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呼叫中心軟件平臺

 

1、為市民提供24小時的咨詢解答:
  將分散在城市建設、環境保護、工商稅務、金融投資、市政交通、公檢法等部門的咨詢,集中到呼叫中心。實現24小時熱線咨詢。內容包括有關政策法規、城市指南、辦事指南、投資指南、申辦資料、收費標準以及相關部門職能范圍。呼叫中心根據咨詢者要求,進行人工解答、自動播放、自動傳真等。
2、悉心受理市民的投訴、申請、建議:
  將區市級政府負責的信訪、區市長信箱、區市長熱線、市民請求、投訴進行統一管理。集中記錄、錄音、輸入電腦,24小時受理市民的投訴、申請、意見、建議。呼叫中心代理政府機關,常年保持電話溝通,傾聽市民心聲。
3、為政府機關開展有關代收、代審、代辦業務:
  將有關證件的辦理,申報表格的填寫、資格的審查、程序的解釋等事務性的工作由呼叫中心來做,政府機關只負責審查批準。這樣,既可以解決市民上班、政府辦公,市民下班,政府不辦公的難題,又可以改變市民認為政府"門難進,事難辦"的印象。
4、科學分配和傳遞信息,對問題實行跟蹤督促:
  按事先設定程序,將投訴問題、市民的請求、所代辦的事項等,用語音、郵件、傳真、短信息傳送等方式,將信息以最快的速度,傳遞到相關部門處理。呼叫中心通過對不同部門的協調和溝通,較好地解決部門之間推諉,工作難周轉的問題。對交付相關部門處理的工作,進行自動追蹤,一環扣一環地隨時檢查,直至有結果。
5、設置警戒提示,對工作問題處理實行閉環式管理:
  通過對要處理的問題的過程檢查,對未處理完畢或超越處理時限的,設置告警提示。將追蹤回來的處理結果,通過語音、郵件、傳真、短信息、微信、微博等,反饋給主管領導和信訪投訴者。對提出的申辦事項,提供報批結果的查詢,通知審批結果。
6、綜合利用采集的數據、信息,為領導提供決策依據:

通過對市民提出的咨詢、投訴的情況進行分析,按政府事先決定的等級、類別,自動生成各種匯總表格,或形成調查報告。按政府和領導的要求,提供日、周、月報表和信息分析,用數據說話,便于對比,提供決策支持。

 

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呼叫中心系統拓撲圖
 

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