智能CRM的过程分析【外文翻译】

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1、外文翻译IntelligentprocessanalyticsforCRMMaterialSource:BTTechnologyJournalVol24No1January2006Author:BAzvine,DDNauck,CHo,KBroszatandJLimManyorganisationsusedecisionmodelsintheirprocessessuchastablesortreestoprovidedecisionsupporttotheiroperationaldivisions.Forexample,infaultmanagement

2、,customercontactcentreoperatorsusuallyuseadecisionmodelintheformofprescribedinterviews.Basedontheanswersgivenbycustomers,theoperatornavigatesthroughthedecisionmodeltoreachanassessmentoftheproblem.Inordertoachievecustomersatisfactionandoperationalexcellence,itisveryimportanttoconst

3、antlymonitortheperformanceofadecisionmodelnotonlyonanoveralllevel,butalsoonthelevelofindividualdecisions.Inthispaperwepresentaconfigurablebusinessprocessanalyticstool,knownastheintelligentUniversalServiceManagementSystem,thatconstantlymonitorsdecisiondataandiscapableofoptimisingth

4、edecisionsbasedonhigh-levelbusinessobjectives.Weexplainthevariousfeaturesofthesoftwareandshowhowitcanbeusedtooptimisedecisionprocesses.Wealsoshowhowwecaneasilyprovideacustomisedversiontomonitortheperformanceofprovisionprocesses.1.IntroductionBusinessanalyticssystemsmonitordatagene

5、ratedinbusinessoperationsinordertoanalyseperformancebasedonkeyindicators,andpresenttheanalysisresultstoawiderangeofusersinaformatthatcanbegraspedintuitively.Considerthefollowingscenario.AcustomercallsBTtoreportafaultonthetelephoneline.Theoperatorlogsthecustomerdetailsandfaultinfor

6、mation.Theoperatorisinformedthatanengineeriscurrentlyintheareawherethefaulthasoccurred.Thecustomerisinformedandre-assuredthattheengineerwillattendtothefaultassoonaspossible.Atthetimethecallistakingplace,automaticanalysisofthefaultshowsthattherehavebeenanunusuallyhighnumberoffaults

7、reportedinthesamegeographicalareainthelasttwoweeks.Thistrendtriggersane-mailtotheanalysiscentrewhereagroupofspecialistsworkroundtheclocktopredictandreacttocurrentandfutureproblems.Theresultoftheiranalysisisdirectlylinkedtoinformationavailabletooperatorsandengineers.Alltheoperation

8、alprocessesaremonitoredandoptimis