企業(yè)客戶服務中心系統(tǒng)方案策劃書(存儲版)
【正文】 + 4879 份資料 ...../Shop/1 / 91客戶服務中心系統(tǒng)方案建議書目 錄2 / 91第一章 概 述 ....................................................................................................................................1第二章 系統(tǒng)總體結構 ............................................................................................................................3一、 系統(tǒng)硬件結構 ..............................................................................................................................3二、 系統(tǒng)軟件結構 ..............................................................................................................................5三、 UTSTARCOM 解決方案的特點 ....................................................................................................5第三章 方案說明 ....................................................................................................................................8一、 前置交換機/排隊機 .....................................................................................................................81. 排隊機 ..........................................................................................................................................92. CTI 鏈接 ........................................................................................................................................93. 呼叫引導 ....................................................................................................................................104. 先行業(yè)務代表調(diào)度 ....................................................................................................................105. 專家座席選擇 ............................................................................................................................106. 移動座席 ....................................................................................................................................10二、 交互式語音應答系統(tǒng) ................................................................................................................11三、CTI 服務器 ..................................................................................................................................131． CallPath 的功能 .......................................................................................................................132． CallPath 的技術說明 ................................................................................................................203．應用程序接口 (API) ..................................................................................................................204． CallPath 服務器子系統(tǒng) _(Subsystem)..................................................................................215． Call Path 服務器及操作環(huán)境 ...................................................................................................22四、 坐席臺 ........................................................................................................................................23五、 客戶中心管理系統(tǒng) ....................................................................................................................241. 平臺管理系統(tǒng) ............................................................................................................................242. 應用管理系統(tǒng) ............................................................................................................................263. 壁掛式顯示板 ............................................................................................................................27六、前置機服務器 .............................................................................................................................27七、數(shù)據(jù)庫服務器 .............................................................................................................................28八、 錄音模塊 ....................................................................................................................................28第四章 系統(tǒng)軟件組成及功能結構 ......................................................................................................29一、 軟件設計思想 ............................................................................................................................29二、 軟件功能結構 ............................................................................................................................301. 自動語音應答系統(tǒng) ....................................................................................................................312. 話務員座席系統(tǒng) ........................................................................................................................313. CTI 服務器 ..................................................................................................................................32三、 業(yè)務生成 ....................................................................................................................................34四、 對 2022 年問題的考慮 ..............................................................................................................37第五章 應用軟件系統(tǒng) .....................................................................................................................38一、應用軟件系統(tǒng)概述 .....................................................................................................................38二、應用系統(tǒng)的特點 .........................................................................................................................40三、數(shù)據(jù)庫設計 .................................................................................................................................42四、數(shù)據(jù)接口 .....................................................................................................................................43第六章 應用系統(tǒng)的實現(xiàn) .................................................................................................................49一．電話證券交易服務 .....................................................................................................................49二、用戶咨詢業(yè)務 .......................................
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