AVAYA呼叫中心介绍

Bullet level one,Bullet level two,Bullet level three,Bullet level four,*,Click to edit Master title style, 2010 Avaya Inc. All rights reserved.,Bullet level one,Bullet level two,Bullet level three,Bullet level four,Click to edit Master title style,Avaya Aura Contact Center,产品培训,2,内容概要,联络中心发展概述,联络中心基础知识,Avaya,联络中心解决方案及产品,联络中心发展概述,联络中心基础知识,Avaya,联络中心产品及解决方案,典型联络中心应用案例,3,联络中心发展概述,本章节的主要内容,联络中心的主要特征,1,2,联络中心的交互方式,3,联络中心的主要类型,4,4,近年来，整体解决方案，,NGN,，,3G,SIP,通讯融合的商业流程正在逐渐占据市场主流，新一代联络中心产业革命正在酝酿,起源于,20,世纪,40-50,年代民航业，与铁路公司竞争，,泛美航空公司1956,年建成并投入使用,了第一个有一定规模的联络中心,AT&T,于,1967,年正式开始运营800被叫付费业务,。IVR,技术也逐渐得到应用，为联络中心在全球范围内推广、应用奠定了基础,80-90,年代，联络中心引入了,ACD,，,CTI,应用，,CRM,系统得到极大应用和发展，外拨系统逐渐得到认可和应用,21,世纪初，多媒体，多渠道，智能路由，多点分布，集中管理，有效运营，外拨营销已经成为联络中心的新特征,联络中心发展概述,5,联络中心的主要特征,统一接入号码（,95,，,96,，,800,，,4006,，,4008,，,100X0,）,联络中心通过统一的交互号码为客户提供各种各种各样的信息和服务；,多媒体接入方式,电话，传真，自动留言，短信，,WEB,，,Email,，视频等等,不间断服务,联络中心可以为用户提供,7 * 24,的全天候不间断服务；,交互的智能路由,能够处理大量不同类型的交互，并根据交互相关信息，自动进行交互路由，分配系统资源。,外拨任务自动分配与执行,能够灵活生成外拨名单和任务，由系统自动进行拨号和结果检测，提高外拨营销效率和人员利用率。,与计算机系统的集成,能与计算机系统集成使用，共享企业,CRM,，,ERP,等信息资源，提供个性化服务和自助式业务处理方式,全面的数据统计分析能力：,记录和储存所有交互信息，并对信息进行归类分析；可以对系统运行，员工绩效评估，中心运营效益等数据进行分析和挖掘。,6,联络中心的客户交互方式,-,多渠道接入,人工电话交互服务,Voice,自动语音交互服务,IVR,传真服务,FAX,短信服务,SMS,自动留言服务,MailBox,Web,服务：文本交谈、护航浏览、,VoIP,通话、表单共享、,电子邮件服务,EMAIL,视频服务,Video,CSP,ASP,ISP/IC,A,S,PORTAL,7,联络中心的主要类型,企业自用型联络中心,外包型联络中心,按交互类型分为：,呼入型联络中心,呼出型联络中心,呼入、呼出混合型联络中心,服务型联络中心,营销型联络中心,服务、营销综合型联络中心,按职能分为：,按建设模式分为：,8,内容概要,联络中心发展概述,联络中心基础知识,Avaya,联络中心解决方案及产品,联络中心发展概述,联络中心基础知识,Avaya,联络中心产品及解决方案,典型联络中心应用案例,9,联络中心系统架构,本章节的主要内容,联络中心的主要模块介绍,1,2,联络中心的典型技术架构,3,联络中心的呼叫处理流程,4,10,联络中心逻辑架构,11,联络中心的组成,基础架构,电话排队机,PBX/ACD,计算机电话集成软件,CTI,自助服务系统,IVR/IFR/IVVR,自动外拨系统,Outbound,人工座席,Agent,数据库系统,Database,运营管理,录音质检设备,Recording,劳动力管理软件,Workforce Management - WFM,统计报表软件,Reporting,数据挖掘与分析软件,Datawake,业务应用,ERP,软件,工单系统,知识库,12,联络中心的关键组件一, PBX,排队机,连接公用电话网，主要实现电话呼入、呼出功能；,提供自动呼叫分配,ACD,系统：,ACD,系统是联络中心有别于一般的热线电话系统和自动应答系统的重要标志,提供,CTI Link,模块作为计算机,/,电话集成接口；,支持,IVR,自助语音服务系统连接；,呼叫管理系统，用于有效管理所有话务；,13,联络中心的关键组件二,- CTI,电脑电话集成软件,计算机电话集成,CTI,中间件,实现电话与计算机间的信息共享,通过特定交换机的,CTI Link,，实现后台计算机应用系统对交换机进行呼叫控制和呼叫状态传递,全面控制交换机的电话、呼叫、分组、引导和中继线，实现灵活的呼叫管理和监控,与联络中心中的,ACD,、,IVR,、录音设备、,FAX,、应用软件、数据库各部件相集成,提供统一标准的编程接口，屏蔽,PBX,与计算机间的复杂通信协议，给不同的,CTI,应用程序开发和,CTI,应用系统集成带来极大方便,主要功能,屏幕弹出功能：,协调的语音和数据传送功能：,个性化的呼叫路由功能：,预览功能：,预拨功能：,“软电话”功能：,14,联络中心的关键组件三, IVR,自动语音应答,提供自动语音交互式服务，实际是一个“自动的业务代表”，提供,7*24,小时不间断服务；,IVR,系统可以提供自助语音服务菜单，进行语音导航，呼叫分流；,通过,IVR,系统，用户可以利用音频按健电话或语音输入信息，从该系统中获得预先录制的数字或合成语音信息；,IVR,系统可以配合,TTS,文语转换、,ASR,语音识别等应用软件，提供更为先进、灵活的语音自助服务功能；,IVR,系统可以与后台数据库进行交互，利用后台数据库中的信息筛选来话并传送路由；,IVR,系统可以提供呼入应答服务和主动呼出服务,15,自动呼叫分配子系统,ACD,（软排，硬排）,用于管理呼入呼叫的路由、排队、分配和话务流量统计的应用系统,当呼叫进入联络中心系统后，,ACD,借助客户预先定义的规则对呼叫进行路由、排队,ACD,系统提供多种呼叫分配机制，实现人工业务代表与客户的最佳匹配，提高资源的利用率和效率：,先闲先分配,基于业务代表技能的分配,基于等待时间的分配,基于客户优先级的分配,基于预测技术的分配,基于服务质量和业务目标的分配,ACD,系统能够提供呼叫队列、座席的工作量统计信息，为联络中心的运营管理、质量考