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第一线集团高速发展推动分公司拓展步伐

News BACK TO PREVIOUS

Jun 27, 2013

网络运营中心和客服中心的重置及服务水平提升有助MPLS专用网络服务可视化

(北京‧2013年6月27日) 大中华区领先的信息通信技术服务提供商第一线集团今日宣布,其广州和上海分公司已增加一倍面积,以满足集团营业额和办公室员工数目大幅增长的需要,同时为集团未来发展铺路。网络运营中心(Network Operation Centre, NOC)和客服中心(Customer Service Centre, CSC)已迁往扩充后的广州分公司,其设施和水平的提升有助第一线展示更可视化的MPLS专用网络服务,为客户提供更佳服务。

此次分公司拓展的决定是基于集团的营业额和办公室员工数目显著增长而作出的。集团的营业额增幅由2010年的20%上升至2012年的40%,预计2015年各分公司员工数目将由目前的500人大幅递增至800人。此外,网络运营中心和客服中心的重置与拓展驱使其设施和水平提升至更高层次。网络运营中心采用剧院设计,在公共区域架设多组电视大荧幕,为每位网络运营中心的员工提供双荧幕的工作环境,这些改进可以让团队轻松实时地监测网络表现,从而提升排解故障和网络中断问题的效率,或加快在受到网络攻击时响应的速度。此外,集团内部自主研发开通工具可对网络配置进行严谨的反复核对和验证,从而有效地减少人为错误。

至于客服中心方面,在公共区域架设多组电视大荧幕、为每位客服中心代表提供了双荧幕、以及提升故障标签功能皆可让团队及时响应客户诉求,从而优化客服中心处理客户诉求的能力。

第一线集团创办人及行政总裁文立先生表示:“我很高兴能看见广州和上海分公司的拓展,这象征着集团营业额和员工数目的快速增长。我们也计划在2013年底前将当前北京分公司的面积增加一倍。通过网络运营中心和客服中心的重置,以及其设施和水平的提升,能让位于香港、北京、上海、广州和台北的主要分公司,建立真正的跨区域视频会议(VC)示范区,成为把MPLS专用网络服务可视化的一个重要部份。展望未来,中国大陆仍然是集团其中一个重要市场,我们将继续在此市场投放更多资源。”

为提升安全级别,集团在网络运营中心采用了指纹和通行证双重验证,以确保只有员工方可授权进入限制区域。此外,网络运营中心和客服中心均采用高清实时网络监控装置,可更密切和无间断地监控其运作以及确保客户数据的安全性。
 

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