【正文】 ...............................................................................................................................................................................2 4. 系統(tǒng)整體建設(shè)方案 .........................................................................................................................................................................2 . 項(xiàng)目需求 .................................................................................................................................................................................2 . 總體解決方案 ........................................................................................................................................................................2 . 組網(wǎng)方案 .................................................................................................................................................................................2 . 系統(tǒng)設(shè)備組成 ........................................................................................................................................................................3 . 系統(tǒng)工作服務(wù)流程 ...............................................................................................................................................................4 5. 業(yè)務(wù)功能 ..........................................................................................................................................................................................4 . 座席軟電話功能 ....................................................................................................................................................................4 . 客戶管理 .................................................................................................................................................................................5 . 聯(lián)系人管理 .............................................................................................................................................................................5 . 客戶關(guān)懷管理 ........................................................................................................................................................................5 . 電話服務(wù)請(qǐng)求處理 ...............................................................................................................................................................5 . 產(chǎn)品管理 .................................................................................................................................................................................6 . 工單系統(tǒng) .................................................................................................................................................................................6 . 知識(shí)庫(kù) ......................................................................................................................................................................................6 . 內(nèi)部公告 .................................................................................................................................................................................7 . 短信發(fā)送 .................................................................................................................................................................................7 . 黑白名單功能 ........................................................................................................................................................................7 . 坐席管理排班功能 ..........................................