客服中心系统技术方案建议书技术方案建议书目录一、设备技术特点综述.......................................................................................................................4二、概述...............................................................................................................................................5北京赛普智成科技有限公司第1页北京赛普智成科技有限公司年月客服中心系统技术方案建议书2.01客户现状...................................................................................................................................52.02解决方法...................................................................................................................................52.03技术需求...................................................................................................................................62.04买方系统建设要求...................................................................................................................6(a)总体功能...............................................................................................................................7(b)话务座席功能.......................................................................................................................7(c)班长座席功能.......................................................................................................................7(d)录音功能...............................................................................................................................7(e)统计报表功能.......................................................................................................................8(f)组织管理功能.......................................................................................................................8三、系统设计思想方案.......................................................................................................................83.01设计依据...................................................................................................................................83.02推荐系统...................................................................................................................................9四、系统设计.....................................................................................................................................104.01系统组网结构.........................................................................................................................104.02整体结构逻辑关系.............................................................................................................114.03系统服务方式.........................................................................................................................12(a)IPC-9100呼叫中心整体主要功能....................................................................................144.04语音CTI平台主要功能.........................................................................................................15(a)服务分组.............................................................................................................................15(b)坐席登陆（按照工号在任意位置注册登陆）.................................................................15自动语音应答（IVR）................................
