Abstract: Aiming at operational characteristics of Metro customer service work，customer service hotline system based on All-In-One platform which is the mainstream development trends of modem call center has been developed to achieve the network of passenger service and business management and make them computerized．It also introduces function and characteristic of All-In-One platform ，analyzes functional requirements of the system，and gives overal design solutions for the system．Passenger service hofllne system takes customized IVR flow and CRM software development as its core．And it adopts a variety of key technologies guaranteed the extensible and advanced of the system．The system is opened and operated in Nanjing subway、After successful reliability operation test，the system is simple and convenient．

Key words: metro customer service hotline system, All-In-One, call center, interactive voice respond, customer relationship management, soft-phone

摘要： 针对地铁乘客服务工作的业务特点，在现代呼叫中心主流发展趋势的一体化呼叫中心平台上，开发了乘客服务热线系统，实现了乘客服务、业务管理的计算机化和网络化．介绍了一体化呼叫中心平台的功能、特点，分析了系统的功能需求，给出了系统的总体设计方案．乘客服务热线系统以IVR流程的定制和CRM软件的开发为核心，采用多种关键技术，保证系统的先进性和可靠性．该系统已经在南京地铁开通运行，经测试系统操作简便，运行稳定、可靠．

关键词: 地铁乘客服务热线系统, 一体化, 呼叫中心, 交互式语音应答, 客户关系管理, 软电话