臺灣博碩士論文加值系統

這篇論文主要是描述我們如何使用SIP(Session Initiation Protocol)通訊協定來架構客戶服務系統以及實作客戶服務中心的功能。
電子商務的興起帶動了架構客戶服務中心的需求。所謂客戶服務中心即是將一群受過專業訓練之服務人員，成立一個專門以電話提供客戶服務與各項諮詢的服務中心，並協助主管人員管理、評估、改善服務之效能，以提供客戶最完善之服務，進而提高客戶的滿意度與忠誠度。傳統的客戶服務中心可以結合自動話務分派及電腦電信整合系統，提供客戶完善又親切的服務。透過WEB-ENABLED的技術，將客戶服務中心的服務範圍擴展到網際網路的環境，客戶有更多的選擇，可以使用不同的介面與客服人員互動。
SIP是屬於OSI中的應用層(Application Layer)通訊協定，用來建立、修改和終止使用者的Session。這些使用者的Session可以是點對點亦或是點對多點的關係。SIP可以支援網際網路多媒體、多方會談、電話、訊息傳遞亦或遊戲等服務。最重要的是，SIP已經被第三代行動通訊系統（3G）採用，以為未來無線多媒體通訊的技術標準，SIP足以適用未來網際網路之環境。
透過我們架構的系統，使用者可以透過單一服務點(One Service Point)來與客戶服務中心後端的客服人員建立語音或文字對談等服務需求連線。系統接受來自客戶的需求，並自動找尋合適的客服人員來回應。透過標準的SIP協定，使用者不受限於只能透過WEB介面才能與Agent取得服務需求(WEB-ENABLED Call Center)，而且客服人員可以在任何地點連接上網際網路並接受客戶的服務需求。

The main purpose of this paper is describing how we used SIP protocol to construct an Internet Call Center System and implement the functions of Call Center.
The growing of e-business brings the requirement of Call Center. The Call Center means that there is a group of people whom has specialized skill, to set up a service center for customers by telephone, which can provide all kinds of consultant services. The traditional call center can combine with ACD and CTI system, to provide perfection and kindliness service. With the technology of WEB-ENABLED, the call center can extend their service range to Internet, and provide different interfaces to customers which can interact with agents.
SIP belongs to application layer of OSI architecture, it is used to set up, modify and terminal the session of users. SIP can support multimedia, conference call, telephoning, message deliver or game service on Internet. And one thing more important is that SIP was chosen by third generation communication system to be a standard of multimedia transmission on wireless network. From these points of view, SIP could suitable the Internet environment in the future.
Via our system, user can connect to agents through one service point, and interactive with agents by VoIP or text-chat. If our system get a request from customers, it will looks for a suitable agent to answer the request. By the attribute of SIP, users can contact with agents easily, without the boundary of WEB interface, and event the agents can connect to our system from everywhere without the boundary of sitting in the office.

摘要i
Abstractii
目錄iii
圖目錄vii
表目錄viii
第一章 緒論1
1.1前言1
1.2研究動機2
1.3研究方法及內容簡介4
1.4研究方法概述5
1.5本論文之組織與架構6
第二章 客戶服務中心8
2.1台灣客戶服務中心的演進8
2.2客戶服務中心10
2.2.1客戶服務中心的功能10
2.2.2客戶的經歷(Customer Experience)12
2.3客戶服務系統的架構14
2.3.1專用自動交換機(PABX)14
2.3.2自動話務分派系統(ACD)15
2.3.3語音互動系統(IVR)15
2.3.4電腦電話整合系統(CTI)16
2.3.5話務管理系統(CMS)16
第三章 WEB-ENABLED 客戶服務中心的技術18
3.1WEB-ENABLED客服中心之特色18
3.1.1電子郵件19
3.1.2文字交談20
3.1.3客服人員回覆21
3.1.4網路電話21
3.2WEB-ENABLED使用的技術22
3.2.1WEB-ENABLED 傳統客戶服務中心22
3.2.2IP客戶服務中心23
第四章 SIP 通訊協定介紹25
4.1SIP的基本架構27
4.2SIP 之命令與回應訊息28
4.3SIP的信號29
4.4SIP的基本動作30
4.4.1SIP REGISTER的流程30
4.4.2SIP 的呼叫流程31
4.5其它語音通訊協定33
第五章 Internet 客戶服務中心的架構與實作36
5.1問題探及需求分析36
5.1.1單一服務點之需求36
5.1.2自動話務分派功能37
5.1.3客服人員登入、登出系統37
5.1.4客戶資料自動顯示37
5.1.5用戶交易歷史資料庫38
5.1.6語音互動系統38
5.2可行性方案研討38
5.2.1研討一38
5.2.2研討二40
5.2.3研討三42
5.2.4研討四42
5.3架構及使用之元件43
5.3.1使用者代理程式44
5.3.2網際網路客服系統44
5.3.3位址伺服器及使用者資料庫44
5.3.4JMF (Java Media Framework)45
5.3.5Java程式語言45
5.4實作45
5.4.1客服人員登入、登出系統46
5.4.2支援遠端客服人員48
5.4.3客服人員狀態查詢48
5.4.4單一服務點49
5.4.5自動語音/ 文字宣告50
5.4.6自動話務分派50
5.4.7客戶資料自動顯示51
第六章 結論與未來工作方向53
參考文獻55
誌謝57
簡歷58

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