致力于提供优质的客户服务（PDF 37页）(1)

ManagingandIntegratingaContactCenter’sHeterogeneousEnvironmentforLeveragingLeadingEdgeMichelleCRM来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge1...............................................................................................................32MichelleV4.1(MichelleContactCenter).........................52.1Michelle....................................................................................52.2Michelle....................................................................................92.3Michelle......................................................................................102.4MichelleWebOption.................................................................................112.5Michelle............................................................................113Michelle....................................................123.1Michelle........................................................................123.2Michelle...............................................................................133.3Michelle...............................................................................154Michelle(MichelleSales)................................................................174.1................................................................................................174.2.........................................................................................195Michelle(MichelleMarketing)................................................215.1...........................................................................215.2..................................................................................215.3..................................................................................215.4..................................................................................225.5..................................................................................225.6..................................................................................225.7.........................................................................................225.8..................................................................................226Michelle(MichelleIVR)...........................................236.1.......................................................................................................236.2................................................................................................236.3................................................................................................247Michelle(MichelleVRS)..................................................267.1....................................................................................................267.2....................................................................................................268Michelle™.............................................................298.1................................................................................................298.2................................................................................................349CRM.............................................................................35来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge1MichelleMichelleManagingandIntegratingaContactCentre’sHeterogeneousEnvironmentforLeveragingLeadingEdgeMichelleMichelleMichelleMichelleMichelleMichelleMichelleMichelleMichelle来自’sHeterogeneousEnvironmentforLeveragingLeadingEdgeMichelleMichelleMichelleHousingAuthorityPCCW1000HutchisonTelecomSmartToneHealthcare2u.comHSBC85160BigBOXX.comDBSKwongOnBankCITICKaWahBankABNBankESDLifeOrangeSundayTelecomWizoffice.comMichelle1CRM2—C/SWEB3—4CTI—CTI来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge2MichelleV4.1(MichelleContactCenter)2.1Michelle2.1.1Multi-projectSupport???Michelle2.1.2CTICTIEnabled?MichelleCTICTIPBX?MichelleAPICTI?CTIMichelle?CTIiniPBX?2.1.3CustomerModule?customer_info???2.1.4ContactHistoryModule??Michelle来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge2.1.5CaseModule???ScreenAlert?Web???()?2.1.6IntelligentScript??Michelle?2.1.7Campaign(ScreenBuilder)?来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge??2.1.8Script??HTML?2.1.9IBForm?CTIIVR??2.1.10OBForm?OBCall?????2.1.11CallSummary????来自’sHeterogeneousEnvironmentforLeveragingLeadingEdge2.1.12BBS?WEBBBS??MichelleBBS2.1.13Menu??CTI??2.1.14ToolBar???2.1.15WEBWEBBrowser