Studies And Implemetation On Bank Customer Interactive Platform

The customer service that demands daily multiplication, the individuality,the choice space daily elasticity sets a higher request to the banking industry customer marketing pattern. How do the financial institutions adapt the more changeable market situation? How to excavates the diversified customers' demands? How to improve customers'satisfaction? How to improve the core competitiveness of the banks? ...... Manydomestic commercial banks begin to think about these questions.Our country banking industry's policy-maker all in will be describing respective development blueprint for the future. But ten thousands do not change to it is, take the customer demand as the center, take the product service flow as the master line, take enhances the marketing dynamics and the service efficiency as the goal, is the current banking industry for it diligently direction. In order to make the new pattern service and improve the quality of bank service, the construction of bank callcenter with plenty function becomes part and parcel.Most banks view call centers as the nucleus of their customer-service operation, and have constructed their callcenter, but as the requests of user experience that the customers demand become more and more higher, the original callcenter with less functions can not satisfy the need of bank. Banks urgently need to constuct a customer interactive platform which can support many kinds of ways to turn on, and can provide rich function, and easy to maintain, and easy to extend.This paper introduced design strategy to construcs the bank interaction platform based on the call center technology and provided one with rich function, the steady ability, the expansible ability that can support many kinds of ways to turn on (telephone, short message,Email, Web). The bank customer interactive platform follows the popular three-layer or multi-layer C/S framework. This multi-layer framework could implement the different managing logic in the different layer, and as a result, detract the stress in different layers, at the same time, the different layer corporates with each other that makes the deal capability and maintainability has been improved. The bank customer interactive platform, in logic, divides into PBX subsystem, CTI subsystem, IVR subsystem, business subsystem, outbound subsystem, report form subsystem, TTS subsystem, and audio recording subsystem.PBX (Private Branch Exchange) subsystem that accepts the incoming calls is a voice potal of the bank interactive platform. The expansion boards is to be used to connect the IVR subsystem and CTI subsystem.CTI (Computer Telephony Integration) subsystem is constructed on the product of Genesys Corporation, we use it to control the actions of a call such as call transfer, we use it to complete the route of a telephone call which will be transferd to a callcenter service representative, we use it to make the report forms of calls, we use it to complete the task of outbound call.IVR (Interactive Voice Response) subsystem is constructed on the product of Edify. The system provides pronunciation guidance accordig to the voice flows that developed and deployed before, the customer helps oneself to complete some service such as account query using the key of a phone.The bank app subsystem deals the different kinds of business of bank, including account management, foreign exchange, funds, bonds and so on.The outbound subsystem completes the outbound calling tasks. The administrators of the outbound system can establish deferent outbound tasks according to the deferred business needs, import the data with deferrent format. The system supports calling outbound, fax outbound, short message oubound and Email outbound.We also use the technology of TTS (Text-to-speech) in the IVR subsystem and the outbound subsystem. We use this technology to convert the shorter, frequently changed text to voice. This reduce the workload of audio recording greatly.The bank customer interactive platform introduces the idea of modular, parameterized system development. The idea of modular and parameterized design makes the platform more flexible and more scalable. The putting forward of this system caters to the need of the best services to customers of commercial banks.