客户服务中心系统(CallCenter)方案建议书1概述...................................................................................................................................................31.1前言.......................................................................................................................................31.2客户服务中心简介...............................................................................................................41.3名词解释...............................................................................................................................52项目业务需求...................................................................................................................................63兆江产品方案介绍...........................................................................................................................93.1EASY方案产品简介...........................................................................................................93.2EASYCTI功能.....................................................................................................................113.2.1EasyCTI的基本功能.............................................................................................133.2.2EasyCTI的呼叫流程控制.....................................................................................143.3EASYTALK功能..................................................................................................................193.4EASYAGENT功能...............................................................................................................253.4.1客户服务代表(CSR)的管理等级制度..................................................................253.4.2客户服务代表(CSR)的技术等级制度..................................................................263.4.3实时坐席业务处理系统........................................................................................27系统裁剪维护系统．....................................................................................................................354项目总体设计方案.........................................................................................................................394.1两类CTI技术.....................................................................................................................394.1.1PBX方案................................................................................................................404.1.2板卡方案................................................................................................................404.1.3性能分析................................................................................................................424.1.4我们的建议............................................................................................................434.2系统结构.............................................................................................................................444.3系列的软件总体结构.........................................................................................................454.4CALLCENTER子系统说明.................................................................................................464.4.1接入部分.......................................................
