<p class="MsoNormal" style="margin:0cm 0cm 0pt;line-height:18pt;mso-pagination:widow-orphan;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;"><span style="font-size:small;"><b style="mso-bidi-font-weight:normal;"><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:ˎ̥;mso-hansi-font-family:ˎ̥;mso-bidi-font-family:宋体;">功能概述：</span></b><b style="mso-bidi-font-weight:normal;"><span lang="EN-US" style="font-family:ˎ̥;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-bidi-font-family:宋体;"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></span></b></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:21pt;mso-char-indent-count:2.0;"><span style="font-size:small;"><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，即</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IP</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心系统，它能够充分利用</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IP</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">网络的优势，完成话音通信与数据通信的统一，综合话音、视频与数据通信以产生新的呼叫中心业务；同时，它是建立在</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">和</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术基础之上的智能呼叫处理中心</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">(Call Center)</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，集现代</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">Internet</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">VOIP</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术、软交换技术、网络技术和数据库技术于一体，提供完整的客户服务中心解决方案。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:21pt;mso-char-indent-count:2.0;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">深圳研科在</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">2005</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">年左右即开始为客户集成国际上优秀的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">解决方案。基于多年</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">领域经验，深圳研科自</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">2007</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">年起着手</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">系统的研发，并陆续推出呼叫中心等相关系列产品，结合深圳研科在业界已有良好口碑的软件，组成了完整的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC </span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">解决方案。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">深圳研科之</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IPCC</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">解决方案，它面向电信行业、金融行业、公共事业及政府行政服务中心等服务机构，可以利用企业已经具备的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IP</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">网络，实现分布式呼叫中心的服务，从而降低建设呼叫中心的总成本，并十分易于扩展。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;line-height:125%;text-align:left;mso-pagination:widow-orphan;" align="left"><span style="font-size:small;"><b style="mso-bidi-font-weight:normal;"><span style="line-height:125%;font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">功能说明：</span></b><b style="mso-bidi-font-weight:normal;"><span lang="EN-US" style="line-height:125%;font-family:Arial;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><o:p></o:p></span></b></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';">1</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">）功能强大：能支持多种交流方式，允许顾客选择语音、文字、视频等进行通讯，同时可以提供</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';">24</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">小时不间断服务；</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><span style="mso-spacerun:yes;"> </span>2</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">）效益突出：客户支持中心不能仅仅是花钱的部门，更应该能为公司创造利润，也应能产生良好的社会效益；</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><span style="mso-spacerun:yes;"> </span>3</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">）能分配：当有客户请求帮助时，系统应该能够了解其基本信息，并为其智能分配最适合的支持人员；</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><span style="mso-spacerun:yes;"> </span>4</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">）管理功能：能够对</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';">Web</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">浏览者的信息进行管理，对数据库进行综合分析，寻求有价值的顾客；还要能对客服支持人员进行管理和监督。</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><span style="mso-spacerun:yes;"> </span>5</span></span><span class="textfont1"><span style="font-size:11pt;font-family:宋体;mso-ascii-font-family:'MS Shell Dlg';mso-hansi-font-family:'MS Shell Dlg';">）个性服务：应该能为用户提供人性化、个性化的优质服务，提高客户的满意度。</span></span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:'Times New Roman';"><span style="color:black;font-family:瀹嬩綋;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">呼叫中心功能描述：</span><span class="textfont1"><span lang="EN-US" style="font-size:11pt;font-family:'MS Shell Dlg';"><o:p></o:p></span></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">自动语音应答（</span><span lang="EN-US" style="color:black;font-family:Arial;">IVR</span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">）</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">自动呼叫分配（</span><span lang="EN-US" style="color:black;font-family:Arial;">ACD</span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">）</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">客户管理</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">语音数据同步</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">传真收发</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">电话监听</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">三方会议</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">强插、强拆</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">转接、代接</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">呼叫转移</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">录音</span><span lang="EN-US" style="color:black;font-family:Arial;"> Email</span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">接入和回复</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">电话外拨</span><span lang="EN-US" style="color:black;font-family:Arial;"> IP</span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">远端坐席</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">分时段设置</span><span style="color:black;font-family:Arial;"> </span><span style="color:black;font-family:宋体;mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;mso-bidi-font-family:Arial;">通话质检</span><span lang="EN-US" style="color:black;font-family:Arial;"> <o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><b style="mso-bidi-font-weight:normal;"><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">优势与特点</span></b><b style="mso-bidi-font-weight:normal;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></b></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">、实现语音与数据网的完全融合</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">通过语音和数据在网络中的结合，除了能为传统的电话用户提供服务外，还能方便地为</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">Internet</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">用户提供服务。该系统使用一套网络设施，省去了安装两套不同系统的成本，提供更高的可扩展性，管理维护工作也相应简化，而且能够极大降低总体建设成本。整个呼叫中心的结构极其简洁，大大提高了整个系统的运行效率。</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">2</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">、系统实现低成本扩容</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IP</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心方案具有良好的扩展能力，建立远程分支呼叫中心或增加一个异地的远程坐席，就象建立或增加一个本地坐席一样简单、方便，系统的规模能够线性扩容。同时，系统容量的扩展通过纯软件的方式实现，极大地保护了客户的前期投资。</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">3</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">、方便坐席分布式办公</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心可以扩展到不同地域，不受地理位置的限制，业务代表可在全网范围内实现移动办公，灵活地接入呼叫中心系统。可以自动地对呼叫（话音）和数据进行异地转移，将本地或异地的客户请求直接分配给最合适的业务代表。</span><span style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> </span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">由于数据和语音全部通过数据网传输，所以不用支付昂贵的长途话费，降低了企业及客户的开销，节约了设备投入及运营成本。</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">4</span></span><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">、操作简便，功能齐备、实用</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">通过大量的用户调研测试，确保系统在使用中操作非常简便，易于上手。同时系统功能又非常齐备，覆盖了高端呼叫中心中几乎所有的核心功能，具有极强的实用性。</span><span lang="EN-US" style="mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><b style="mso-bidi-font-weight:normal;"><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IP</span></span></b><b style="mso-bidi-font-weight:normal;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心最终效益</span></b><b style="mso-bidi-font-weight:normal;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></b></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心最根本的两个目的在于：</span><span style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> </span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">对外有效提高客户服务质量，扩大收入</span><span style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> </span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">对内大幅提高员工生产力，降低成本</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">——通过迅速的呼叫响应、更加简易的通信、减少呼叫等待时间和多种诱人的业务，大大改善通信的质量。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">——提高通信效率，通过减少不必要的通信进程，提供友好的人机界面和方便的屏幕拨号等来尽量满足用户的需求。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">——减少开销，由于</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-font-kerning:0pt;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">是由计算机系统控制、管理通信，自动化率明显增加，所以也就减少了不必要的花费。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> </span></span></span><span lang="EN-US" style="color:red;font-family:ˎ̥;mso-bidi-font-size:10.5pt;mso-font-kerning:0pt;mso-bidi-font-family:宋体;"><o:p></o:p></span></p>
