Intess Customer Service Center's business intelligence application
2002/10/15
Abstract: This article surrounds how to better use the business data of the Customer Service Center, discusses the necessity of introducing data analysis in the customer service center, introducing the business intelligence of Huawei Intess Customer Service Center. In recent years, the construction of the customer service center has been extremely rapid, such as China Telecom has built "1000", China Mobile has built "1860", China Unicom has built "1001" and other comprehensive customer service systems, these systems successfully constructed Make telecommunications companies have a qualitative leap in service and business management, but from the whole, the completed customer service center is still based on business processes, lacks depth analysis ability to handle things, often presents a尴尬 Surface: One side is a lot of historical data, which is facing the information support that faces decision planning. Therefore, while enterprises pay attention to the core technologies represented by CTI, they are more paying more attention to how to use the real data stem from the Customer Service Center, providing a detailed decision basis for the business management of the enterprise. First, why the customer service center requires business intelligence. The customer service center running on the domestic online network is essentially online. The OLTP system is mainly for things to handle and business transactions, lack of deep analytical capabilities of things, often in the customer service center. It will encounter the following questions: 1. Face to face the statistical analysis requirements that change at any time, not flexible enough, can not dynamically generate reports; 2. In the face of massive data, the query and analysis of complex calculations exhibit lower efficiency; 3, statistical analysis system and basic business system interfere with each other; 4, lack of analysis and mining functions of data, can not find the business law hidden behind data; 5, statistical analysis systems are not monitoring and predicting risks. Business Intelligence (BI), it is based on data warehouking, online analysis processing (OLAP), data mining, data mining, three kinds of technical mining, establishing data centers and business analysis models to improve corporate acquisition business analysis The ability of information, thereby improving the quality and speed of business decision making. Adding business intelligence (BI) to the traditional customer service center is the development direction of the customer service center. By combining customer service centers and business intelligence analysis, providing customer behavior analysis and marketing analysis, improve customer service center service quality To enable customer service center to develop in more intelligent and customized direction.
Second, commercial intelligence (BI) application architecture in the Intess Customer Service Center. Based on Business Intelligence Technology, BI is based on business service and business data, business data, business analysis model, to improve customer service centers, and improve the quality of business decisions. With speed. The first part is the data source, which is the Interes Customer Service Center system data source (including its historical data, business data, and other data). Its characteristics are dispersed, difficult to share and re-analyze and utilize; the second part is the data center, Composed of data warehouses (such as Oracle) and multi-dimensional databases (such as Oracle Express OLAP Engines), the source data is loaded into the data warehouse after extracting, cleaning, and conversion, and the data in the data warehouse is concentrated, cleaning and conversion Easy to analyze; data to be processed again in the multi-dimensional database, which is based on Interes. The analysis model of the BI provides the necessary analysis of the analysis; the third part is the commercial intelligent application server BI. Application Server, responsible for connecting users to query access to multi-dimensional databases; the last part is a front-end display tool (BI.Explorer), providing users with a unified style of GUI (Griphic User Interface) operation interface, data display, graphics, form, alarm, Reports and charts and other functions, complete display, statistical analysis and report generation of multi-dimensional database analysis models.
Third, inteess. BI's Application Business Intelligence (BI) in Customer Service Center needs to determine the analysis theme according to the user's specific needs, and the adjustment and calculation of the analysis model is performed. The analysis model of the BI in the customer service center mainly includes: 1. Customer Dialing of the Service Hotline The behavior of the customer service hotline (consulting, complaint, suggestion, etc.) is analyzed for the behavior of customers, so that customers are made to make full use of customers. Service center, guide its service direction and service strategy, you can also master your complaints and time limits. 2, service quality analysis According to the system's call response rate, the relay occupation, the average traffic, the average call, the automatic voice response system (IVR) response, the number of failures, customer satisfaction, etc. Multiple angles quantify and analyze the quality of service. 3, traffic analysis and prediction According to the existing system traffic, manual traffic, automatic business traffic, each sub-service traffic analysis forecast for a certain time (including year, month, day, time, etc. The traffic situation of the level is based on the traffic condition analysis system load and processing power. By analyzing various resources, the optimization configuration is achieved, making management more effective. 4, the attendant seating and assessment management analyzes the dialogue and the number of seats, the number of intergovernmental average calls, time sections, seat numbers, and turnover rates. Through analysis and prediction, the person can be arranged to arrange personnel, improve efficiency, reduce the cost of the company, and it is important to avoid adverse effects on the oversensitation. 5, the business work order processing statistically analyzed the statistical analysis of the business process, including: submission of the statistical analysis, review work orders, statistical analysis, feedback work order statistical analysis, etc., supervise the responsible department The timely response rate of the work order is the basis for optimizing the background workflow. 6. Telephone marketing analysis analyzes and predicts the phone sales model and sales effect according to the generated telephone sales form, and guides the telephone sales strategy to improve the success rate of telephone sales. On the basis of providing the above analysis model, it can also be extended to other application models: possible to lose customer analysis, potential customer analysis, credit analysis, agent business performance analysis, etc. Fourth, inteeration. BI's Application Features 1, high-end application of customer service center products Intess. BI is a solution to the high-end application of the customer service center. She is not an alternative to the customer service center, nor is updated, but provides high-end analysis services to the customer service center to help users find the law, guide management, and improve user operations. Efficiency and efficiency. 2. Colorful information show and output inteess. BI provides a variety of information display, output mode. Support for tables, charts, graphics display.
