【正文】 .............................14 數(shù)據(jù)處理 ...................................................................................................................14 統(tǒng)計(jì)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(fèi)查詢 ...................................................................................................................16 移動(dòng)業(yè)務(wù) ..............................................................................................................18 IP 業(yè)務(wù) .............................................................................................................18 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................18 長(zhǎng)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(dòng)業(yè)務(wù) ..............................................................................................................19 IP 業(yè)務(wù) .............................................................................................................20 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................20 長(zhǎng)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(fèi)用查詢 ..........................................................................................................21 投訴申告及建議 ..............................................................................................21 業(yè)務(wù)受理 ..........................................................................................................21 緊急服務(wù) ..........................................................................................................213 / 75 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(dòng)回復(fù) .................................................................................................................24 工作流監(jiān)控 .............................................................................................................25 欠費(fèi)催繳 .................................................................................................................25 話務(wù)管理 .................................................................................................................25 呼出服務(wù) .................................................................................................................25 統(tǒng)計(jì)分析 .................................................................................................................26 報(bào)表統(tǒng)計(jì) ..............................................................................................................26 統(tǒng)計(jì)報(bào)表中各指標(biāo)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(hù) ...................................................................................................................31 統(tǒng)計(jì)查詢 ...................................................................................................................31 工作流監(jiān)控 ............................