【正文】 ....................................................................19 權限管理 .................................................................................................................................................19 自動識別彩鈴功能 .................................................................................................................................19 通話費用統(tǒng)計 .........................................................................................................................................19 呼叫中心交換平臺 .........................................................................................................................................19 交換功能 .................................................................................................................................................19 外呼功能 .................................................................................................................................................19 呼叫轉移功能 .........................................................................................................................................20 對接辦公電話 .........................................................................................................................................20 呼叫中心自動語音平臺 .................................................................................................................................20 自動語音導航（IVR） ..........................................................................................................................20 自動語音通知 .........................................................................................................................................20 自動語音留言 .........................................................................................................................................21 語音公告 ..................................................................................................................................................22 相關信息查詢 ..........................................................................................................................................22 自動語音外撥 ..........................................................................................................................................22 呼叫中心錄音功能平臺 .........................................................................................................................23 強大的坐席功能平臺 .............................................................................................................................24 坐席系統(tǒng)功能 ..........................................................................................................................................24 人工業(yè)務處理平臺 .........................................................................................................................................27 主叫號碼自動提取及客戶歷史資料彈出 ..............................................................................................28 留言信箱管理 ..........................................................................................................................................28 短信管理 ..................................................................................................................................................294, 客戶投訴意見建議 ..................................................................................................................................29 客戶關系管理 ..........................................................................................................................................30 電話回訪、問卷調查 ..............................................................................................................................30多媒體呼叫中心系統(tǒng)建設方案第 3 頁 共 40 頁第五章 系統(tǒng)安全性措施 .....................................................................................................................................30 完善保密制度 .................................................................................................................................................30 服務器系統(tǒng)安全 .............................................................................................................................................31 用戶身份驗證 .................................................................................................................................................31 完整流水記錄和檢索 .....................................................................................................................................31第六章 系統(tǒng)性能分析 .........................................................................................................................................32 系統(tǒng)性能分析 .................................................................................................................................................32 呼叫處理性能 ..........................................................................................................................................32 平均響應時間 .........................................................................................................................................32 與內外部系統(tǒng)的接口指標 .....................................................................................................................32 可靠性 ......................................................................................................................................................32 兼容性 ......................................................................................................................................................33 擴充性 ......................................................................................................................................................33第七章 第三方 API（接口） ............................................................................................................................33第八章 系統(tǒng)冗余設計方案 ..........................................................................