫服务。解决了相关技术中由外包呼叫中心提供呼叫服务的所产生的问题，进而实现了资源的整合，提高了资源的利用率，满足了客户设备的呼叫需求。
Claims (10)
- 一种呼叫处理方法，包括：呼叫平台获取客户设备的呼叫需求，其中，所述呼叫平台整合了外包呼叫中心的信息资源；所述呼叫平台根据所述呼叫需求为所述客户设备提供呼叫服务。
- 根据权利要求1所述的方法，其中，所述呼叫平台根据所述呼叫需求为所述客户设备提供呼叫服务包括：所述呼叫平台根据所述呼叫需求为所述客户设备提供呼叫计划，根据所述客户设备确认之后的呼叫计划为所述客户设备提供呼叫服务。
- 根据权利要求2所述的方法，其中，所述呼叫平台根据所述呼叫需求为所述客户设备提供呼叫服务包括：所述呼叫平台根据所述呼叫计划和呼叫方式为所述客户设备提供呼叫服务，其中，所述呼叫方式包括：全外包呼叫方式和呼叫外包方式，在所述全外包呼叫方式中所述客户设备不参与呼叫过程，在所述呼叫外包方式中所述客户设备参与呼叫过程。
- 根据权利要求1所述的方法，其中，所述呼叫平台根据所述呼叫需求为所述客户设备提供呼叫服务之后包括：所述呼叫平台对呼叫过程中的数据进行检测。
- 一种呼叫处理方法，包括：客户设备将呼叫需求发送至呼叫平台，其中，所述呼叫平台整合了外包呼叫中心的信息资源，用于根据所述呼叫需求为所述客户设备提供呼叫服务。
- 一种呼叫处理装置，应用于呼叫平台，所述装置包括：获取模块，被设置为获取客户设备的呼叫需求，其中，所述呼叫平台整合了外包呼叫中心的信息资源；呼叫模块，被设置为根据所述呼叫需求为所述客户设备提供呼叫服务。
- 根据权利要求6所述的装置，其中，所述呼叫模块还被设置为根据所述呼叫需求为所述客户设备提供呼叫计划，根据所述客户设备确认之后的呼叫计划为所述客户设备提供呼叫服务。
- 根据权利要求7所述的装置，其中，所述呼叫模块还被设置为根据所述呼叫计划和呼叫方式为所述客户设备提供呼叫服务，其中，所述呼叫方式包括：全外包呼叫方式和呼叫外包方式，在所述全外包呼叫方式中所述客户设备不参与呼叫过程，在所述呼叫外包方式中所述客户设备参与呼叫过程。
- 根据权利要求6所述的装置，其中，所述装置还包括：检测模块，被设置为对呼叫过程中的数据进行检测。
- 一种呼叫处理装置，应用于客户设备，所述装置包括：发送模块，被设置为将呼叫需求发送至呼叫平台，其中，所述呼叫平台整合了外包呼叫中心的信息资源，用于根据所述呼叫需求为所述客户设备提供呼叫服务。
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