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随着我国电子政府建设的不断深入,呼叫中心在我国电子政府建设中的应用也越来越多。广州市地方税务局的“纳税辅导中心”(采用华为公司的INtess呼叫中心产品)集成了语音、传真、IP、Web、Email等多种媒体接人手段,平台配置具有很强的伸缩性和灵活性,并采用灵活的座席组网方式。系统还提供图形化的业务开发工具,具备快速业务构造能力,并能提供Internet网络互动,融合了CRM客户关系管理和商业智能等。纳税辅导中心建成后,一直以稳定、优质的运作,为广大纳税户提供更为周到、全面的服务,并已成为广州市政府展示服务市民新风貌的崭新窗口。
With the deepening of the construction of e-government in our country, the application of call center in the construction of e-government in our country is also more and more. The Local Taxation Bureau of Guangzhou Municipality has integrated various media access methods such as voice, fax, IP, Web and Email with the INtess Call Center of Huawei. The platform configuration is highly scalable and flexible Sex, and adopt the flexible agent network way. The system also provides graphical business development tools, rapid business construction capabilities, and can provide Internet network interaction, integration of CRM customer relationship management and business intelligence. After the completion of the tax counseling center, it has been providing a more thoughtful and comprehensive service to the taxpayers with stable and high-quality operation. It has become a brand new window for the Guangzhou municipal government to showcase the new style of public service.