【正文】 語音服務(wù) ................................................................................................ 73 傳真服務(wù) ................................................................................................................................. 74 人工座席服務(wù) ............................................................................................... 74 錄音管理 ....................................................................................................... 76 外撥服務(wù)器 (呼出管理 ).................................................................................. 77 Inter 服務(wù)系統(tǒng) .......................................................................................... 79 告警管理 ..................................................................................................... 80 大屏幕 ........................................................................................................ 81 安全性和可靠性的考慮 ............................................................................... 82 智能排隊(duì)機(jī)的可靠性設(shè)計(jì) ...................................................................... 82 CTI 的雙備份 ......................................................................................... 82 計(jì)算機(jī)業(yè)務(wù)系統(tǒng)各部件的雙備份 ........................................................... 82 數(shù)據(jù)庫訪問的瓶頸 ................................................................................ 82 座席損壞的處理策略 ............................................................................. 83 擁塞控制 .............................................................................................. 83 完備的告警系統(tǒng) .................................................................................... 83 系統(tǒng)自我檢測功能 ................................................................................ 83 安全機(jī)制 .............................................................................................. 84 呼叫中心與 Inter 的互聯(lián)安全設(shè)計(jì) .................................................... 84 電子工作流 ................................................................................................................................... 84 第四章 智能金融業(yè)務(wù)平臺 ..................................................................................................................... 86 IFSP 體系結(jié)構(gòu) ............................................................................................... 86 IFSP 金融業(yè)務(wù)功能的平臺化實(shí)現(xiàn) ................................................................... 89 IFSP 安全及可靠性保證 ................................................................................. 91 IFSP 軟硬件配置 ............................................................................................ 92 IFSP 主要特點(diǎn) ............................................................................................... 92 IFSP 實(shí)現(xiàn)的具體金融業(yè)務(wù)功能 ................................................................................................ 93 銀行呼叫中心項(xiàng)目技術(shù)建議書 銀行呼叫中心項(xiàng)目 V 1）帳務(wù)查詢 .................................................................................................... 95 2）中間代理及轉(zhuǎn)帳業(yè)務(wù) .................................................................................. 95 3）咨詢 ........................................................................................................... 98 4）投訴 ........................................................................................................... 99 5）預(yù)約 ..........................................................................................................102 6）通知 ..........................................................................................................102 7）決策支持 ...................................................................................................103 8）客戶管理 ...................................................................................................104 9）客戶服務(wù) ...................................................................................................104 10）其他擴(kuò)展業(yè)務(wù) ........................................................................................................................ 104 第五章 系統(tǒng)性能指標(biāo) ............................................................................................................................ 108 Camp。C08Q 智能排隊(duì)機(jī)系統(tǒng)技術(shù)指標(biāo) ..............................................................108 INtess 平臺技術(shù)指標(biāo) ............................................................................................................... 109 第六章 項(xiàng)目管理分析 .............................................................................................................................111 現(xiàn)狀分析 ..................................................................................................... 111 銀行現(xiàn)狀 ........................................................................................ 111 同業(yè)應(yīng)用案例 ........................................................................................ 111 行業(yè)應(yīng)用參考 ........................................................................................ 112 合作及計(jì)劃 .................................................................................................. 112 合作方式 ............................................................................................... 112 組織結(jié)構(gòu) ............................................................................................... 113 人力資源 ............................................................................................... 114 項(xiàng)目管理 ............................................................................................... 114 合作的技術(shù)保障 ........................................................................................... 116 應(yīng)用開發(fā)支撐 ........................................................................................ 116 應(yīng)用開發(fā)特點(diǎn) ........................................................................................124 產(chǎn)品發(fā)展與投入 ...................................