【正文】 ......................... 34 標(biāo)準(zhǔn)管理軟件包 ........................................................................................................................ 34 融合網(wǎng)絡(luò)管理軟件包 ................................................................................................................ 36 增強(qiáng)的融合網(wǎng)絡(luò)管理軟件包 ................................................................................................... 37 高級融合網(wǎng)絡(luò)管理軟件包 ....................................................................................................... 38 6 AVAYA CTI 系統(tǒng)描述 ........................................... 38 CTI的功能和實(shí)現(xiàn) ............................................................................................................................... 39 INTERACTION CENTER .......................................................................................................................... 41 通用路由與管理 ........................................................................................................................ 41 整合的業(yè)務(wù)代表桌面提高效率 ............................................................................................... 42 新的 Avaya Agent Web 客戶端 ................................................................................................. 44 企業(yè)應(yīng)用集成與工作流設(shè)計(jì) ................................................................................................... 45 3 語音聯(lián)絡(luò)管理 ............................................................................................................................ 46 電子郵件聯(lián)絡(luò)管理 .................................................................................................................... 46 自然語言內(nèi)容分析 .................................................................................................................... 47 Web 協(xié)作 ..................................................................................................................................... 48 用于 Avaya IC的 Business Advocate ....................................................................................... 49 CRM 的集成 ............................................................................................................................... 50 運(yùn)營管理 ............................................................................................................................... 51 7 自助服務(wù) IVR 方案 .............................................. 53 VOICE PORTAL語音門戶 ..................................................................................................................... 53 主要特點(diǎn) .................................................................................................................................... 54 主要優(yōu)勢 .................................................................................................................................... 55 部件 ............................................................................................................................................. 55 媒體處理平臺 ............................................................................................................................ 56 應(yīng)用執(zhí)行與設(shè)計(jì)環(huán)境 ................................................................................................................ 57 Voice Portal 管理系統(tǒng) .............................................................................................................. 57 DIALOG DESIGNER ................................................................................................................................ 59 主要特點(diǎn) .................................................................................................................................... 59 主要優(yōu)勢 .................................................................................................................................... 60 部件 ............................................................................................................................................. 61 開發(fā)環(huán)境 .................................................................................................................................... 61 應(yīng)用運(yùn)行時(shí)環(huán)境 ........................................................................................................................ 61 通信應(yīng)用集成 ............................................................................................................................ 62 8 主動聯(lián)絡(luò)管理 ....................................................... 63 PCS主動聯(lián)絡(luò)系統(tǒng) .............................................................................................................................. 63 系統(tǒng)架構(gòu) ......................................................................................................................................... 64 系統(tǒng)功能 ......................................................................................................................................... 65 增強(qiáng)呼叫流程分析過濾非生產(chǎn)性呼叫企圖 ..................................................................... 65 管理器 .................................................................................................................................... 66 業(yè)務(wù)代表 API SDK ................................................................................................................ 66 Avaya智能撥號系統(tǒng)業(yè)務(wù)代表 ................................................................................................ 67 業(yè)務(wù)代表管理 ....................................................................................................................... 67 活動管理 ............................................................................................................................... 67 報(bào)告管理 ............................................................................................................................... 68 語音通信資源管理 ............................................................................................................... 68 名單 /數(shù)據(jù)管理 .