【正文】 ........................................................................................................6 現(xiàn)狀分析 ...................................................................................................................................6第 2 章 需求分析 .................................................................................................................8 需求簡介 ...................................................................................................................................8 應用服務需求 ............................................................................................................................8 運營管理需求 ............................................................................................................................9 系統(tǒng)性能需求 ............................................................................................................................9第 3 章 方案設計 ...............................................................................................................11 方案概述 .................................................................................................................................11 與其他業(yè)務系統(tǒng)的接口描述 ...................................................................................................13 直連方式 ..................................................................................................................................14 中間庫方式 ..............................................................................................................................14 方案設計 .................................................................................................................................15 方案優(yōu)勢 .................................................................................................................................15第 4 章 呼叫中心的建設價值 .........................................................................................17 整合資源，提供一站式服務形象 ............................................................................................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，提升客戶體驗 ...................................................................................................18 貼心服務，提高客戶忠誠度 ...................................................................................................18 主動營銷，帶來新的商業(yè)機會 ................................................................................................18第 5 章 呼叫中心平臺功能介紹 .....................................................................................20 智能呼叫中心系統(tǒng)技術建議書頁碼：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)務支撐 .................................................................................................................................23 坐席系統(tǒng) ..................................................................................................................................23 IT 應用系統(tǒng) ...............................................................................................................................24 質檢系統(tǒng) ..................................................................................................................................24 業(yè)務應用層 ..............................................................................................................................25 來電彈屏 ..................................................................................................................................25 電話轉接 ..................................................................................................................................25 全程錄音 ..................................................................................................................................26 自動外呼功能 ..........................................................................................................................26 話務統(tǒng)計 ..................................................................................................................................26 語音信箱 ..................................................................................................................................27 系統(tǒng)值班功能 ..........................................................................................................................27 報工號 ......................................................................................................................................28 滿意度調(diào)查 ..............................................................................................................................28 來電原因管理 ........................................................................................................................28 客戶資料管理 ........................................................................................................................29 班長坐席特殊功能 ................................................................................................................30 知識庫 ..........................................................................................................