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[问与答] 有了解 call center 相关解决方案的吗？

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之前完全没接触过这块领域，有清楚这个行业的相关解决方案的同学吗？大致分为哪些解决方案？（ IVR?软电话?IVR?话务平台?），有哪些产品？

大致需求

  • 语音自动应答，基于知识库回答客户常见问题
  • 针对常见询问（查询订单等），连接后勤系统查询并语音反馈结果
  • 针对无法自动应答的要求，做初步问题分类，转接至相应客服
  • 和客服系统联动，自动显示来电客户信息及要求

谢谢老哥们了

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