資料推薦：oracler11icrm介紹-全文預(yù)覽
【正文】 – aligns service delivery with business objectives using a rulesbased optimizer 服務(wù)管理組件 ? Spares Management （備件管理） – inventory system to control spare parts in geographically dispersed inventory locations ? Depot Repair （返庫(kù)維修） – tracks and manages depot repair process for service anizations ? Contracts （合同管理） – manages the full service and parts contracts life cycle from authoring to closeout 服務(wù)管理組件 ? Collections （在線催帳） – inbound/outbound/blended call center solution to optimize and streamline a collection agent39。 . ? 美國(guó)企業(yè)每 5年就流失一半以上的客戶 . – Harvard Business Review ? 60%以上的客戶流失的原因是由較差的服務(wù)引起的，只有 13%的客戶是因產(chǎn)品方面的原因而流失 . – Michaelson amp。 ” Judy Hodges – IDC “… 去集成眾多軟件供應(yīng)商的應(yīng)用產(chǎn)品是非常困難和昂貴的，企業(yè)發(fā)現(xiàn)可以從套件供應(yīng)商這里以較低的成本獲得他們所需要的那些較好的應(yīng)用，而非采用一系列的最佳應(yīng)用產(chǎn)品。因此，對(duì)軟件供應(yīng)商而言，成為市場(chǎng)上的最佳產(chǎn)品將更為困難?？蛻絷P(guān)系管理能夠幫助企業(yè)更好地認(rèn)識(shí)客戶群體和易流動(dòng)性。s efforts to collect pastdue accounts by helping the agent understand account information, delinquency state and account payment trends 交互平臺(tái)組件 ? Call Center （電話呼叫中心） – suite of products covering entire spectrum of call center products ? advanced outbound, inbound, IVR integration, blending, routing/workflow, predictive dialer, call center intelligence, center 交互平臺(tái)組件 ? Multichannel Manager – CTI product that supports integration to major ACD/PBX vendors and middleware platforms – provides a consistent telephony interface for higher lever functionality, including agent softphone, screenpops, and routing algorithm – provides an API to support customization capability for telephony based presentation and functionality 交互平臺(tái)組件 ? Scripting （腳本管理） – provides scripted presentations designed to guide agents through their conversations with customers – Scripting consists of two ponents: ? scripting engine provides the GUI at the agent desktop ? Script Author provides a Visual Layout to enable callcenter staff to lay the scripts out graphically 交互平臺(tái)組件 ? eMail Center （電子郵件中心） – prehensive Email interaction management solution for inbound and outbound messages, both structured and unstructured messages ? includes content classification engine which putes suggested responses CRM公共組件 ? Universal Work Queue （全球工作序列） – provides a uniform view of agent work, simplifies multimedia integration, drives work blending and track interactions ? Order Capture （定單捕獲） – offers a mon mechanism for executing order capture req
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