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所在平台: Udemy |
课程主页: https://www.udemy.com/course/contact-center-fundamentals/
课程评论：没有评论
课程名称：联络中心基础 概述：电信工程正迅速成为任何与企业合作的IT专业人员必备的证书。大多数主要银行和金融机构依赖于Avaya软件。在虚拟呼叫中心模型中，呼叫中心运营商（企业）向托管呼叫中心电话和数据设备的供应商支付每月或每年的费用。这种模式下，运营商不拥有、运营或托管呼叫中心运行所需的设备。呼叫中心的代理通过传统的PSTN电话线路或VoIP连接到供应商的设备。来自潜在客户或联系人的电话在供应商的数据中心发起或结束，而不是在呼叫中心运营商的场所。供应商的电话设备（有时还包括数据服务器）将通话连接到呼叫中心的代理。虚拟呼叫中心技术允许人们在家或其他地点工作，而不必在传统的集中呼叫中心工作，这使得有身体残疾或其他情况的人可以在想要的地方工作，只需具有互联网连接和工作站。由于成本优势，越来越多的公司选择虚拟呼叫中心服务。企业可以立即启动呼叫中心业务，而无需安装拨号器、ACD和IVRS等基本基础设施。自COVID-19疫情以来，虚拟呼叫中心的使用逐渐增加，因为疫情限制了企业与大量员工在近距离内工作。 本课程将从联络中心电信平台的广泛概述开始，介绍其历史和演变，然后深入探讨Avaya联络中心平台的各个元素。您将探索客户服务、云联络中心、架构、联络中心功能、全渠道联络中心、全渠道代理和主管、自动化、人工智能等主题。我是一名拥有超过20年IT经验的Avaya认证专家、开发人员和系统管理员，目前住在美国。由于我热爱教学，因此本课程费用比大多数其他课程便宜。加入我，今天成为电信专家吧！
Telecom Engineering is fast becoming the must have certificates for any IT professional working with corporate Enterprises. Most of the mayor banks and financial institutions rely on Avaya Software. In a virtual call centre model, the call centre operator (business) pays a monthly or annual fee to a vendor that hosts the call centre telephony and data equipment in their own facility, cloud-based. In this model, the operator does not own, operate or host the equipment on which the call centre runs. Agents connect to the vendor's equipment through traditional PSTN telephone lines, or over voice over IP. Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premises. The vendor's telephony equipment (at times data servers) then connects the calls to the call centre operator's agents.Virtual call centre technology allows people to work from home or any other location instead of in a traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations - i.e. not leaving their house. The only required equipment is Internet access and a workstation.[17] The companies are preferring Virtual Call Centre services due to cost advantage. Companies can start their call centre business immediately without installing the basic infrastructure like Dialer, ACD and IVRS.Virtual call centres became increasingly used after the COVID-19 pandemic restricted businesses from operating with large groups of people working in close proximityIn this course we will start with a broad overview of the Contact Center Telecom platform, the history, the evolution and then deep dive into the individual elements of the Avaya Contact Center platform. You will explore Customer Service, Cloud Contact Center, Architecture, Contact Center Features, Omnichannel Contact Center, Omnichannel Agents and Supervisor, Automation, Artificial Intelligence, etc.I am an Avaya Certified Expert, Developer and Systems Administrator living in the USA with over 20 years experience in IT. This course is cheaper than most other courses because I am not doing this as a full time job, rather because I love teaching Telecom and Contact Center. So join me in becoming A Telecom Expert today!
