電信業者推動企業語音通訊整合服務之關鍵因素研究

A Study of Critical Factors for Enterprise Voice/Communication Integration by Telecom Industry

10.30136/ZXYGLKX.201206.0001

呂博裕(Bor-Yuh Leu)；陳鳳嬌(Feng-Chiao Chen)；陳欽雨(Chin-Yeu Chen)

電信業者 ； 語音通訊整合 ； 層級分析法 ； Telecom Industry ； Voice/Communication Integration ； Analytic Hierarchy Process

資訊與管理科學

5卷1期（2012 / 06 / 01）

1 - 30

繁體中文

隨著通訊科技日新月異，不論國際或國內企業內部之間的溝通聯絡，已不再有地域國界與時區的限制，但每月動輒數十、數百萬電信費帳單，對於企業而言是筆很大的支出，要如何能整合區域辦公室及跨國企業內部的語音與通訊方式達到最佳化，又能大幅省下電信費帳單，考驗著企業用戶與所配合的電信業者的通訊整合能力。而在電信業者方面，為創造更多元的營收機會與服務型態，以因應固定與行動網路整合趨勢及雲端運算帶來的商機，目前除了以優惠費率爭取客戶外，無不希望產品銷售策略能超越競爭對手，以吸引客戶的轉換及提高每個既有舊客戶的平均利潤貢獻度。本研究透過文獻回顧、產業分析方式，並徵詢電信業界與企業用戶等專家之意見，以挑選有關企業語音通訊整合服務之評估因素，藉以建立層級分析模式，以兩兩比較方式求取各評估因素之權重，最後將各因素之權重進行優先排序，據以提出推動企業語音通訊整合服務之關鍵因素。本研究結果顯示，在第二層級中，「售後服務能力」是整體專家們最重視的構面，由此可見在競爭激烈的電信市場中，售後服務已成為市場決勝的關鍵。此外，在所探討的31項評估因素中，企業用戶認為「服務人員專業素質」為最重要之評估因素，電信從業人員選擇以「品質穩定」為最重要之評估因素，至於學術界專家認為「保證個資及網路通訊安全」是最重要的評估因素，而在整體專家彙總後則是「保證個資及網路通訊安全」為31項評估因素中專家們認為最重要之評估因素，由此可反映專家對保證個資及網路通訊安全之高度期許。本研究之結果可供電信業者作為經營決策之參考依據。

As communication technology updates rapidly nowadays, international or domestic enterprises' communications no longer restrict themselves by the geographical boundaries and different time zones. However, the amount of money spent on the telecommunication bills monthly often occupies the enterprise's enormous expenditure. Therefore, in order to substantially save the cost of telecommunication bills by integrating the regional offices and multinational company's voice and communication services challenges the communication integration abilities between corporate customers and telecommunication industries. Telecommunication industry must have the ability to integrate the fixed and mobile networks and cloud computing business opportunities. To generate various revenue opportunities by providing new service patterns, telecom industry not only needs to provide a favorable rate for customers, but also hopes the sales strategy can surpass its competitors to attract customers' patronage and increase the average revenue per user of existing customers. The study aims to evaluate factors that affect promoting enterprise voice/communication integration by literature review, industry analysis, and consulting with the experts from telecom industry and enterprise customers. Furthermore, the analytic hierarchy process model is built to evaluate the weights of factors determined by pairwise comparisons. Finally, the weights of factors are ranked to obtain their prioritized order. Based on the priorities, herewith the critical factors for promoting enterprise voice/communication integration are proposed. The results show that most experts pay the highest attention on ”service capability” item in the second layer. Therefore, service capability is critical to win in the competitive telecom market. Moreover, among the 31 evaluating factors investigated, business users choose ”the professionals service” as the most important evaluating factor, telecom professionals choose ”fast repair to the obstacles” as the most important evaluating factor. The academic and other experts think that ”ensuring personal data and network communications security” is the most important evaluating factor. The results show that the academic experts give high expectations on the guarantee of information and network communications security. This study can be adopted to enhance enterprise's service qualities and annex the telecommunication service value.

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