- 客户
- 经客户同意后公开
- 状态
- 已投入运行
Context
Citizen requests arrived through disconnected channels — phone, written applications, the website — and were tracked separately. There was no consolidated view of topics or deadlines.
Challenge
Bring every channel into one perimeter, introduce a single request classification and make handling deadlines controllable.
TEQ solution
A unified contact centre was deployed: omnichannel intake, a single request card, topic-based routing, an operator knowledge base and SLA control. Management sees request flow and workload in one dashboard. The system runs in production.