【正文】 .............................................................................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(zhì)檢系統(tǒng) ..................................................................................................................................24 業(yè)務應用層 ..............................................................................................................................25 來電彈屏 ..................................................................................................................................25 電話轉(zhuǎn)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 ....................................................................................................................................30 公告系統(tǒng) ................................................................................................................................31第 6 章 維護方案 ...............................................................................................................32第 7 章 技術服務與承諾 ..................................................................................................33 關于網(wǎng)經(jīng) .................................................................................................................................33 技術服務 .................................................................................................................................33第 8 章 典型案例介紹 ......................................................................................................34 太陽神呼叫中心系統(tǒng)介紹 .......................................................................................................34 客戶簡介 ..................................................................................................................................34 客戶面臨的問題 ......................................................................................................................34 網(wǎng)經(jīng)科技解決方案 ..................................................................................................................34 系統(tǒng)組成 ..................................................................................................................................35 系統(tǒng)特點 ..................................................................................................................................35 智能呼叫中心系統(tǒng)技術建議書頁碼：4 / 36 給客戶帶來的價值 ..................................................................................................................36 智能呼叫中心系統(tǒng)技術建議書頁碼：5 / 36圖目錄圖 31 OfficeTen CC 總體框架圖 .........................................................................................11圖 32 OfficeTen CC 軟件架構 .............................................................................................12圖 33 呼叫中心系統(tǒng)組網(wǎng)拓撲圖 .........................................................................................15圖 51 自助語音服務流程 ...............................................................