核、远期发展规划提供理论依据,联络中心的关键组件四, ACD,自动话务分配,16,主动呼出系统,Outbound,负责主动呼出呼叫并与用户建立联系；,适用于客户关怀，业务拓展，主动营销等环境；,外呼方式可分为人工外呼，自动外呼，预览呼叫，预测呼叫；,人工座席子系统,Agent,人工座席是为客户提供服务的业务代表；,人工座席由电话、耳机、计算机应用软件、计算机设备组成；,座席计算机应用软件通过局域网访问,CTI,服务器和数据库服务器，具有软电话功能，实现各种电话操作；呼叫信息能够自动弹出在座席终端上；,人工座席按功能可划分为业务代表座席、班长座席、质检席、后台业务席；,联络中心的关键组件五, Outbound,主动外呼系统,17,电话录音系统,对业务代表和客户的通话进行全程录音,对录音数据进行存储管理,支持全程录音和随机调听,录音设备的分类：,中继线录音，用户线录音；,并线录音，会议录音；,传统电话录音，,IP,电话录音；,呼叫管理系统,实现对联络中心实时状态监控和呼叫统计；,提供图形化、丰富翔实的统计报表；,提供联络中心现场管理和实时管理手段；,联络中心的关键组件六,- Recording,录音及报表系统,Gateway,IP Phones,TDMTrunks,Network Switch,VoIPLogger,18,Avaya,联络中心功能模块架构,排队机,/,呼叫路由,ACD,S8720/S8500/S8400/S8300,IVR,AIR,VP,报表,CMS,IQ,OA,CTI,AIC/CCE,多媒体处理,数据分析,数据挖掘,智能路由,Business,Advocate,CTI LINK,数据库访问,录音,NICE,WITNESS,语音接入,排班,BLUMPUNKING,IEX,外呼,PCS,Agent,座席,多媒体接入,19,电话,交换机,PSTN,电话,IVR,服务器,数据网,应用,服务器,坐席,电话,远端坐席,CTI,服务器,CTI LINK,CTI LINK,服务器,联络中心典型呼叫处理流程,1,2,3,4,5,6,ISDN PRI,中继线,Line Side E1,7,8,远端坐席,远端坐席,20,内容概要,联络中心发展概述,联络中心基础知识,Avaya,联络中心解决方案及产品,联络中心发展概述,联络中心基础知识,Avaya,联络中心产品及解决方案,典型联络中心部署案例,21,Avaya,Contact Center,解决方案,本章节的主要内容,AACC,解决方案介绍,Avaya Contact Center,产品发展路线,1,2,3,22,Avaya,企业通讯整体解决方案及产品,Deskphone,Portal,Communicator,Mobile,Speech,Agent,User Collaboration,用户协作,Communications Infrastructure,通信基础设施,Servers, Gateways, Virtualization, Networks,服务器、网关、虚拟化、网络,Session Manager,ApplicationEnablement,应用启用,Presence,在线状态,IntegratedManagement,集成管理,Voice & Video Telephony,语音与视频通信,Communication Manager,Messaging,Video, Audio, Web,Conferencing,Group Collaboration,部门协作,Performance Analytics,性能分析,Avaya IQ,Contact Management,Interaction Solutions,互动解决方案,Self-Service,Proactive Contact,Operational Effectiveness,23,Why AACC?,1. Variety media contact and unified queuing,多渠道接入 统一排队,2. Cross-platform and phone-set support,保护用户投资,3. Social media integration,追踪用户反馈 提升企业形象,4. Embedded soft-phone for AAAD,降低,TCO,24,Overview of AACC 6.0, 6.1, 6.11, 6.2, 7.0,6.0,Nortel CC 7.0 + Avaya MBT,6.1 (Nov, 2010),Agent Desktop Softphone,Avaya CC Elite Voice + AACC Multimedia,VP and WFO integration,6.1.1 (Feb, 2011),Session Manager, SIP Phone,3000 Agents,HA enhance,6.2 (May, 2011),Unified Agent Desktop,Social Media Gateway integration,7.0 (Nov, 2011),Pure Aura architecture,Unified multimedia customer contact,Customers,Voice,E Mail,Chat,25,Upgrade Roadmap to Full Avaya Aura,25,25,SIP Enable PBX +,Add AACC R6,Upgrade Path to Avaya Aura,Tactical,Tactical,Strategic,NEW/Existing ACM/,NES Customer,ACM,CS 1000,M1,CS 1000,ACM,TDM & IP Phones,Session Manager,System Manager,PresenceServices,Voice/,VideoServices,ACM5.2.1 CS 1000,+,AACC R6,26,Avaya Aura Contact Center Suite,IVR,Web,Chat,Email,AutomatedExperienceManagement,Chat,Email,MMS,MMS,SMS,SMS,Video,XML,Web,Voice,Agent Environment,Performance Management,Assisted Experience Management,端到端的解决方案,Reporting,Analytics,WFO,Avaya Agile Communication Environment (ACE),or