【正文】 呼叫中心項(xiàng)目 方案建議書 呼叫中心 方案建議書 呼叫中心項(xiàng)目 方案建議書 1 目 錄 1. 系統(tǒng)建設(shè)原則 ..................................................................................................................................................................................1 2. 平臺技術(shù)特點(diǎn) ..................................................................................................................................................................................1 3. 方案聲明 ..........................................................................................................................................................................................2 4. 系統(tǒng)整體建設(shè)方案 .........................................................................................................................................................................2 . 項(xiàng)目需求 .................................................................................................................................................................................2 . 總體解決方案 ........................................................................................................................................................................2 . 組網(wǎng)方案 .................................................................................................................................................................................2 . 系統(tǒng)設(shè)備組成 ........................................................................................................................................................................3 . 系統(tǒng)工作服務(wù)流程 ...............................................................................................................................................................4 5. 業(yè)務(wù)功能 ..........................................................................................................................................................................................4 . 座席軟電話功能 ....................................................................................................................................................................4 . 客戶管理 .................................................................................................................................................................................5 . 聯(lián)系人管理 .............................................................................................................................................................................5 . 客戶關(guān)懷管理 ........................................................................................................................................................................5 . 電話服務(wù)請求處理 ...............................................................................................................................................................5 . 產(chǎn)品管理 .................................................................................................................................................................................6 . 工單系統(tǒng) .................................................................................................................................................................................6 . 知識庫 .................................................................................................................................................