Northeast Securities Call Center System Implementation Scheme

With the increasing maturity of the securities market, investors rational investment behavior gradually shift their investments diversified service requirements of the securities companies to more demand for services. And because of technological advances, securities trading and transfer of funds so that investors can be exempted from the virtual nature of geographical restrictions on their selection of trading service providers. For investors, who can help him the most effective management of assets, he will choose who pays his services. In this way, the securities companies, how can we provide to our customers to maximize the value-added services customized to attract and retain customers as the core of the means.Securities Customer Service Center, also known as "call center" was considered to be within the next few years, they are eager to broker a new operating methods. "Call Center" is the use of modern information technology and communication technology are combined in the form of voice contact by telephone customers to the new ways of providing services to users. It is accompanied by the development of foreign services and service levels to improve and develop a new industry, its development speed and the resulting impact and breadth of Internet-par, the number of users, ease of use and wide degrees even more than Internet. Whether in manufacturing, services, finance and securities industry, call centers are to establish contacts with customers and its own effective communication of the new media, there is no brick business hall.Myself in the design proposal initial period, the process massive market investigation and study, have referred to the field outstanding system plan, and exchanges the cooperation fully in the software supplier, unifies our company sales office mesh point layout to disperse, the sales office original telephone request system to be obsolete, the hardware type diverse characteristic, the unified plan, has designed at present the more advanced ringing system platform, can the compatible each kind of connection, to the land's the sales network equipment comprehensive renewal convenience service expansion demand.Customer service call center system's overall goal is to build a unified customer-oriented multimedia call center platform, through a unified special service number (400,800 number, etc.) access of investors to achieve a unified service interface, a unified service platform and a unified service standards, focus on the admissibility of the securities information inquiries, business consulting, securities trading, personal finance, complaints and other service needs, so that securities business services provided by the Department of breakthrough time and space constraints, the formation of an invisible virtual service window, further play advantage of the securities company as a whole.Call center system's physical composition including: program-controlled switches, CTI servers, IVR / FAX server, business agent, expert advice seats, statistical analysis workstation, system management workstations, network management workstations, telephone message recording system, database servers, business application servers, WWW servers, networking systems, business gateways, paging gateways, short message gateway ...Call center software platform design, we use based on the three-tier client / server architecture. It is the industry's first to Internet, client / server and PC computing model as one integrated network of distributed application architecture, to take full advantage of Windows platform integrated into a variety of features to meet for the user interface, browsing , various business processing and data storage in modern distributed applications. Development environment for Microsoft's Visual Studio, C language, JAVA language, etc., using Microsoft's Distributed Component Object Model (DCOM) development of middleware.IPCC (IP CallCenter, Internet Call Center) platform, is e-independent research and development, complete with independent intellectual property, application developers and system integrators of the call center platform. The platform set of IP voice gateway, IVR, short message SMS, e-mail Email, audio monitoring, Internet Call, conference calls, intelligent unified routing, outbound management functions into one, can be widely used to build various types of customer service center, auto - voice response, telephone hotlines, conference calls and other systems. IPCC call center is based on softswitch technology framework for a new generation of call center solutions, ideal for building access to distribution, agent distribution, centralized management of call center systems. IPCC call center set IP voice gateway, IPIVR, IPFAX, Email, SMS access, audio monitoring, VoIP calls, intelligent unified routing, intelligent outbound management functions into one, can be widely used to build various types of securities as call centers, commission system. Platform, open system architecture, rich programming interface and business components and a variety of secondary development tools, ensures that application developers can easily and flexibly to build various types of call center system.Based on the advanced VOIP technology to support the distribution of seats, access to distribution, and can interconnect multiple distributed call center; support multiple media, such as: Tel, Fax, Email, SMS, Web, etc.; intelligent unified routing, support for multiple routing strategy; provide comprehensive management, monitoring, statistics and analysis to facilitate the operation and maintenance; to provide a wealth of secondary development interface and tools, including a graphical service creation environment, agent traffic control, test tools, etc.; rich hardware device support and flexible networking modes to meet various types of call center building needs.Northeast Securities IPCC platform IPCC primarily by a core service modules and seven functional subsystems: Artificial seats traffic subsystem, IPIVR subsystem, data acquisition and statistical subsystems, monitoring and management module, WEB service systems, multimedia services, subsystems, surveillance recording system. Through the system deployment (physical deployment, logical deployment, application deployment), the production system IP allocation of resources to complete the call center's daily work.Northeast Securities IPCC platform core device software developers through the installation process, as well as the core device of the system used by the IPBX ? scripting language, to achieve the core capabilities of the device: description of the business process Inbound, Outbound business process definitions, descriptions and If service extensions Phonebar function, to achieve the basic service functions, then, by Phonebar of "ExecuteScript" approach, the definition of words from the service functions, through the ICM and related equipment to complete the necessary function of the object system. Specific application through the core equipment, to complete the system to achieve inbound customer service, proactive notification service, work management and statistical three major business functions.Northeast Securities Call Center is completed, will improve customer service, access to market-leading customer service levels, increase their competitiveness. But also enables enterprises to enhance their internal management, making business processes to customer-oriented. Commissioned by the increases in the rate of customer turnover, increase commission income; to provide a new channel for product sales; the use of the system query and statistical functions, screening robust as the product sold to investors, targeted done, will sell to a genuine need people. Can improve the efficiency and cost savings; enhanced customer access channels, so that off-site customers with the company's barrier-free communication; business lines increased to improve the company's competitiveness; by improving service quality, improve customer satisfaction and loyalty, you can to retain existing customers and attract more new customers, increase market share; through a more professional service, played a extended network, extending service hours, improve work efficiency of the effect of significantly reducing operating costs; through active service, and further excavation potential customer demand, enables customers to understand and accept the new service in Northeast Securities species, on the one hand allows customers to receive comprehensive scientific service, the other will inevitably increase the volume of business in Northeast Securities.