IPCC技术在呼叫中心集约化运营中的应用与实现

依据IPCC技术的特点,本文提出了一种快速提升电信运营商呼叫中心集约化业务运营能力的技术方法,并提供了具体的实施要点及相关内容。本技术在中国电信北方9省号百呼叫中心平台改造中的应用,充分验证了其可行性和有效性。其所蕴含的核心技术有效支撑了集中式、跨省资源调度呼叫中心的集约化运营,并第一次大规模应用于中国电信现网工程实施中,为中国电信节约投资成本上亿元,也为其他电信运营商呼叫中心平台升级提供了有益的借鉴。

Application and Realization of IPCC Technology in Call Center Intensive Operation

According to technical characteristics of IPCC,this paper proposes the idea of fast upgrade intensive operation ability for call center network of telecommunications carrier,and provides specific implementation elements and related processes,the thinking through successful application in nine provinces of northern China Telecom has fully proved its feasibility and effectiveness.And for the first time,this paper applied IPCC technology which contains centralized,intensive operations capabilities for inter-provincial call center resource scheduling,to large-scale implementation of China Telecom online network engineering,and saves over a billion yuan construction cost.This model provides a useful lesson for other telecommunications carrier to upgrade their call center network in the future.