商業(yè)銀行呼叫中心項(xiàng)目技術(shù)解決方案0625

1、國(guó)有商業(yè)銀行 國(guó)有商業(yè)銀行呼叫中心建設(shè)技術(shù)方案 呼叫中心建設(shè)技術(shù)方案北京青?？萍加邢薰?北京青?？萍加邢薰?010 2010 年 6 月編號(hào)： 時(shí)間：2021 年 x 月 x 日 書(shū)山有路勤為徑，學(xué)海無(wú)涯苦作舟 書(shū)山有路勤為徑，學(xué)海無(wú)涯苦作舟 頁(yè)碼：第 2 頁(yè) 共 65 頁(yè)第 2 頁(yè) 共 65 頁(yè)3.6.1 網(wǎng)絡(luò)安全 ..........................................................

2、..............................................363.6.2 病毒安全 ........................................................................................................363.6.3 關(guān)鍵設(shè)備的雙機(jī)熱備方案......................................

3、.......................................363.6.4 系統(tǒng)信息安全.................................................................................................363.6.1 網(wǎng)絡(luò)隔離 .........................................................

4、...............................................363.6.2 數(shù)據(jù)加密 ........................................................................................................363.6.3 分級(jí)權(quán)限密碼管理功能......................................

5、...........................................373.6.4 備份機(jī)制 ........................................................................................................373.6.5 CA 認(rèn)證...............................................

6、............................................................374 業(yè)務(wù)功能 ................................................................................................................................404.1 總體構(gòu)架 ............

7、............................................................................................404.2 總體描述 ........................................................................................................424.3 電話銀行業(yè)務(wù).

8、................................................................................................434.3.1 基本業(yè)務(wù) ........................................................................................................434.3.2

9、 繳費(fèi)業(yè)務(wù) ........................................................................................................454.3.3 公共信息查詢................................................................................................

10、.454.4 客戶服務(wù)業(yè)務(wù).................................................................................................454.4.1 公共咨詢服務(wù)................................................................................................

11、.454.4.2 個(gè)人客戶服務(wù).................................................................................................464.4.3 公司銀行業(yè)務(wù)..............................................................................................

12、...474.4.4 公告服務(wù) ........................................................................................................484.5 運(yùn)營(yíng)管理 .........................................................................................

13、...............484.5.1 客戶信息管理.................................................................................................484.5.2 權(quán)限管理 .................................................................................

14、.......................494.5.3 系統(tǒng)監(jiān)控 ........................................................................................................494.5.4 黑名單管理 ..................................................................

15、..................................504.5.5 統(tǒng)計(jì)分析 ........................................................................................................504.5.6 運(yùn)營(yíng)數(shù)據(jù)維護(hù).......................................................

16、..........................................514.5.7 服務(wù)質(zhì)量管理（可選）.................................................................................514.5.8 績(jī)效考核管理（可選）.............................................................

17、....................524.5.9 自動(dòng)排班管理（可選）.................................................................................535 設(shè)備配置 ............................................................................................

18、....................................535.1 配置依據(jù) ........................................................................................................535.2 網(wǎng)絡(luò)設(shè)備 ..........................................................

19、..............................................555.3 服務(wù)器設(shè)備 ....................................................................................................565.3.1 處理能力計(jì)算................................................

20、.................................................565.3.2 內(nèi)存計(jì)算 ........................................................................................................565.4 錄音服務(wù)器 ..........................................

21、..........................................................575.5 數(shù)據(jù)庫(kù) ............................................................................................................585.5.1 處理能力計(jì)算..............................

22、...................................................................585.5.2 內(nèi)存計(jì)算 ........................................................................................................595.5.3 存儲(chǔ)容量估算......................