湖南省电信公司客户服务中心业务系统方案建议书目录前言............................................................................................................................................2目录........................................................................................................................................................4第一章呼叫中心概述..............................................................................................................................4第一节背景.......................................................................................................................................4第二节项目概述.................................................................................................................................4第二章需求分析......................................................................................................................................42.1功能要求.........................................................................................................................................42.1.1多种接入方式..........................................................................................................................42.1.2多业务功能..............................................................................................................................42.1.3基本业务功能..........................................................................................................................42.1.4扩展功能..................................................................................................................................42.1.5系统管理功能..........................................................................................................................42.1.6CTI功能...................................................................................................................................42.1.7电话功能..................................................................................................................................42.1.8INTERNETCALLCENTER功能.............................................................................................42.2稳定性要求.....................................................................................................................................42.3扩展性要求.....................................................................................................................................4第三章系统功能......................................................................................................................................43.1呼叫中心与客户关系管理系统（CRM）......................................................................................43.2自动业务系统.................................................................................................................................43.3前台受理功能.................................................................................................................................43.3.1电话控制功能..........................................................................................................................43.3.2CTI功能...............................................................................................................................
