【正文】 ...................................................................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(yīng)用管理系統(tǒng) ............................................................................................................................263. 壁掛式顯示板 ............................................................................................................................27六、前置機服務(wù)器 .............................................................................................................................27七、數(shù)據(jù)庫服務(wù)器 .............................................................................................................................28八、 錄音模塊 ....................................................................................................................................28第四章 系統(tǒng)軟件組成及功能結(jié)構(gòu) ......................................................................................................29一、 軟件設(shè)計思想 ............................................................................................................................29二、 軟件功能結(jié)構(gòu) ............................................................................................................................301. 自動語音應(yīng)答系統(tǒng) ....................................................................................................................312. 話務(wù)員座席系統(tǒng) ........................................................................................................................313. CTI 服務(wù)器 ..................................................................................................................................32三、 業(yè)務(wù)生成 ....................................................................................................................................34四、 對 2022 年問題的考慮 ..............................................................................................................37第五章 應(yīng)用軟件系統(tǒng) .....................................................................................................................38一、應(yīng)用軟件系統(tǒng)概述 .....................................................................................................................38二、應(yīng)用系統(tǒng)的特點 .........................................................................................................................40三、數(shù)據(jù)庫設(shè)計 .................................................................................................................................42四、數(shù)據(jù)接口 .....................................................................................................................................43第六章 應(yīng)用系統(tǒng)的實現(xiàn) .................................................................................................................49一．電話證券交易服務(wù) .....................................................................................................................49二、用戶咨詢業(yè)務(wù) .............................................................................................................................511．咨詢業(yè)務(wù)的分類 .......................................................................................................................512. 信息檢索 ....................................................................................................................................533. 咨詢回復(fù) ....................................................................................................................................554．咨詢業(yè)務(wù)的實現(xiàn) .......................................................................................................................562 / 106三、用戶信息查詢 .............................................................................................................................591. 查詢業(yè)務(wù)概述 ............................................................................................................................592. 查詢業(yè)務(wù)的實現(xiàn) ........................................................................................................................603．查詢結(jié)果回復(fù) ...........................................................................................................................63五、電話付費業(yè)務(wù) .............................................................................................................................651. 付費業(yè)務(wù)概述 ............................................................................................................................652．付費業(yè)務(wù)的實現(xiàn) .......................................................................................................................653．付費業(yè)務(wù)人工操作處理流程 ...................................................................................................66六、自動外撥業(yè)務(wù) .............................................................................................................................69 ..................................................................................................................................69業(yè)務(wù)宣傳 ...................................................................................................................................71七、客戶管理 .....................................................................................................................................751．客戶管理概述 ...........................................................................................................................752．客戶基本資料庫的定義 ...........................................................................................................763．客戶管理操作處理 ...................................................................................................................79第七章 管理子系統(tǒng) ....................................................