陕西省广播电视信息网络股份有限公司客户服务系统工程技术方案建议书北京大唐中联系统集成有限公司二零零四年五月目录第一章概述.............................................................................................................................................11.1项目背景.........................................................................................................................................11.2客户服务系统概述.........................................................................................................................11.3大唐中联的优势.............................................................................................................................21.4大唐中联解决方案的特点.............................................................................................................3第二章业务需求分析.............................................................................................................................42.1客户服务中心的建设目标.............................................................................................................42.1.1近期目标.................................................................................................................................42.1.2长远目标.................................................................................................................................52.2需求分析.........................................................................................................................................52.3现有系统情况.................................................................................................................................7第三章系统总体方案设计.....................................................................................................................93.1客户服务系统总体蓝图.................................................................................................................93.2CALLCENTER系统总体架构.......................................................................................................113.2.1PBX/ACD系统......................................................................................................................113.2.2CTI平台................................................................................................................................133.2.3Internet呼叫平台.................................................................................................................143.2.4IVR系统................................................................................................................................163.2.5网络系统设计.......................................................................................................................173.2.5.1呼叫中心网络平台介绍................................................................................................................173.2.5.2网络设计原则................................................................................................................................173.2.5.3网络设计依据................................................................................................................................193.2.5.4网络技术选择.....................................................................................
