绍兴市区有线电视呼叫中心系统的设计与实现-软件工程专业论文.docxVIP

摘要摘要计算机电信集成（Computer Telecommunication Integration，CTI）是计算机与 电信技术不断融合与渗透的产物。CTI使用了当前最新的语音技术、计算机技术、 网络技术和通信技术，是计算机与通信领域中的一门非常活跃的新技术。呼叫中 心（Call Center, CC）是指以电话接入为主的呼叫响应中心，随着电信技术和计算 机技术的迅猛发展，基于CTI技术的解决方案已成为呼叫中心的主流解决方案。在 客户服务质量已成为企业竞争焦点的今天，呼叫中心作为衔接客户与企业的桥梁， 越来越受到各方面的重视。本文以绍兴广电呼叫客户服务中心系统建设的实际课题为背景，通过对广电 行业客户服务需求的详细分析，结合绍兴广电的现状、发展规划和整体需求，论 述了客户服务系统项目的设计方案、设备选型、资源规划、网络构架以及软件应 用。系统通过CTI技术，将用户交换机（Private Branch exchange，PBX）技术与计 算机技术有机地结合。系统采用了业务和交换分离的设计思想，采用三层架构的 模式，即业务交换层、业务支撑层和业务实现层，实现了数据与交换的同步，同 时又保证了数据与交换的相互独立。应用模块采用了C/S+B/S结构的程序开发方 法，提高了系统的性能、简化了客户端的要求。本论文的工作重点是运用客户服务的相关理论，结合本文作者多年从事呼叫 中心工作的经验开发符合企业使用要求的呼叫中心系统，提高客户服务的满意度。 呼叫中心作为企业与客户沟通的一个最重要的窗口，对于更有效地为客户服务、 丰富企业的营销渠道、扩大企业知名度，提高企业的整体竞争力具有十分重要的 战略意义和现实意义。因此本文的工作对今后其它项目建设有着积极的借鉴意义。关键词：呼叫中心，计算机电信集成，客户服务，交互式语音应答IABSTRACTABSTRACTComputer Telecommunication Integration is the result of computer technology and telecommunication technology infiltrating each other. By using the latest computer technology, network technology and communication technology, CTI becomes a very active application in the field of computer and telecommunication. The Call Center (CC) is a replying center that deals with the phone call from clients. With the rapid development of telecommunication technology and computer technology, the solution based on CTI has become the primary solution of CC. At present, the quality of customer service becomes the competition focus of the enterprise. Thus, as a bridge linking up customers and the enterprise, the Call Center has paid more and more attention by various fields.In this thesis, based on the construction of customer service center of the Broadcasting and Television Corporation of ShaoXing city, the design scheme, equipment, resource planning, network configuration and software application in this customer service project of the corporation are depicted in detail, as a result of the detailed analysis of the customer service demand of the Broadcasting and Television as well a