【正文】 ...........................................15 方案優(yōu)勢(shì) .................................................................................................................................15第 4 章 呼叫中心的建設(shè)價(jià)值 .........................................................................................17 整合資源，提供一站式服務(wù)形象 ............................................................................................17 統(tǒng)一部署，降低企業(yè)通信成本 ................................................................................................17 優(yōu)化流程，提高客服人員工作效率 ........................................................................................18 人性化服務(wù)，提升客戶體驗(yàn) ...................................................................................................18 貼心服務(wù)，提高客戶忠誠度 ...................................................................................................18 主動(dòng)營銷，帶來新的商業(yè)機(jī)會(huì) ................................................................................................18第 5 章 呼叫中心平臺(tái)功能介紹 .....................................................................................20 智能呼叫中心系統(tǒng)技術(shù)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(wù)支撐 .................................................................................................................................23 坐席系統(tǒng) ..................................................................................................................................23 IT 應(yīng)用系統(tǒng) ...............................................................................................................................24 質(zhì)檢系統(tǒng) ..................................................................................................................................24 業(yè)務(wù)應(yīng)用層 ..............................................................................................................................25 來電彈屏 ..................................................................................................................................25 電話轉(zhuǎn)接 ..................................................................................................................................25 全程錄音 ..................................................................................................................................26 自動(dòng)外呼功能 ..........................................................................................................................26 話務(wù)統(tǒng)計(jì) ..................................................................................................................................26 語音信箱 ..................................................................................................................................27 系統(tǒng)值班功能 ..........................................................................................................................27 報(bào)工號(hào) ......................................................................................................................................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(shí)庫 ....................................................................................................................................30 公告系統(tǒng) ................................................................................................................................31第 6 章 維護(hù)方案 ...............................................................................................................32第 7 章 技術(shù)服務(wù)與承諾 ..................................................................................................33 關(guān)于網(wǎng)經(jīng) .................................................................................................................................33 技術(shù)服務(wù) .................................................................................................................................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(jiǎn)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(diǎn) ..................................................................................................................................35 智能呼叫中