【正文】 .......................................................................................................8(f) 組織管理功能 .......................................................................................................................8三、 系統(tǒng)設(shè)計(jì)思想方案 .......................................................................................................................8 設(shè)計(jì)依據(jù) ...................................................................................................................................8 推薦系統(tǒng) ...................................................................................................................................9四、 系統(tǒng)設(shè)計(jì) .....................................................................................................................................10 系統(tǒng)組網(wǎng)結(jié)構(gòu) .........................................................................................................................10 整體結(jié)構(gòu)邏輯關(guān)系 .............................................................................................................11 系統(tǒng)服務(wù)方式 .........................................................................................................................12(a) IPC9100 呼叫中心整體主要功能 ....................................................................................14 語(yǔ)音 CTI 平臺(tái)主要功能 ........................................................................................................15(a) 服務(wù)分組 .............................................................................................................................15(b) 坐席登陸（按照工號(hào)在任意位置注冊(cè)登陸） .................................................................15自動(dòng)語(yǔ)音應(yīng)答（ IVR） ...................................................................................................................15自動(dòng)話務(wù)分配（ ACD） .................................................................................................................17來(lái)電彈屏 .........................................................................................................................................18錄音功能 .........................................................................................................................................20客戶留言功能 .................................................................................................................................21呼叫中心系統(tǒng)監(jiān)控 .........................................................................................................................21會(huì)員來(lái)電密碼驗(yàn)證 .........................................................................................................................22客戶追隨服務(wù)（原服務(wù)人員優(yōu)先） .............................................................................................22電話黑名單屏蔽 .............................................................................................................................23通話質(zhì)檢功能 .................................................................................................................................23(c) 電話監(jiān)聽(tīng) .............................................................................................................................24呼叫中心統(tǒng)計(jì)報(bào)表 .........................................................................................................................25點(diǎn)擊外呼功能 .................................................................................................................................26自動(dòng)外撥功能 .................................................................................................................................27電話轉(zhuǎn)接功能 .................................................................................................................................28座席基本功能 .................................................................................................................................30暫停服務(wù)（坐席置忙或小休） .....................................................................................................30電話三方通話 .................................................................................................................................30(d) 電話保持 .............................................................................................................................31(e) 電話搶接 .............................................................................................................................32電話輸入記錄（信息登記） .........................................................................................................32(f) 遠(yuǎn)程坐席服務(wù) .........................................................................................................................33電話終端接聽(tīng)方式（ IP 話機(jī)、 PC 耳麥、話務(wù)應(yīng)答器） ..........................................................33五、 客服系統(tǒng)業(yè)務(wù)應(yīng)用 .....................................................................................................................343 / 66 坐席業(yè)務(wù)功能及業(yè)務(wù)流程 .....................................................................................................34(a) 呼叫中心業(yè)務(wù)功能模塊 .....................................................................................................34 客服部主要工作界面工作流程