CS1000,27,产品演进路线,Enterprise,Mid-Market,2010,Jul 2010,Nov 2010,May 2011,AACC 6.2,Interaction Center 7.3,Add-on licenses to Elite,IC,CCE,Multi-media add-on to Elite: IC or CCE,Add-on licenses to Elite,IC,CCE,Multi-media add-on to Elite: Avaya AACC,Add-on licenses to Elite,IC,CCE,CCE 5.0,and,CC 6.2,Contact Center Express,Interaction Center 7.2,CC 6.0,CC 5.2 (Elite),AACC 6.1,AACC 6.0,CC 7.1 / CC 7.1 Express,VOICE,MULTIMEDIA,28,28, 2010 Avaya Inc. All rights reserved.,28, 2010 Avaya Inc. All rights reserved.,Avaya Aura CC R6.0,System Architecture,29,组件缩写,Name,Description,CCMS,Contact Center Manager Server,CCMA,Contact Center Manager Administration,CCT,Communication Control Toolkit,CCMM,Contact Center Multimedia Manager,CCAD,Contact Center Agent Desktop,ADD,Agent Desktop Displays,CRQM,Contact Recording and Quality Monitoring,SCE,Service Creation Environment,30,Avaya,Aura CC R6.0,CCMS,Contact Center Manager Server (CCMS) is one of the core software components within Avaya Aura CC that provides many capabilities for core Contact Center operations:,InterSystems Cache Database for persistence of configuration and operational measurement data,Java based data access to the database,Queuing / Routing,Connectors for accessing communication platforms,Reporting and analytics,Apache Web Server for web based real-time data feeds,31,Avaya,Aura CC R6.0,CCMA,Browser Access to all Avaya Aura CC management work items for Supervisors and Administrators,Security enabled with partitioning read/write/modify access and roles,Allows access to SCE, Reporting, Outbound, Multimedia Configuration and Call Recording ( when available),32,Avaya,Aura CC R6.0,CCMA,Agent View Filtering Criteria, Multiple Changes,Contact Center Management,33,Avaya,Aura CC R6.0,CCMA,实时报表,Standard RTDs,Applications, Skillsets and Agents,Horizontal/Vertical bar chats, Pie and Tabular displays,Agent Map,Displays Graphically Agent Seating Positions,Agent Block tied to login id,TimeLine/Trending Displays,Applications and Skillsets,15 minutes Buffered real time data,Refresh rates 1,5,10,30 secs,Display history 1, 5, 10 or 15 minutes,Agent Desktop Displays (ADD),Agent Desktop Displays,Hyperlink,:,Drilldown to,Agent Settings,34,Avaya,Aura CC R6.0,CCMA,历史报表,121 standard report templates available,Centralized storage of report templates,Customized report sharing using report group folders,E-mail notification of scheduled report completion,Supervisor filtering,Administrative partitions,Report Creation Wizard,enables customization and data combination,Output Formats crystal ras, excel, http, word, txt, csv, etc,35,Avaya,Aura CC R6.0,CCMA,历史报表,36,Avaya,Aura CC R6.0,CCMA,Report Creation Wizard,报表制作向导,Avaya Aura CC R6.0 contains qty1 RCW license as standard, additional licenses may be purchased,Users is guided through process using wizard,Removes