{"id":387202,"date":"2020-03-27T07:04:56","date_gmt":"2020-03-27T14:04:56","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/%e7%b5%a6%e6%88%91%e5%80%91%e7%9a%84%e5%ae%a2%e6%88%b6%e7%9a%84%e8%a8%8a%e6%81%af%ef%bc%9a-%e6%82%a8%e7%9a%84%e4%bb%a3%e7%90%86%e5%8f%af%e4%bb%a5%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3\/"},"modified":"2020-03-27T07:04:56","modified_gmt":"2020-03-27T14:04:56","slug":"%e7%b5%a6%e6%88%91%e5%80%91%e7%9a%84%e5%ae%a2%e6%88%b6%e7%9a%84%e8%a8%8a%e6%81%af%ef%bc%9a-%e6%82%a8%e7%9a%84%e4%bb%a3%e7%90%86%e5%8f%af%e4%bb%a5%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e7%b5%a6%e6%88%91%e5%80%91%e7%9a%84%e5%ae%a2%e6%88%b6%e7%9a%84%e8%a8%8a%e6%81%af%ef%bc%9a-%e6%82%a8%e7%9a%84%e4%bb%a3%e7%90%86%e5%8f%af%e4%bb%a5%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3\/","title":{"rendered":"\u7d66\u6211\u5011\u7684\u5ba2\u6236\u7684\u8a0a\u606f\uff1a \u60a8\u7684\u4ee3\u7406\u53ef\u4ee5\u4f7f\u7528 Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u5728\u5bb6\u5de5\u4f5c"},"content":{"rendered":"<p>\u975e\u9810\u671f\u7684\u6642\u9593\u4f7f <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\"><\/a> \u4e16\u754c\u5404\u5730\u7684\u806f\u7d61\u4e2d\u5fc3\u9700\u8981\u5c0b\u627e\u65b9\u6cd5\uff0c\u652f\u63f4\u5176\u5ba2\u6236\u7372\u5f97\u75c5\u6bd2\u76f8\u95dc\u8cc7\u8a0a\u53ca\u5176\u5f71\u97ff\uff0c\u540c\u6642\u964d\u4f4e\u5176\u54e1\u5de5\u7684\u6f5b\u5728\u66b4\u9732\u98a8\u96aa\u3002<\/p>\n<p>\u5f9e\u91ab\u7642\u3001\u5dee\u65c5\u3001\u9280\u884c\u3001\u96f6\u552e\u3001\u96fb\u4fe1\u548c\u4fdd\u96aa\u7b49\u5404\u500b\u884c\u696d\uff0c\u6211\u5011\u7684\u8a31\u591a\u5ba2\u6236\u7684\u4e92\u52d5\u91cf\u5df2\u52a0\u500d\u751a\u81f3\u4e09\u500d\u3002 \u00a0\u5728\u9019\u4e9b\u5145\u6eff\u6311\u6230\u7684\u671f\u9593\u8aac\u660e\u5ba2\u6236\u53ca\u5176\u793e\u7fa4\u9019\u662f\u4e00\u500b\u4e00\u81f4\u7684\u5fc5\u9808\u63aa\u65bd\u3002<\/p>\n<p>Cisco \u7684\u512a\u5148\u9806\u5e8f\u662f\u4f7f\u6211\u5011\u7684\u5ba2\u6236\u80fd\u5920\u9069\u61c9\u9019\u4e9b\u7dca\u6025\u9700\u6c42\u3002 \u5f88\u591a\u4eba\u5df2\u7d93\u4f7f\u7528 Cisco \u7684\u865b\u64ec\u806f\u7d61\u4e2d\u5fc3\u8207\u9060\u7aef\u4ee3\u7406\u89e3\u6c7a\u65b9\u6848\u8a31\u591a\u5e74\uff0c\u73fe\u5728\u5c0d\u6b64\u7684\u9700\u6c42\u5df2\u660e\u986f\u589e\u52a0\u3002 \u00a0\u96d6\u7136\u6211\u5011 40% <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\">\u4ee5\u4e0a\u7684\u5ba2\u6236\u5df2\u6709\u5728\u5bb6\u5de5\u4f5c\u7684\u8a08\u756b\u4f9b\u5176\u806f\u7d61\u4e2d\u5fc3\u8cc7\u6e90\u4f7f\u7528\uff0c\u4f46\u9019\u88e1\u662f Unified Contact