电信客户服务平台与群件系统

Telecommunication Customer Service Platform and Group Ware System

集成了客户服务平台与群件系统 ,将客户服务与后台管理有机地结合起来 ,充分发挥两大系统的优势 ,实现客户服务支持处理过程流程化、可监控化 ,有效监控服务过程和质量 ,快速高效解决客户投诉 ,让管理层直接参与客户服务 ,加大对客户服务的深度 。

In this paper, the authors put forward a project to integrate customer service flatform with group ware system, organically combine customer service with background management, fully bring into play advantages of two systems, and carry out the flow and monitor and control for service transaction process. Service process and quality can be monitored and controlled efficiently. Customers' complaints and problems can be settled effectively and rapidly and management layer can participate directly in customer service so as to deepen and improve the service quality.