【正文】 .......................................................14 數(shù)據(jù)處理 ....................................................................................................................14 統(tǒng)計分析 ....................................................................................................................15 數(shù)據(jù)備份 ....................................................................................................................15 系統(tǒng)管理 ....................................................................................................................15第四章 省客戶服務(wù)中心業(yè)務(wù)功能 ..................................................................................16 業(yè)務(wù)咨詢 ....................................................................................................................16 話費查詢 ....................................................................................................................16 移動業(yè)務(wù) ................................................................................................................18 IP業(yè)務(wù) ..............................................................................................................18 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................18 長途業(yè)務(wù) ..........................................................................................................18 尋呼業(yè)務(wù) ..........................................................................................................18 市話業(yè)務(wù) ..........................................................................................................18 投訴建議 ....................................................................................................................18 業(yè)務(wù)受理 ....................................................................................................................19 移動業(yè)務(wù) ................................................................................................................19 IP業(yè)務(wù) ..............................................................................................................20 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................20 長途業(yè)務(wù) ................................................................................................................20 尋呼業(yè)務(wù) ................................................................................................................20 市話業(yè)務(wù) ................................................................................................................20 緊急服務(wù) ....................................................................................................................20 大客戶服務(wù) ................................................................................................................20 業(yè)務(wù)咨詢 ................................................................................................................21 費用查詢 ..........................................................................................................21 投訴申告及建議 ..............................................................................................21 業(yè)務(wù)受理 ..........................................................................................................21 緊急服務(wù) ..........................................................................................................21 資料查詢 ................................................................................................................21 客戶回訪 ................................................................................................................22 分銷商服務(wù) ................................................................................................................22 信用信息管理 ............................................................................................................22 客戶資料管理 ............................................................................................................22 資料查詢 ..................................................................................................................22 綜合處理 ..................................................................................................................23 自動回復(fù) ..................................................................................................................24 工作流監(jiān)控 ..............................................................................................................25 欠費催繳 ..................................................................................................................25 話務(wù)管理 ..................................................................................................................25 呼出服務(wù) ..................................................................................................................25 統(tǒng)計分析 ..................................................................................................................26 報表統(tǒng)計 ...............................................................................................................26 統(tǒng)計報表中各指標含義 .......................................................................................27 信息分析 ...............................................................................................................29 數(shù)據(jù)處理 ..................................................................................................................29 數(shù)據(jù)傳輸 ..................................................................................................................29 數(shù)據(jù)備份 ..................................................................................................................29 系統(tǒng)管理 ..................................................................................................................29第五章 地市客戶服務(wù)中心業(yè)務(wù)功能 ..............................................................................31 投訴建議 ....................................................................................................................31 系統(tǒng)維護 ....................................................................................................................31 統(tǒng)計查詢 ....................................................................................................................31 工作流監(jiān)控 ......................................