摘要
伴随着计算机网络技术的发展成熟与计算机信息集成系统的广泛应用,企业之间的竞争也越来越激烈,已从原来的产品竞争发展到对企业的管理决策、服务、抢夺客户的竞争。如何在竞争激烈的环境中生存,留住老客户和发展更多新客户,成为企业一项重要的发展任务。因此,设计一个集语音自动处理、客户信息管理、产品信息管理、员工信息与业务管理于一体的企业电话客户服务管理信息系统,充分利用已有的电信资源与计算机技术并使之相融合,为客户与公司交流搭建一个高效的平台非常重要。
With the technology developed of network and extensive application of information integration systems, competition among enterprises has become increasingly fierce, and it has changed to the competition of from the original product sales to the deci- sion-making and grab customer. How to survive in this competitive environment, retain old customers and develop more new cus- tomers, it is an important development tasks. Therefore, design one business phone customer service system including automatic speech processing, customer information management, product information management and employee information and business management, fully utilize the existing resources of telecommunications and computer technology, and it is very important to set up an efficient plat- form for the exchange of customer and company.
出处
《企业技术开发》
2013年第1期61-63,共3页
Technological Development of Enterprise
关键词
电话
语音
客户服务
phone
voice
customer service
