2.1 CALL CENTER security features Sunyard
1. Sunyard Securities CALL CENTER is a high professional products, based on Lucent, Nortel, Huawei switches and a complete product line Dialogic board, the entire system in the communications platform, information processing platform and business application platform launched.
2. The system stable and reliable communications platform using UNIX operating system, the central processing system and other key business transaction processing system across multiple machines, with Load Balancing features to ensure safe and reliable fault system redundancy, the system has a strong and stablesex.
3. Has the largest user of the securities industry group, has extensive networking.With its highly specialized products and scale advantages, and won the trust and support of securities companies.Ministry of single-mode operating system support, headquarters model, the centralized model and other data networking mode.
Sales model is a single customer service center to serve a single business department, all focused on artificial agents; present Suzhou New District Securities, Guotai Junan Chengdu and Shenzhen Huaqiang North Road Business Department Business Department, Daqing Haitong securities business department and a number of companies usingthis approach;
Centralized model is based customer service center serving the city more business department, artificial agents focus on the customer service center headquarters.Processor from the headquarters of the center of the business is responsible for distributing processing tasks, each business department is responsible for receiving client front-end business processing center business processor tasks and achieve communications with the trading system, trading systems, while the results are returned Center Business Process Leadmachine, to achieve the pass city buy sell business department.United Securities in Shenzhen, Henan, securities companies and other securities with a headquarters, a full use of communication lines and access to equipment resources;
Data set model requires that all securities firms in the business department of the city to achieve a data set, artificial agent headquarters of the Centre focus on the customer, customer service centers simply complete the communication and information center based services in the city can achieve the purpose of multiple sales department.Liaoning Orient Securities Company with the Securities and many other data set mode.Compared with the centralized model based, using data centralized model reflects the customer service center system faster, simpler system structure.
4. Sunyard customer service center system provides a standard open interfaces, commissioned for the phone, remote commission, online securities transactions, Securities Link service, WAP phones and other types of service transactions to provide a unified communications platform and information processing platforms, the fullsecurities companies use communications resources and knowledge resources, and make the company can easily and independently add new types of services, reflecting their individuality, to achieve system expansion and new business conduct.
5. Sunyard customer service centers, a professional website combined securities firm, to achieve WEB CALL ME (Internet calls), DIAL ME (contact me) and escort browsing and other functions
2.2 The main function of Sunyard Securities CALL CENTER
CALL CENTER Sunyard securities applications in the long term, continue to improve existing functionality, and according to communications, computer and network technology and the development of the securities business gives new features:
1. Commissioned categories: Auto services or human services through the completion of the commissioned, cancellation, volume cancellation, change passwords, etc.;
2. Banking: automated services or human services through the completion of securities transfer, check bank balances, bank passwords and other functions to modify.
3. Query classes: check prices, check money, check commission, check transactions, check broker notice, check stocks, check water and other functions.The system can be customized by fax, E-MAIL form to send customers statements, Jiaoge Dan, stock information, time charts, stock analysts, brokers notice.
4. Voice Advisory categories: according to customer requirements, the system play through automatic or manual services, stock reviews, agencies of city, hot stocks, big news, and information provision.
5. Traffic, seat management categories: synchronous transfer voice data, between the transfer agent, monitor, intercept, showing the free / busy show, conference, and timeout alarms, surveillance recording, playback monitor the recording, booking register, investors operating information management, reservation processing.
6. Active exhaled categories: according to customer requirements and to set conditions, by phone, fax, E-MAIL, paging and other forms of active send stock information to customers, fax, voice information.
7. Remote data and voice transmission simultaneously: the use of VO IP remote cities to achieve the synchronization of data and voice transmission simultaneously to achieve the remote seats, remote customer service center interconnection and so on.
8.Internet services: the corresponding customer online call CALL ME, escorted browsing, chat online with customers, sharing information with the Securities and professional website, online securities trading system connection.
2.3 CALL CENTER Sunyard the future development of security
CALL CENTER Sunyard company to market a generation, the development of generation, a generation principle of pre-research, is currently working on a new generation of product development securities CALL CENTER has the following salient features:
1. The system of information processing platform with high-end RISC machines and UNIX operating systems, the fundamental guarantee for the reliability of the system is extremely stable.
2. The full realization of the system data, audio, video, real-time synchronous transmission, including the remote city of data, remote synchronization of audio and video transmission, greatly enriched services for the majority of shareholders in the form and content.
3. CRM leader with foreign and domestic securities companies to automatically collect, organize, use of existing shareholders and potential investors of all kinds of information, including the shareholders of the transaction data and traffic data, providing finance and investment information, the establishment of the securities business forDevelopment of CRM customer relationship management system.
CALL CENTER 2.4 Sunyard architecture diagram Securities
2.5 Schematic diagram of the system