吉化电信客户服务中心系统开发与研究-计算机科学与技术专业论文.docxVIP

摘要随着经济改革的发展和深化，电信市场面l临着前所未有的激烈竞争，传 摘要 随着经济改革的发展和深化，电信市场面l临着前所未有的激烈竞争，传 统的业务和经营方式已经不能适应市场和客户的需求。电信企业要求转变经 营思想，树立以客户为中心的观念，迫切需要计算机技术在客户服务方面的 应用。 吉化电信客户服务中心系统根掘用户的需求，为了达到客户管理的全 面、优质、高性价比的综合系统要求，同明充分考虑用户未来发展的扩容计 划，系统采用了客户／代理，服务器体系结构。客户端和代理程序使用C+十 Builder作为开发工具，服务器端采用Windows NT操作系统，运行SQL Server 数据库管理系统和代理程序。该系统试运行取得了良好的效果，实现了将传 统的手工数据传递向计算机网络传递信息的飞跃，实现了数据共享，提高了 服务质量和工作效率。 本文阐述了基于客户／代理／服务器计算模式的吉化电信客户服务中心系 统的了千发策略，并详细讨论了其所有子系统的分析、设计和实现。最后，对 吉化电信客户中心系统作以展望。该系统在吉化通信公司试运行取褥了良好 的效果。 关键词：客户／代理朋艮务器、数据库、吉化电信客户服务中心系统。 AbstractWith Abstract With the development and deepening of economy reform，the market of telecommunication faces unprecedented and keen competition．Traditional operation and managing mode have not adapted the requirement of market and clients．The telegraphic corporation should change managing tune，build up the idea that puts clients into center．It deeply needs wide use ofcomputer technology on the customer service According to user’s requirements，which meets folly,perfect，high performance and lower price and the consideration ofextendable ability for the future，the customer service center system of JiHua telecommunication used Client／Proxy／Server computing mode according to user’s requirements．Client terminal and Proxy program was used C++Builder developing software Server terminal was used SQL Server database management system and proxy program by Windows NT operation system The system has achieved favorable effect in test run．Firstly,the system accomplished a leap from conventional handwork transmitting data to computer network transmitting information．Secondly,it accomplished data shared and raised service quality and work efficiency This paper elaborates the development strategy of the customer service center system ofJiHua telecommunication based Oil the Client／Proxy／Server computing model，and discuss the analysis，design and implementation of its subsystem in detail．In the end，the author prospects the future of the system．Now,the system runs well at JiHua tele