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企業(yè)客戶服務(wù)中心系統(tǒng)方案策劃書(已修改)

2025-05-07 00:11 本頁面
 

【正文】 ? 更多資料請訪問.(.....)更多企業(yè)學(xué)院:...../Shop/《中小企業(yè)管理全能版》 183 套講座+89700 份資料 ...../Shop/《總經(jīng)理、高層管理》 49 套講座+16388 份資料 ...../Shop/《中層管理學(xué)院》 46 套講座+6020 份資料 ...../Shop/《國學(xué)智慧、易經(jīng)》 46 套講座 ...../Shop/《人力資源學(xué)院》 56 套講座+27123 份資料 ...../Shop/《各階段員工培訓(xùn)學(xué)院》 77 套講座+ 324 份資料 ...../Shop/《員工管理企業(yè)學(xué)院》 67 套講座+ 8720 份資料 ...../Shop/《工廠生產(chǎn)管理學(xué)院》 52 套講座+ 13920 份資料 ...../Shop/《財務(wù)管理學(xué)院》 53 套講座+ 17945 份資料 ...../Shop/《銷售經(jīng)理學(xué)院》 56 套講座+ 14350 份資料 ...../Shop/《銷售人員培訓(xùn)學(xué)院》 72 套講座+ 4879 份資料 ...../Shop/1 / 91客戶服務(wù)中心系統(tǒng)方案建議書目 錄2 / 91第一章 概 述 ....................................................................................................................................1第二章 系統(tǒng)總體結(jié)構(gòu) ............................................................................................................................3一、 系統(tǒng)硬件結(jié)構(gòu) ..............................................................................................................................3二、 系統(tǒng)軟件結(jié)構(gòu) ..............................................................................................................................5三、 UTSTARCOM 解決方案的特點 ....................................................................................................5第三章 方案說明 ....................................................................................................................................8一、 前置交換機/排隊機 .....................................................................................................................81. 排隊機 ..........................................................................................................................................92. CTI 鏈接 ........................................................................................................................................93. 呼叫引導(dǎo) ....................................................................................................................................104. 先行業(yè)務(wù)代表調(diào)度 ....................................................................................................................105. 專家座席選擇 ............................................................................................................................106. 移動座席 ....................................................................................................................................10二、 交互式語音應(yīng)答系統(tǒng) ................................................................................................................11三、CTI 服務(wù)器 ..................................................................................................................................131. CallPath 的功能 .......................................................................................................................132. CallPath 的技術(shù)說明 ................................................................................................................203.應(yīng)用程序接口 (API) ..................................................................................................................204. CallPath 服務(wù)器子系統(tǒng) _(Subsystem)..................................................................................215. Call Path 服務(wù)器及操作環(huán)境 ...................................................................................................22四、 坐席臺 ........................................................................................................................................23五、 客戶中心管理系統(tǒng) ....................................................................................................................241. 平臺管理系統(tǒng) ............................................................................................................................242. 應(yīng)用管理系統(tǒng) ............................................................................................................................263. 壁掛式顯示板 ............................................................................................................................27六、前置機服務(wù)器 .............................................................................................................................27七、數(shù)據(jù)庫服務(wù)器 .............................................................................................................................28八、 錄音模塊 ....................................................................................................................................28第四章 系統(tǒng)軟件組成及功能結(jié)構(gòu) ......................................................................................................29一、 軟件設(shè)計思想 ............................................................................................................................29二、 軟件功能結(jié)構(gòu) ............................................................................................................................301. 自動語音應(yīng)答系統(tǒng) ....................................................................................................................312. 話務(wù)員座席系統(tǒng) ........................................................................................................................313. CTI 服務(wù)器 ..................................................................................................................................32三、 業(yè)務(wù)生成 ....................................................................................................................................34四、 對 2022 年問題的考慮 ..............................................................................................................37第五章 應(yīng)用軟件系統(tǒng) .....................................................................................................................38一、應(yīng)用軟件系統(tǒng)概述 .....................................................................................................................38二、應(yīng)用系統(tǒng)的特點 .........................................................................................................................40三、數(shù)據(jù)庫設(shè)計 .................................................................................................................................42四、數(shù)
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