电力信息客服呼叫中心系统的设计与实现-电子与通信工程专业论文.docx

ABSTRACT The company information level which goes toward networking, systemized, and centralized has undergone a qualitative leap because of the development of “SG186” in information construction and various business system application, which makes the high reliability and security come true. So the traditional information management system cannot meet the needs of the current informational maintenance work. According to the actual situation of Tianjin company, information customer service call center system of Tianjin electric power company who is aimed to improve maintenance work level is established, which also offers a safe, continuous, reliable, and efficient guarantee to operation. This thesis investigates the design and implementation of information customer service call center system of Tianjin electric power company. At first, it introduces the current application situation of the call center market in China, as well as the development and the tendency in the future comprehensively. What’s more, it briefly analyzes the scale of the system construction, key technology, the construction principle, service mode, and other demands. Accordingly, realizing the call center system based on taking customer service as a core, a useful plan of information customer service call center is brought about regarding the system construction mode, technical scheme, general structure, software, hardware and the design of the function. Designing and accomplishing the information and communication customer system in enterprise and taking the call center as the center, this design highlights the advantages of the system and implementation of business functions. The program, which has already been implemented and realized all the functions of the system in practice, proves its validity and feasibility, improves the company’s high-quality service level, upgrades company’s image and brings economic benefits for enterprises as well. KEY WORDS：call center, customer service, CTI 目 录