【正文】 1 / 66技術(shù)方案建議書北京賽普智成科技有限公司 年 月2 / 66目錄一、 設(shè)備技術(shù)特點(diǎn)綜述 .......................................................................................................................4二、 概述 ...............................................................................................................................................5 客戶現(xiàn)狀 ...................................................................................................................................5 解決方法 ...................................................................................................................................5 技術(shù)需求 ...................................................................................................................................6 買方系統(tǒng)建設(shè)要求 ...................................................................................................................6(a) 總體功能 ...............................................................................................................................7(b) 話務(wù)座席功能 .......................................................................................................................7(c) 班長座席功能 .......................................................................................................................7(d) 錄音功能 ...............................................................................................................................7(e) 統(tǒng)計報表功能 .......................................................................................................................8(f) 組織管理功能 .......................................................................................................................8三、 系統(tǒng)設(shè)計思想方案 .......................................................................................................................8 設(shè)計依據(jù) ...................................................................................................................................8 推薦系統(tǒng) ...................................................................................................................................9四、 系統(tǒng)設(shè)計 .....................................................................................................................................10 系統(tǒng)組網(wǎng)結(jié)構(gòu) .........................................................................................................................10 整體結(jié)構(gòu)邏輯關(guān)系 .............................................................................................................11 系統(tǒng)服務(wù)方式 .........................................................................................................................12(a) IPC9100 呼叫中心整體主要功能 ....................................................................................14 語音 CTI 平臺主要功能 ........................................................................................................15(a) 服務(wù)分組 .............................................................................................................................15(b) 坐席登陸（按照工號在任意位置注冊登陸） .................................................................15自動語音應(yīng)答（ IVR） ...................................................................................................................15自動話務(wù)分配（ ACD） .................................................................................................................17來電彈屏 .........................................................................................................................................18錄音功能 .........................................................................................................................................20客戶留言功能 .................................................................................................................................21呼叫中心系統(tǒng)監(jiān)控 .........................................................................................................................21會員來電密碼驗(yàn)證 .........................................................................................................................22客戶追隨服務(wù)（原服務(wù)人員優(yōu)先） .............................................................................................22電話黑名單屏蔽 .............................................................................................................................23通話質(zhì)檢功能 .................................................................................................................................23(c) 電話監(jiān)聽 .............................................................................................................................24呼叫中心統(tǒng)計報表 .........................................................................................................................25點(diǎn)擊外呼功能 .................................................................................................................................26自動外撥功能 .................................................................................................................................27電話轉(zhuǎn)接功能 ..................................................................................................