【正文】 智能呼叫中心系統(tǒng)技術(shù)建議書(shū)頁(yè)碼：1 / 36智能呼叫中心系統(tǒng)技術(shù)建議書(shū) 版權(quán)所有 侵權(quán)必究 智能呼叫中心系統(tǒng)技術(shù)建議書(shū)頁(yè)碼：2 / 36目 錄第 1 章 呼叫中心概述 .........................................................................................................6 呼叫中心介紹 ............................................................................................................................6 現(xiàn)狀分析 ...................................................................................................................................6第 2 章 需求分析 .................................................................................................................8 需求簡(jiǎn)介 ...................................................................................................................................8 應(yīng)用服務(wù)需求 ............................................................................................................................8 運(yùn)營(yíng)管理需求 ............................................................................................................................9 系統(tǒng)性能需求 ............................................................................................................................9第 3 章 方案設(shè)計(jì) ...............................................................................................................11 方案概述 .................................................................................................................................11 與其他業(yè)務(wù)系統(tǒng)的接口描述 ...................................................................................................13 直連方式 ..................................................................................................................................14 中間庫(kù)方式 ..............................................................................................................................14 方案設(shè)計(jì) .................................................................................................................................15 方案優(yōu)勢(shì) .................................................................................................................................15第 4 章 呼叫中心的建設(shè)價(jià)值 .........................................................................................17 整合資源，提供一站式服務(wù)形象 ............................................................................................17 統(tǒng)一部署，降低企業(yè)通信成本 ................................................................................................17 優(yōu)化流程，提高客服人員工作效率 ........................................................................................18 人性化服務(wù)，提升客戶(hù)體驗(yàn) ...................................................................................................18 貼心服務(wù)，提高客戶(hù)忠誠(chéng)度 ...................................................................................................18 主動(dòng)營(yíng)銷(xiāo)，帶來(lái)新的商業(yè)機(jī)會(huì) ................................................................................................18第 5 章 呼叫中心平臺(tái)功能介紹 .....................................................................................20 智能呼叫中心系統(tǒng)技術(shù)建議書(shū)頁(yè)碼：3 / 36 系統(tǒng)接入層 ..............................................................................................................................20 系統(tǒng)控制 .................................................................................................................................20 CTI 模塊 .....................................................................................................................................20 IVR 模塊 ....................................................................................................................................20 ACD 模塊 ...................................................................................................................................22 業(yè)務(wù)支撐 .................................................................................................................................23 坐席系統(tǒng) ..................................................................................................................................23 IT 應(yīng)用系統(tǒng) ...............................................................................................................................24 質(zhì)檢系統(tǒng) ..................................................................................................................................24 業(yè)務(wù)應(yīng)用層 ..............................................................................................................................25 來(lái)電彈屏 ..................................................................................................................................25 電話轉(zhuǎn)接 ..................................................................................................................................25 全程錄音 ..................................................................................................................................26 自動(dòng)外呼功能 ..........................................................................................................................26 話務(wù)統(tǒng)計(jì) ..................................................................................................................................26 語(yǔ)音信箱 ..................................................................................................................................27 系統(tǒng)值班功能 ..........................................................................................................................27 報(bào)工號(hào) ......................................................................................................................................28 滿(mǎn)意度調(diào)查 ....................................................