requirement for Excel to manipulate data to get correct report format and content,Does not require intensive database knowledge RCW can be used by most CC supervisors and administrators with a little training,Once imported, users can filter reports based on multiple data files,How many times on hold?,Agent login id, etc.,37,Avaya Aura Communications Control Toolkit,Converged middleware & integration toolkit based on Microsoft .NET 3.0/3.5 classes multiple levels of abstraction (full, simplified and graphical) plus an SDK available through DPP .knowledge worker and contact center environments,CCT SDK support for both voice and multimedia contacts for CTI Development,Supports NES CS1000 and Avaya Aura MBT platforms,Object Oriented .NET Call Control API,.NET CLR and all .NET languages (C#, VB, C+ etc),SOA Web Services and REST APIs,38,通信基础架构,链路层,服务提供层,通讯控制层,传输层,接口开发层,应用层,CS1000,Avaya MBT,AML,MLS,AACC,SIP,MLS,SP,SIP,SP,PVI Platform HA compliant,CCT Data,Access,Layer,Admin,Services,CCT Support Tools,Installation,Admin,Debug,Performance,CCT Services,Contact Management,Communications Control,State Management,Session Management,Secure Transport (WCF),.NET Visual Basic.NET, C#, Managed C+, COM,CCT Full API,CCT Lite,CCT Graphical,CCT Web Services,REST,软电话,弹屏, CRM,集成,录音,呼叫记录,外拨,业务应用集成,排班,Secure Transport (TLS),WS Lite,WS Full API,Avaya CS1000,AML,SP,CS1000,CCT,架构,-,多层开发能力,39,+,使得社区网络变成双向的个性化服务渠道,客户通过增加一个个性化的,CSW,（客户服务部件）找到所需业务,客户通过,CSW,请求服务,发送客户信息到呼叫中心来启动工作流，弹屏等等,低成本，高指标的的,VoIP,呼叫,国外,Facebook,，,Twitter,国内 人人 新浪,Tencent (open API),社区媒体,40,社区媒体,与座席交互,客服中心座席,实时语音，视频，聊天,根据上下文联系到相应座席,上下文信息，历史，之前问题等,41,Avaya,社区媒体网关,标准媒体,社区网络,网页,联系,工作流,座席,&,专家座席,用存在的,Avaya Aura Contact Center,基础架构来扫描和处理来自社区媒体的事件,Enterprise Contact Center,呼入联系,社区媒体网关,42,Dialog Designer,AACC,与社区网络的集成架构,企业呼叫中心,一般的渠道,社区网络渠道,所有的内容,相关的内容,需要处理的内容,Outbound /,Agent Feedback,Dialog App Deployment,报表,3,rd,Party,座席,&,专家,CRM,上下文,Social Media Manager,网关,呼叫中心混合座席路由,AACC, CC7.x, AIC,App Server,Social Media,Manager Toolkit,Avaya Social Media Manager,Avaya Product,SMM,DMZ,Proxy,CSW Generator,Text Processing,Social Media Manager,Web,管理,Social / Internal,Context,SMM,Design,43,邮件,传真,语音邮件,扫描，短信,邮件处理能力,AAAD,包含邮件编辑器,无需外部的邮件客户端,自动建议邮件模板,- AACC,学习经常用到的响应，并且这些响应被建议给自动化的响应,.,新的多媒体服务水平计算,考虑呼叫中心的开放,/,关闭周期,来自语音邮件服务器的语音邮件,(.wav),作为邮件被转发,获得呼叫者的,ID,为回呼,(call back),来自传真服务的传真,(.tiff),作为邮件被转发,获得呼叫者的,ID,为回复,来自扫描设备的扫描文件,(.tiff),作为邮件被转发,来自短信网关的短信被转发到邮件地址,AACC,多媒体,- CCMM,44,交谈,客户选择聊天选项,座席空闲并接受联系,与客户网页交互,文本交谈或回呼,回呼,客户选择预定回呼,Web,网页交谈和回呼应用可以下载，包括,视频演示和如何让你的,Web Site,具备这个功能, Web,交谈处理,Web,交谈和回呼,有,Web,联系呼入,接受或拒绝,接受,Web,联系,46,传真,&,扫描文件,&,短信,传真和扫描文件集成查看器,接受扫描文件,(,扫描技能组,),或传真,(,传真技能组,),益处,:,传真进入传真服务器或消息系统，然后路由到座席,产生的语音邮件被路由到座席,来自文档服务器的扫描文件被路由到座席,Desktop used to send outgoing faxes and documents,益处,:,节省时间和金钱,47,“6”,个步骤实现一个外拨活动,预览式和渐进式外拨,步骤,1 ,产生外拨脚本,步骤,2 ,创建一个处理码,步骤,3,创建一个外拨活动,步骤,4 ,增加客户详情,步骤,5 ,激活外拨活动,步骤,6 ,监控进展,48,AACC - Email Handling within CCMM,Benefits,Blend agents to handle emails when not active on inbound traffic,POP3 / SMTP compliant, option to connect to mail server over SSL MIME compliant.,Supports MS Exchange, Lotus Domino, Groupwise.,Key Functional Concept,Unified routing and reporting of email contacts.,Multimedia Administration,Configure Rules to parse emails for keywords and phrases,Auto-respond to the sender based on the parse results or suggest answers to the agent,Agent Desktop,Full email editor capabilities, no need for separate email clients,Previous conversation thread with the customer is maintained,Reporting,Track agent performance consistently with voice traffic,Report on multimedia service levels,How it works?,EmailManager will poll mailboxes for incoming mails. Once analysed, they are stored in CCMM db and queued. Agent Desktop reads the contact from the CCMM db, reply is stored in the db and EmailManager will send to SMTP server for relay.,49,AACC -,Multimedia Routing,EMAIL FAX VoiceMail SMS,From /To,Address,Keyword Group1,Marketing,Keyword Group 2:,Sales, Support,Rules, % matching to cater for spelling mistakes,Logical Operators,Analysis,Engine,End Customer,Auto Acknowledge,Auto Respond based on Knowledge Base of suggested Responses,Reply,Transfer,Salesavaya.ie,Supportavaya.ie,EMAIL,Voicemail,/Fax/SMS,Auto-promotion of Responses,Frequently used Agent responses optimally prompted to Auto Responses,Customer Service,Queue to Agent,Queue to Skillset,Automatic Response Prompting for Agents,(1) Recommended Suggested Response,(2) Frequently Used Responses prompted to Auto Responses,(3) Search Knowledge Base using keywords for other responses,AACC R6,50,AACC -,Multimedia Routing,Rules and Keywords Routing,Key Word Group 2,=,+,+,Skillset,EM_Support,finance,lending,financial,Loan,mortgage,Preferred Agent,1234,Auto Response,Support Reply,OR,Out-Of-Hours Reply,Priority,2,Outputs,Key Word Group 1,information,about,info,question,Key Word Group 3,do not,dont,AND,AND NOT,To Address,support,From Address Group 1,*,Close Contact?,No,Contact,Type,E-Mail,Auto-Suggest,Configuring IP Phones,Auto-Suggest,Key,Optional,Mandatory,51,Avaya Aura CC R6.0 Agent Desktop,座席状态显示,媒体控制面板,用户信息显示,历史工单列表,历史工单详细信息显示,当前工单切换,当前工单处理界面,52,特性,:,支持座席工作在多个并发的工作内容,并发的最大,5,个联系,使用多样化分类来提供多样化座席组的能力,衡量座席工作性能在多个工作内容,新的实时和历史的报告,当工作在多个工作内容时，更新座席桌面来确保座席生产率和效率,选项,中断座席的语音处理当多媒体处理时,中断座席的多媒体处理当语音处理时,工作负载均衡方式,AAAD,多媒体并发处理,语音,邮件,Web,交谈,53,AAAD,座席桌面统计,实时座席的呼叫中心统计,在座席桌面中有总结的座席和技能组统计,业内独一无二的特点,选项,座席所在默认技能组的联系应答，等待等图表,基于阀值弹出可配置的告警，例如排队,某阀值,54,Avaya Aura CC R6.0,Service Creation Environment,流程定制工具,Service Creation Environment (SCE),is the graphical “flow” designer application that controls how a contact is assigned and routed within the Avaya Aura CC Application,Advanced UI features:,Zoom