家政服務(wù)網(wǎng)絡(luò)中心建設(shè)方案

1、家政服務(wù)網(wǎng)絡(luò)信息中心 家政服務(wù)網(wǎng)絡(luò)信息中心建設(shè)項(xiàng)目 建設(shè)項(xiàng)目預(yù)算方案家政服務(wù)網(wǎng)絡(luò)信息中心 家政服務(wù)網(wǎng)絡(luò)信息中心建設(shè)項(xiàng)目預(yù)算方案家政服務(wù)網(wǎng)絡(luò)信息中心 第 3 頁(yè) 共 37 頁(yè)1.2.5、熱點(diǎn)服務(wù) ............................................................................

2、......................................................................................241.2.6、信息中心 .........................................................................................................................

3、.........................................241.2.7、交互式服務(wù) ..............................................................................................................................................................251.3、會(huì)

4、員自助管理子系統(tǒng)...................................................................................................................................251.3.1、會(huì)員注冊(cè)/登陸..................................................................

5、.......................................................................................251.3.2、基本資料的維護(hù) .....................................................................................................................

6、.................................251.3.3、信息發(fā)布 ..................................................................................................................................................................261.3.4、歷史訂單

7、查詢 ..........................................................................................................................................................271.3.5、服務(wù)評(píng)定 ..................................................

8、................................................................................................................271.3.6、系統(tǒng)消息 ...............................................................................................

9、...................................................................271.4、商戶（家政企業(yè)）自助管理子系統(tǒng)...........................................................................................................271.4.1、系統(tǒng)登陸 ............

10、......................................................................................................................................................271.4.2、商戶信息管理 .......................................................

11、...................................................................................................281.4.3、服務(wù)人員管理 ..........................................................................................................

12、................................................291.4.4、服務(wù)訂單及評(píng)定查詢 ..............................................................................................................................................301.4.5、系統(tǒng)通知

13、 ..................................................................................................................................................................30二、呼叫中心系統(tǒng) ..............................................

14、......................................................................................................312.1、組網(wǎng)方式............................................................................................................

15、...........................................31 2.2、服務(wù)熱線熱線的語音流程示意圖...............................................................................................................32 2.3、功能描述..................................

16、.....................................................................................................................332.3.1、系統(tǒng)管理 ..........................................................................................

17、........................................................................332.3.2、支持遠(yuǎn)程座席 .....................................................................................................................................

18、.....................332.3.3、ACD 智能話務(wù)分配.................................................................................................................................................332.3.4、自動(dòng)錄音 .......................

19、...........................................................................................................................................342.3.5、話務(wù)轉(zhuǎn)接和代答 .................................................................

20、.....................................................................................342.3.6、座席來電彈屏 ........................................................................................................................

21、..................................342.3.7、座席外呼和 IVR 外呼..............................................................................................................................................352.3.8、去電（外呼、派單）彈屏 ....

22、..................................................................................................................................362.3.9、IVR 流程自主設(shè)置及語音應(yīng)答...................................................................

23、............................................................362.3.10、班長(zhǎng)席（強(qiáng)插、強(qiáng)拆、監(jiān)聽） ............................................................................................................................372.3.11、多方通話

24、 ................................................................................................................................................................372.3.12、完善的數(shù)據(jù)管理和業(yè)務(wù)報(bào)表統(tǒng)計(jì) ...................................

25、.....................................................................................372.3.13、其他實(shí)用功能 .......................................................................................................................

26、.................................38三、業(yè)務(wù)處理（工單）系統(tǒng) ....................................................................................................................................393.1、原始工單形成............................

27、...................................................................................................................39 3.2、業(yè)務(wù)屬性定義............................................................................................

28、...................................................39 3.3、工單派發(fā).......................................................................................................................................................403.3.1

29、、派發(fā)流程 ..................................................................................................................................................................403.3.2、派發(fā)工單示意及狀態(tài) ..................................

30、............................................................................................................403.3.3、工單狀態(tài)及二次派單 ..............................................................................................

31、................................................413.4、按照工單進(jìn)行回訪.......................................................................................................................................413.4.1、回訪流程示意圖 .......

32、...............................................................................................................................................413.4.2、流程描述 ................................................................

33、..................................................................................................423.5、工單完成及統(tǒng)計(jì)管理...........................................................................................................

34、........................42五、業(yè)務(wù)支撐管理系統(tǒng) ............................................................................................................................................425.1、系統(tǒng)管理部分...............................

35、................................................................................................................42 5.2、統(tǒng)計(jì)報(bào)表部分...............................................................................................