利用整合網路電話及實體電話提升客服中心員工效能之研究

The study of enhancing job performance of call center staff with the integration of VOIP and PSTN

王文義(Wen-Yi Wang)

指導教授 ： 陳同孝 ； 陳民枝

國立臺中科技大學/資訊與流通學院/資訊工程系碩士班/碩士(2014年)

https://doi.org/10.6826/NUTC.2014.00123

摘要

現行商業電話行為模式，通訊話務已為基本功能，市場商務行為競爭詭譎多變，創造第一時間，提供精準需求供應及優質服務方式，異質系統整合性開發，探究最佳方案流程作為，深具急迫探討的議題。隨著資訊科技快速發展、日新月異，以電腦為核心的運算優勢，整合電話功能的硬體設備，套用耗資不斐的電腦電話整合軟、硬體技術，具體顯著提昇員工於銷售、行銷、服務層面上工作能量及作業效率，視為一項可行的解決方案，但由於建置成本的評估考量，企業往往在第一階段將終止進行，而無法普及運用。本研究探討電腦電話整合功能性應用，設計以維持現有電話操作模式、且不影響原有作業系統，實作結合傳統電話及網路電話運用，透過VOIP Gateway串接電話網路及低成本單板計算機Raspberry Pi開發佈署Web商業客服介面，提供客服人員單一窗口資訊化及企業代表號，擴展了原有的通話運用，提昇作業效率，減少通訊成本，兼具傳統電話及網路電話優點，增進靈活彈性的競爭優勢。

關鍵字

電腦電話整合 ； PSTN ； 網路電話 ； Raspberry Pi

並列摘要

In the current business telecommunication behavior model, basic telecommunication functions and the volatile competitive market arena has created quick response to provide precise supply to demand and quality of supply. A heterogeneous system is developed to explore the best process for this urgent issue. With the rapid development of information technology, computing power and integrated hardware devices with computerized telephony are applied to significantly enhance staff’s performance in sales, marketing, service and efficiency. This seemed a viable solution. However, the cost of development resulted in companies to terminate development at the end of first stage where the result cannot be used. In this study, computer telephony integration application is developed. The development is to maintain the existing telephone operation mode and without affecting the original operating system to implement the combination of traditional telephone and Internet telephone. The VOIP Gateway connects to telephone network via low-cost board computer Raspberry Pi to develop Web business customer interface to provide a single contact window for information and to connect to a firm’s transfer lines to call customer representatives. The result is expand the use of the original lines, improve efficiency, reduce communication costs, have the advantages of both traditional telephony and VoIP, and to increase flexibility with competitive advantage.

並列關鍵字

CTI ； PSTN ； VOIP ； Raspberry Pi

參考文獻

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