客户联络中心的中台能力建设  

Middle Ground Ability Creation of Customer Contact Center

作　　者：吕克勤 

机构地区：[1]客户联络中心标准委员会

出　　处：《信息技术与标准化》2020年第7期36-39,47,共5页Information Technology & Standardization

摘　　要：针对不断变化的业务场景对客户联络中心提出的新的业务需求,出现了客户联络中心智能客户服务的新业态。通过搭建以智能中台、技术中台、数据中台、业务中台、知识中台、组织中台为架构的客户联络中心中台能力建设,使传统的客户联络中心具备了向前端输出服务能力、替代能力和经营能力的整个组织能力,实现以客户体验为原点、中台能力建设为核心,实体服务一体化、多媒体应用为主渠道,远程服务、经营前端碎片化的服务场景。In view of the new business requirements of the customer contact center proposed by the constantly changing business scenarios,a new format of intelligent customer service of customer contact center has been emerged.By building the structure of construction ability in structuring customer contact middle-ground,which consist of the intelligence,technology,data,profession,knowledge and organization.The traditional customer contact center has been changed to the new patten,which includes the front-end output service ability,substitution ability and operation ability into a integrated organizing capability to implement customer experience as the origin,middle-stage construction capacity as the core,entity service integration and multimedia application as the main channel,remote service and management front-end fragmented that integrate the service scene.

关 键 词：组织创新 中台能力 智能客户服务 实体服务一体化 多媒体应用 

分 类 号：TP308[自动化与计算机技术—计算机系统结构] F274[自动化与计算机技术—计算机科学与技术]