政府企事業(yè)單位呼叫中心解決方案

<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">政府企事業(yè)單位服務(wù)現狀分析</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; 在國家大力推廣信息化建設的背景下，不少政府部門(mén)相繼建立了Internet網(wǎng)站甚至網(wǎng)上工作平臺，向社會(huì )提供網(wǎng)上服務(wù)，但因上網(wǎng)對地點(diǎn)設備及使用人知識水平的要求，限制了用戶(hù)上網(wǎng)的隨處性隨意性，造成網(wǎng)上平臺的服務(wù)面不廣；另外政府部門(mén)近年來(lái)利用信息技術(shù)網(wǎng)絡(luò )技術(shù)建立了各種各樣的管理信息系統和辦公自動(dòng)化系統，積累了豐富的內外部信息資源，但由于缺乏有效的整合機制，信息利用率不高，共享程度不夠，浪費資源，效率低下，造成政府企事業(yè)單位形象受損，那如何能夠低投入而有效解決以上難題呢？</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政府企事業(yè)單位呼叫中心解決方案</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; 通過(guò)建立<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">CC呼叫中心系統平臺，</span>將有效整合這些資源，通過(guò)人、機、網(wǎng)絡(luò )、語(yǔ)音搭建一個(gè)面向大眾的信息咨詢(xún)機構，這將有效地提高政府部門(mén)的整體形象，增強透明度；提高辦事效率，低行政成本；提高企業(yè)或個(gè)人的整體滿(mǎn)意度，實(shí)現共享信息資源。</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">金倫</span>實(shí)行<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">三大免費政策，</span>幫助企業(yè)&quot;0&quot;投入即可擁有價(jià)值幾十萬(wàn)的呼叫中心平臺。同時(shí)提供優(yōu)質(zhì)的<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">支持多路并發(fā)的固話(huà)線(xiàn)路（可隨時(shí)擴容）</span>供政府企事業(yè)單位使用，避免線(xiàn)路繁忙、占線(xiàn)等現象。政府企事業(yè)單位只需<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">租用我們的固話(huà)線(xiàn)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">三大免費政策</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、 免費提供呼叫中心系統終身使用。</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、 免費幫助企業(yè)快速建立自己的呼叫中心平臺。</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、 免費提供建立企業(yè)呼叫中心所需昂貴的硬件設備。</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，金倫CC呼叫中心系統具有非常豐富的適用功能及<span style="padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; color: rgb(240,138,1); padding-top: 0px">強大的CRM客戶(hù)管理系統。</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>配備專(zhuān)業(yè)的坐席人員，為企業(yè)、市民及時(shí)提供周到的業(yè)務(wù)服務(wù)</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子系統功能：</span>企業(yè)、市民可根據語(yǔ)音提示按鍵選擇自身需要的服務(wù)，進(jìn)行業(yè)務(wù)咨詢(xún)、辦理</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">電子傳真：</span>按需使用。操作簡(jiǎn)單。一看就會(huì )</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">外呼服務(wù)：</span>支持點(diǎn)擊撥號、批量撥號、語(yǔ)音播報等模式供政府企事業(yè)單位選擇使用</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">服務(wù)滿(mǎn)意度：</span>根據語(yǔ)音提示按鍵回復對政府企事業(yè)工作人員的服務(wù)滿(mǎn)意度及其他調查</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">信息轉發(fā)：</span>根據不同需求，選擇性對市民發(fā)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; 呼叫中心系統運行后，廣大市民足不出戶(hù)，就可以享受全天候的、規范的信息服務(wù)。市民撥打電話(huà)即可了解到各種信息、辦事指南、辦事程序、預備資料等，方便企業(yè)和群眾。</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、 方便政府機關(guān)，加強廉政建設</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; 對電話(huà)反映出的大量問(wèn)題和矛盾，進(jìn)行綜合分析，從中發(fā)現某一階段帶有普遍性、傾向性、苗頭性的問(wèn)題，提出解決意見(jiàn)和建議，為各級領(lǐng)導機關(guān)和有關(guān)部門(mén)提供決策依據，發(fā)揮了參謀和助手作用。同時(shí)，呼叫中心加入政府部門(mén)的運作，既帶來(lái)了多樣化的交流手段，專(zhuān)業(yè)化的數據處理和電子化信息服務(wù)，又便于政務(wù)公開(kāi)，是勤政廉政建設的措施。 3、 提高服務(wù)自動(dòng)化水平，完善電子政府的服務(wù)體系 通過(guò)使用CC呼叫中心系統平臺，為辦公自動(dòng)化、信息多樣化、辦事程序化開(kāi)展了大量的工作。呼叫中心將許多部門(mén)的咨詢(xún)、投訴、服務(wù)功能集中整合，通過(guò)電話(huà)語(yǔ)音、電子郵件、傳真、互聯(lián)網(wǎng)訪(fǎng)問(wèn)等多種方式雙向溝通，人機共享，是對&quot;電子政府&quot; 工程的重要補充和延伸。 4、 減少人力成本，提高工作效率 利用呼叫中心的集中處理功能，配合政府企事業(yè)單位的工作，對職能相同、內容相似的不同部門(mén)的處理事項，集中辦理，減少了人員編制。對內容相同重復性強，反復使用的信息查詢(xún)、咨詢(xún)、呼叫請求，采用語(yǔ)音自動(dòng)應答、自動(dòng)傳真等方式，減少人力成本，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" />