Center Enterprise<\/a>  <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">\u548c Unified Contact Center Express<\/a> \u5ba2\u6236\u5982\u4f55\u5feb\u901f\u64f4\u5145\u6216\u555f\u52d5\u5176\u4ed6\u5728\u5bb6\u5de5\u4f5c\u7684\u8a71\u52d9\u4e2d\u5fc3\u54e1\u5de5\u4ee5\u4fdd\u6301\u751f\u7522\u529b\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u5feb\u901f\u8a2d\u5b9a\u300c\u5728\u5bb6\u5de5\u4f5c\u300d\u4ee3\u7406\u8207\u76e3\u7763\u54e1<\/strong><br \/>\n<\/span><\/h2>\n<p>Cisco \u5167\u90e8\u90e8\u7f72\u806f\u7d61\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u63d0\u4f9b\u591a\u7a2e\u65b9\u6cd5\uff0c\u4f7f\u4ee3\u7406\u548c\u76e3\u7763\u54e1\u80fd\u5920\u6709\u6548\u5730\u5f9e\u5bb6\u4e2d\u57f7\u884c\u5176\u5de5\u4f5c\u3002\u00a0 \u9078\u64c7\u7684\u65b9\u6cd5\u53d6\u6c7a\u65bc\u552f\u4e00\u7684\u806f\u7d61\u4e2d\u5fc3\u914d\u7f6e\u548c\u696d\u52d9\u9700\u6c42\u3002 \u5982\u9700\u5b8c\u6574\u7684\u8a2d\u5b9a\u6307\u793a\uff0c\u8acb\u95b1\u8b80 <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">\u6211\u5011\u7684\u4e3b\u89e3\u6c7a\u65b9\u6848\u90e8\u7f72<\/a>\u6307\u5357\u3002<\/p>\n<ul>\n<li><strong>\u900f\u904e\u5bec\u983b\u7684\u9060\u7aef <\/strong>\u4ee3\u7406\u6b64\u65b9\u6cd5\u53ef\u5728 Unified Contact Center Enterprise \u548c Express \u5e73\u81fa\u4e0a\u4f7f\u7528\uff0c\u4e26\u4e14\u63d0\u4f9b\u8207\u4f7f\u7528 VPN \u7684\u5bec\u983b\u7db2\u8def\u9023\u63a5\u5728\u8fa6\u516c\u5ba4\u4e2d\u5de5\u4f5c\u76f8\u540c\u7684\u9ad4\u9a57\u3002 \u9700\u8981 Cisco Finesse \u4ee3\u7406\u684c\u9762\u8207\u7aef\u9ede\uff0c\u5982 Cisco IP Phone\u3001Cisco Jabber \u6216 Cisco IP Communicator\u3002<\/li>\n<li><strong>\u5177\u6709 Expressway <\/strong>\u7684\u9060\u7aef\u4ee3\u7406\u6b64\u65b9\u5f0f\u4e5f\u53ef\u4ee5\u7528\u65bc Unified Contact Center Enterprise \u548c Express \u5e73\u81fa\uff0c\u8207\u4f7f\u7528 Cisco Finesse Desktop over VPN \u7684\u4ee3\u7406\u4e00\u8d77\u4f7f\u7528\u3002 \u5b83\u5229\u7528 Cisco <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-edge\/index.html?dtid=osscdc000283\">Webex Edge<\/a> \u67b6\u69cb\uff0c\u5305\u62ec Cisco Unified Communications Mobile \u548c Remote Access\uff0c\u70ba\u4e0d\u5728\u5546\u696d\u7db2\u8def\uff08\u4f8b\u5982 Cisco IP Phone\u3001Cisco Jabber \u6216 Cisco IP Communicator\uff09\u4e2d\u7684\u7aef\u9ede\u555f\u7528\u5b89\u5168\u5b58\u53d6\u3002<\/li>\n<li><strong>\u5177\u6709\u5ef6\u4f38\u548c Connect \u7684\u9060\u7aef\u4ee3\u7406 <\/strong>\u6b64\u65b9\u6cd5\u53ef\u8b93 Unified Contact Center Express \u4ee3\u7406\u5f9e\u5bb6\u4e2d\u4f7f\u7528\u4efb\u4f55\u88dd\u7f6e\u5de5\u4f5c\u3002 \u6b64\u529f\u80fd\u63d0\u4f9b\u4e86\u4f7f\u7528\u9023\u63a5\u81f3\u7db2\u8def\u3001\u884c\u52d5\u88dd\u7f6ePSTN\u6216\u5176\u4ed6 PBX \u7db2\u8def\u7684\u88dd\u7f6e\u63a5\u807d\u6216\u64a5\u6253\u96fb\u8a71\u7684\u9748\u6d3b\u6027\u3002 \u60a8\u53ef\u4ee5\u53ea\u9078\u53d6\u5ef6\u4f38\u6a21\u5f0f\uff0c\u900f\u904e Cisco Jabber \u7528\u6236\u7aef\u555f\u7528\u5ef6\u4f38\u548c\u9023\u63a5\u529f\u80fd\u3002<\/li>\n<li><strong>\u884c\u52d5\u4ee3\u7406 <\/strong>\u884c\u52d5\u4ee3\u7406\u884c\u52d5\u4ee3\u7406\u529f\u80fd\u53ef\u8b93 Unified Contact Center Enterprise \u4ee3\u7406\u5728\u5bb6\u5de5\u4f5c\uff0c\u4e14\u80fd\u9748\u6d3b\u5728\u4efb\u4f55\u5354\u529b\u5ee0\u5546\u4ea4\u63db\u5668\u57fa\u790e\u67b6\u69cb\u4e0a\u4f7f\u7528\u5176\u504f\u597d\u7684\u96fb\u8a71\u9078\u9805\u3002 \u4ee3\u7406\u5728\u767b\u9304\u671f\u9593\u6307\u5b9a\u5176\u76ee\u7684\u5730\u96fb\u8a71\u865f\u78bc\uff0c\u4e26\u53ef\u4ee5\u7d93\u5e38\u8b8a\u66f4\u865f\u78bc\u3002 \u4ee3\u7406\u5c07 Cisco Finesse \u4ee3\u7406\u684c\u9762\u7528\u65bc VPN\u3002<\/li>\n<\/ul>\n<h2><strong><br \/>\n  <span>\u4f7f\u7528 Cisco \u5b89\u5168\u6027\u4f86\u4fdd\u8b77\u9060\u7aef\u4ee3\u7406<\/span><br \/>\n<\/strong><\/h2>\n<p>\u70ba\u4fdd\u8b77\u60a8\u7684\u9060\u7aef\u4ee3\u7406\uff0cCisco \u63d0\u4f9b <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/security\/anyconnect-secure-mobility-client\/index.html\"><\/a> \u5c08\u70ba\u4fdd\u8b77\u9060\u7aef\u5de5\u4f5c\u8005\u800c\u8a2d\u8a08\u7684\u95dc\u9375\u5b89\u5168\u6280\u8853\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u7dad\u8b77\u5ba2\u6236\u9ad4\u9a57\u7684\u54c1\u8cea<\/strong><br \/>\n<\/span><\/h2>\n<p>\u7576\u60a8\u7684\u5ba2\u6236\u7dda\u4e0a\u63a5\u89f8\u9ede\u5feb\u901f\u589e\u52a0\uff0c\u4e26\u4e14\u60a8\u7684\u4ee3\u7406\u958b\u59cb\u9060\u7aef\u5de5\u4f5c\u6642\uff0c\u4ed4\u7d30\u76e3\u63a7\u5ba2\u6236\u6b77\u7a0b\u5f88\u91cd\u8981\uff0c\u4ee5\u78ba\u4fdd\u5728\u5ba2\u6236\u6700\u9700\u8981\u60a8\u7684\u95dc\u9375\u6642\u9593\uff0c\u60a8\u4ecd\u7136\u7b26\u5408\u6240\u9700\u7684 CSAT \u6216 NPS \u5206\u6578\u3002 \u53ef\u4ee5\u4f7f\u7528 Webex \u9ad4\u9a57<a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\"> \u7ba1\u7406\u8207 Unified Contact Center Enterprise \u548c Express \u89e3\u6c7a\u65b9\u6848\u4e4b\u6574\u5408\u76e3\u63a7\u901a\u8a71\u5f8c CSAT \u6216 NPS <\/a>\u5206\u6578\uff0c\u4e26\u5feb\u901f\u7372\u5f97\u806f\u7d61\u4e2d\u5fc3\u4efb\u4f55\u554f\u984c\u7684\u6839\u672c\u539f\u56e0\u5206\u6790\uff0c\u5f9e\u800c\u5b8c\u6210\u6b64\u64cd\u4f5c\u3002<\/p>\n<p>\u6b64\u89e3\u6c7a\u65b9\u6848\u9084\u53ef\u8b93\u60a8\u57f7\u884c\u5b9a\u671f\u4ee3\u7406\u8108\u885d\u8abf\u67e5\uff0c\u9019\u4e9b\u8abf\u67e5\u5c0d\u65bc\u77ad\u89e3\u9060\u7aef\u4ee3\u7406\u5982\u4f55\u9069\u61c9\u5728\u5bb6\u5de5\u4f5c\uff0c\u4ee5\u53ca\u5206\u6790\u5bb6\u5ead\u5bec\u983b\u3001\u9060\u7aef\u90e8\u7f72\u6216\u8207\u5176\u4ed6\u53ef\u80fd\u6703\u5f71\u97ff\u5ba2\u6236\u9ad4\u9a57\u7684\u4ee3\u7406\u5354\u4f5c\u7684\u554f\u984c\u5341\u5206\u6709\u7528\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u4f7f\u7528\u81ea\u52a9\u5f0f\u7ba1\u7406\u901a\u8a71\u91cf<\/strong><br \/>\n<\/span><\/h2>\n<p>\u4f5c\u70ba\u696d\u52d9\u6301\u7e8c\u6027\u8a08\u756b\u7684\u4e00\u90e8\u5206\uff0c\u8acb\u8003\u616e\u7531\u81ea\u52a9\u5f0f\u670d\u52d9\u9078\u9805\u4ee3\u70ba\u8655\u7406\u7c21\u55ae\u7684\u5ba2\u6236\u67e5\u8a62\uff0c\u4ee5\u53ca\u4f7f\u7528 IVR \u9810\u5148\u8a55\u4f30\u901a\u8a71\uff0c\u7136\u5f8c\u518d\u88ab\u9060\u7aef\u4ee3\u7406\u63a5\u807d\u3002 \u9019\u6a23\u4e00\u4f86\uff0c\u60a8\u7684\u5ba2\u6236\u53ef\u4ee5 24\/7 7 \u5b58\u53d6\u60a8\u7684\u696d\u52d9\uff0c\u4e26\u6e1b\u5c11\u7c21\u55ae\u8acb\u6c42\u7684\u7b49\u5f85\u6642\u9593\uff0c\u540c\u6642\u6e1b\u5c11\u5ba2\u670d\u4eba\u54e1\u4e00\u4e9b\u547c\u53eb\u8ca0\u8f09\uff0c\u4ee5\u4fbf\u4ed6\u5011\u5c08\u6ce8\u4e8e\u95dc\u9375\u5ba2\u6236\u4ea4\u8ac7\u3002<\/p>\n<p>\u60a8\u4e5f\u53ef\u4ee5\u7531\u4f7f\u7528\u53ef\u7528\u7684 API \u5efa\u8d77\u7531\u667a\u6167\u578b\u667a\u6167 \uff08AI\uff09 \u4f9b\u96fb\u7684\u865b\u64ec\u4ee3\u7406\u4f86\u4ee3\u70ba\u8655\u7406\u901a\u8a71\u91cf\uff0c\u5229\u7528\u804a\u5929\u548c\u96fb\u5b50\u90f5\u4ef6\u9032\u884c\u5165\u7ad9\u67e5\u8a62\uff0c\u6216\u8005\u4f7f\u7528 IVR \u578b\u5916\u767c\u6d3b\u52d5\u4e3b\u52d5\u5730\u63a5\u89f8\u5ba2\u6236\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u7e3d\u7d50<\/strong><br \/>\n<\/span><\/h2>\n<p>\u60a8\u7684\u806f\u7d61\u4e2d\u5fc3\u5728\u8aac\u660e\u60a8\u4fdd\u6301\u696d\u52d9\u6301\u7e8c\u6027\u65b9\u9762\u626e\u6f14\u8457\u95dc\u9375\u7684\u89d2\u8272\u3002 \u6211\u5011\u9047\u5230\u4e00\u4e9b\u5f9e\u672a\u9810\u671f\u7684\u554f\u984c\u3002 Cisco \u53ef\u4ee5\u63d0\u4f9b\u8aac\u660e\u3002 \u6211\u5011\u512a\u5148\u95dc\u6ce8\u6211\u5011\u7684\u5ba2\u6236\uff0c\u9019\u6a23\u60a8\u53ef\u4ee5\u95dc\u6ce8\u60a8\u81ea\u5df1\u7684\u5ba2\u6236\u548c\u54e1\u5de5\u3002<\/p>\n<p><span><br \/>\n  <strong>\u60f3\u8981\u5982\u4f55\u4f7f\u7528 Webex \u555f\u7528\u9060\u7aef\u5de5\u4f5c\u5718\u968a\u55ce\uff1f <\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"HTTPs:\/\/www.raconteur.net\/sponsored\/how-to-enable-a-remote-workforce-using-webex\">\u95b1\u8b80\u300a\u82f1\u570b\u6642\u5831\u300b\u4e2d\u6709\u95dc&#8217;\u63a5\u901a\u696d\u52d9\u300d\u7684\u7279\u6b8a\u5831\u544a\uff0c\u4e26\u95b1\u8b80 Cisco Collaboration \u548c \u554f\u8207\u7b54 \u9ad8\u7d1a\u526f\u7e3d\u88c1\uff0c\u4ee5\u53ca\u8207 Webex Teams \u7684 Cisco Collaboration and \u554f\u8207\u7b54 \u526f\u7e3d\u88c1\u548c\u7d93\u7406\uff0c\u6709\u95dc\u9060\u7aef\u5de5\u4f5c\u7684\u5c08\u5bb6\u63d0\u793a\u3002\u00a0<\/a><\/p>\n<blockquote>\n<p>\u82e5\u8981\u77ad\u89e3\u5982\u4f55\u8a2d\u5b9a\u9060\u7aef\u4ee3\u7406\uff0c\u8acb\u95b1\u8b80 <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">\u6211\u5011\u7684\u300a\u5bb6\u5ead\u89e3\u6c7a\u65b9\u6848\u90e8\u7f72\u6307\u5357\u300b\u3002<\/a><br 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Wiener","image":{"@type":"ImageObject","inLanguage":"zh-TW","@id":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","caption":"David Wiener"},"description":"David Wiener is the Senior Director of Product Management, Contact Center &amp; Artificial Intelligence for Cisco\u2019s Collaboration portfolio. In this role, David oversees global product strategy for all contact center solutions, and he also leads the Voicea Research and Development teams for the core speech and artificial intelligence products across Cisco\u2019s Collaboration portfolio. Previously, he was Co-founder and Chief Product Officer at Voicea, a voice-focused AI technology company acquired by Cisco in September 2019. Prior to co-founding Voicea he was Vice President at Oracle, overseeing global product for the Oracle Data Cloud. At Oracle he was responsible for pulling together the acquisitions of BlueKai, Datalogix, AddThis, and Crosswise. Prior to Oracle, David oversaw Product at BlueKai. When David is not working, he enjoys skiing, hiking, cooking, woodworking, and travelling with his family.","sameAs":["https:\/\/www.linkedin.com\/in\/thedavidwiener\/"],"url":"https:\/\/blog.webex.com\/zh-hant\/contributors\/davidwiener\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/posts\/387202","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/users\/5501"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/comments?post=387202"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/posts\/387202\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/media?parent=387202"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/categories?post=387202"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/zh-hant\/wp-json\/wp\/v2\/tags?post=387202"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}