in/out, Pan, Incremental layout, Full Layout, Paging breakdown of large graphs. Documentation Suite Create and Print Flows in HTML/PDF/RTF. Pre-recorded Canned Videos of Flow Creation,OAM integration,: Provides a snapshot of the OAM data in the system, no longer required to have a good working knowledge of the system,Packaged Flows,: Provide canned flows out of the box for Voice, Multimedia and Network Routing. Templates for standard greeting, standard routing, play prompt & collect digits and sample menus.,Default Prompts,: Default data and default prompts for the sample flows for SIP deployments,55,SCE,流程定制界面,服务器端脚本列表,图形化脚本编辑器,本地脚本列表,同步任务列表,/ Debug,事件列表,组件面板,56,Workforce Optimization 10.1 Integration,Closed loop, continuous improvement accentuate the positive and remedy shortfalls,Saves time, effort and cost pre-integrated solution,Contact Recording,SIP contact recording,Secure in storage, transport and archiving,Meet regulatory requirements in certain industries,Comply with Payment Card Industry Data Security Standard v1.2,Screen Recording (Quality monitoring),Facilitates identifying and reinforcing good behavior,Easy to isolate and remedy areas requiringimprovement,eLearning,Improve competence by creating learning content and assign learning plans to agents,Performance management scorecards help assess individual and organizational performance against goals,Workforce management,Helps optimize staffing costs,Boost agent morale by allowing self selection of shifts,Flexibility of offering preferential shift selection as reward,57,AACC R6.0,服务器部署模式,相容模式,/,独立模式,/,虚拟化,Avaya Aura CC R6.0,software,Single-server,Win 2008,All Modules Co-Resident,200,Active agents Max,Non VMWare,For,201-300 (MBT) / 201-1000 CM),active agents,VMWare Supported,MAS deployed on separate server,Standard Win 2008 Install,SIP Installations*,NES, CM & MBT,VMWARE,CERTIFIED,For,201-5000,active agents,3000 Multimedia,VMWare Supported,VMWARE,CERTIFIED,Single-server,Win 2008,All Modules Co-Resident,200,Active agents Max,VMWare supported,VMWARE,CERTIFIED,NES AML Installations,VMWARE,CERTIFIED,For,201-5000,active agents,One Large Server virtualised into multiple servers,All components separate,* SIP installation refers to the switch connectivity, not end points,58,联络中心部署案例,国航,S8710,G650,Main Beijing,ESS,Backup,Chengdu,AACC-2,E1,G650,Avaya IR,AACC-1,WAN,PSTN,6E1,Shanghai,98Agents,39Agents,28Agents,E1,G700+LSP,PSTN,Others in future,Agents,AES-1,AES-2,CLAN-1,CLAN-2,CLAN-3,CLAN-4,ESS,G650,E1,PSTN,PSTN,E1,SES,59,中国农业银行卡中心,(600,线,),深发展外包呼叫中心,(500,线,),中国交通银行,(,全国,3000,线）,中国民生银行(,1500,线）,重庆建行,(90,线,),中国银行西安分行（,90,线）,上海浦东发展银行花旗信用卡中心（,120,线,）,上海开发银行,(90,线,),昆明农信,(90,线,),江苏农信,(90,线,),中国国际航空公司,(180,线,),海南厦门航空,(120,线,),厦门航空,(30,线,),蓝色快车,(180,线,),中国区部分实施案例,华安基金（150线）,国泰基金（90线）,昆明农信社（60线）,深圳金融联（90线）,中国南方航空公司（120线）,. . . . . .,60,