XXXX客服系统技术方案建议书2013年11月目录1前言.........................................................................................................................41.1文档目的......................................................................................................41.2项目背景......................................................................................................41.2.1业务发展现状....................................................................................42需求理解.................................................................................................................52.1业务需求......................................................................................................52.1.1用户范围............................................................................................52.1.2主要服务方式....................................................................................52.1.3主要业务功能....................................................................................62.2系统需求......................................................................................................82.2.1容量需求............................................................................................82.2.2技术要求............................................................................................82.2.3灾备能力要求....................................................................................93总体规划.................................................................................................................93.1系统整体规划思路......................................................................................93.2建设思路......................................................................................................93.2.1客户为核心........................................................................................93.2.2服务和营销相结合..........................................................................113.2.3运营效率为目标..............................................................................123.2.4数据分析为依据..............................................................................143.2.5系统灵活适用..................................................................................143.3设计原则....................................................................................................144技术框架...............................................................................................................175硬件平台方案设计...............................................................................................195.1系统组网结构............................................................................................196客服应用系统设计...............................................................................................196.1总体功能框架............................................................................................196.2生产运作层................................................................................................216.2.1座席应用系统..................................................................................216.2.2客户信息管理..................................................................................246.2.3客服业务...........
