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政府企事业单位呼叫中心解决方案

--中心解决方案

2013-08-03 10:36:15   作者:罗妮佳   来源:通信世界网   评论:0  点击:


<p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px"><strong style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-weight: bold; padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(0,45,113); padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-size: large; padding-top: 0px">政府企事业单位服务现状分析</span></span></strong></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 在国家大力推广信息化建设的背景下,不少政府部门相继建立了Internet网站甚至网上工作平台,向社会提供网上服务,但因上网对地点设备及使用人知识水平的要求,限制了用户上网的随处性随意性,造成网上平台的服务面不广;另外政府部门近年来利用信息技术网络技术建立了各种各样的管理信息系统和办公自动化系统,积累了丰富的内外部信息资源,但由于缺乏有效的整合机制,信息利用率不高,共享程度不够,浪费资源,效率低下,造成政府企事业单位形象受损,那如何能够低投入而有效解决以上难题呢?</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp;</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px"><strong style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-weight: bold; padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(0,45,113); padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-size: large; padding-top: 0px">CC政府企事业单位呼叫中心解决方案</span></span></strong></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 通过建立<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">CC呼叫中心系统平台,</span>将有效整合这些资源,通过人、机、网络、语音搭建一个面向大众的信息咨询机构,这将有效地提高政府部门的整体形象,增强透明度;提高办事效率,低行政成本;提高企业或个人的整体满意度,实现共享信息资源。</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 首先 ,<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">金伦</span>实行<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">三大免费政策,</span>帮助企业&quot;0&quot;投入即可拥有价值几十万的呼叫中心平台。同时提供优质的<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">支持多路并发的固话线路(可随时扩容)</span>供政府企事业单位使用,避免线路繁忙、占线等现象。政府企事业单位只需<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">租用我们的固话线路</span>即可。</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp;</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp;<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">三大免费政策</span></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp;<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">a、 免费提供呼叫中心系统终身使用。</span></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp;<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">b、 免费帮助企业快速建立自己的呼叫中心平台。</span></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp;<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">c、 免费提供建立企业呼叫中心所需昂贵的硬件设备。</span></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp;</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 其次,金伦CC呼叫中心系统具有非常丰富的适用功能及<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">强大的CRM客户管理系统。</span></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; a、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">人工坐席功能:</span>配备专业的坐席人员,为企业、市民及时提供周到的业务服务</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; b、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">IVR子系统功能:</span>企业、市民可根据语音提示按键选择自身需要的服务,进行业务咨询、办理</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; c、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">电子传真:</span>按需使用。操作简单。一看就会</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; d、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">外呼服务:</span>支持点击拨号、批量拨号、语音播报等模式供政府企事业单位选择使用</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; e、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">服务满意度:</span>根据语音提示按键回复对政府企事业工作人员的服务满意度及其他调查</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; f、<span class="Apple-converted-space">&nbsp;</span><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">信息转发:</span>根据不同需求,选择性对市民发送短信</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp;</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px"><strong style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-weight: bold; padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(0,45,113); padding-top: 0px"><span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font-size: large; padding-top: 0px">方案效果</span></span></strong></p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 1、 方便市民,提升政府形象</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 呼叫中心系统运行后,广大市民足不出户,就可以享受全天候的、规范的信息服务。市民拨打电话即可了解到各种信息、办事指南、办事程序、预备资料等,方便企业和群众。</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 2、 方便政府机关,加强廉政建设</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp; &nbsp; &nbsp; &nbsp; 对电话反映出的大量问题和矛盾,进行综合分析,从中发现某一阶段带有普遍性、倾向性、苗头性的问题,提出解决意见和建议,为各级领导机关和有关部门提供决策依据,发挥了参谋和助手作用。同时,呼叫中心加入政府部门的运作,既带来了多样化的交流手段,专业化的数据处理和电子化信息服务,又便于政务公开,是勤政廉政建设的措施。 3、 提高服务自动化水平,完善电子政府的服务体系 通过使用CC呼叫中心系统平台,为办公自动化、信息多样化、办事程序化开展了大量的工作。呼叫中心将许多部门的咨询、投诉、服务功能集中整合,通过电话语音、电子邮件、传真、互联网访问等多种方式双向沟通,人机共享,是对&quot;电子政府&quot; 工程的重要补充和延伸。 4、 减少人力成本,提高工作效率 利用呼叫中心的集中处理功能,配合政府企事业单位的工作,对职能相同、内容相似的不同部门的处理事项,集中办理,减少了人员编制。对内容相同重复性强,反复使用的信息查询、咨询、呼叫请求,采用语音自动应答、自动传真等方式,减少人力成本,提高工作效率。</p> <p style="text-align: left; padding-bottom: 0px; widows: 2; text-transform: none; background-color: rgb(255,255,255); text-indent: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; font: 14px/28px Arial, Helvetica, sans-serif; white-space: normal; orphans: 2; letter-spacing: normal; color: rgb(102,102,102); word-spacing: 0px; padding-top: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">&nbsp;</p> <br class="Apple-interchange-newline" />
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