基于云计算的CRM呼叫子系统的分析与设计研究

发布时间：2018-04-21 07:34

本文选题：客户关系管理 + 呼叫中心　；参考：《沈阳工业大学》2013年硕士论文

【摘要】：随着经济的飞速发展，企业间的竞争日益激烈，满足客户需求，为客户提供优质满意的服务，是建立良好的客户关系的关键，同时也是企业持续发展的重中之重。现有的呼叫中心系统中，繁忙的坐席人工服务无法24小时全天候为客户提供服务，同时人工坐席的繁忙让客户无法耐心等待；而全天24小时的自助服务系统又无法为客户提供符合客户本身特点的人性化服务；同时对于企业而言，24小时的人工服务和越来越多的客户数据导致需要购买越来越多的存储设备和大量的人力资源，这些因素都已成为企业发展的绊脚石，是企业提高利润，维持继续发展的障碍。本文针对目前CRM呼叫子系统中大量数据存储、自助服务提供个性化信息查询及问题解决、客户数据信息的有效分配及客户所需信息的快速搜索等问题从三方面进行了研究。研究内容如下：（1）以传统的呼叫中心系统为基础，引进云计算技术，利用云计算技术的分布式存储及虚拟存储技术，将呼叫系统中的客户数据分布存储在虚拟的云资源池中，根据哈希函数直接定址法将数据库中的数据根据自身特点定址，通过网络存储于虚拟池中。对于客户而言，分布存储为客户搜索数据提供了便利条件，加快搜索速度；对于企业而言，分布存储为企业节省了存储资源，避免了购买存储设备及后期维护的高昂费用，减少了成本，增大的利润，同时也为整个系统提供了清晰的逻辑，避免数据的冗余和重复。（2）利用自然界中的蚁群优化搜索算法，将客户提出的需求信息提取与数据库分类符合的关键词，并根据关键词，找到与之对应的类型数据库，通过点对点的蚁群数据搜索，找到分泌信息素最多的搜索路径，也就是最符合客户需求的信息路径，就能够在最短时间内为客户搜索信息，以最快的速度为客户提供服务。（3）将研究出的基于云计算的CRM呼叫子系统应用到A银行的信用卡客户服务中心系统中，满足高消费、频刷卡客户的需要，为客户构建了一个完全自助、快速、方便、满意的呼叫中心系统，，为企业降低了成本，并建立了良好的客户关系，获取极大的客户满意度，维系了客户的忠诚度，为企业的发展奠定了更坚实的基础。
[Abstract]:With the rapid development of economy, the competition among enterprises is becoming more and more fierce. It is the key to establish a good customer relationship and the most important for the sustainable development of enterprises to meet the needs of customers and to provide high quality and satisfactory services to customers. In the existing call center system, the busy seat manual service cannot provide the service for the customer all the time 24 hours, at the same time, the manual seat busy lets the customer be unable to wait patiently; And 24 hours a day self-service system can not provide customers with their own characteristics of humanized services; At the same time, for enterprises, 24 hours of labor services and more and more customer data lead to the need to purchase more and more storage equipment and a large number of human resources. These factors have become a stumbling block to the development of enterprises, and they are also the way for enterprises to improve their profits. Maintain the obstacles to further development. In this paper, a large number of data storage in CRM call subsystem, self-service providing personalized information query and problem solving, efficient distribution of customer data information and fast searching of customer needed information are studied from three aspects. The contents of the study are as follows: Based on the traditional call center system, the cloud computing technology is introduced, and the customer data in the call system is distributed and stored in the virtual cloud resource pool by using the distributed storage and virtual storage technology of the cloud computing technology. According to the hash function method, the data in the database is addressed according to its own characteristics, and stored in the virtual pool through the network. For customers, distributed storage provides convenient conditions for customers to search for data and speeds up search. For enterprises, distributed storage saves storage resources and avoids the high cost of purchasing storage devices and later maintenance. It reduces cost, increases profit, and provides clear logic for the whole system to avoid redundancy and duplication of data. 2) using the ant colony optimization search algorithm in nature to extract the information of the customer's requirements according to the classification of the database, and to find the corresponding type database according to the keywords, and to search through the point-to-point ant colony data. Finding the most secreting pheromone search path, that is, the most suitable information path for customers, can search for information for customers in the shortest time, and provide services to customers with the fastest speed. The CRM call subsystem based on cloud computing is applied to the credit card customer service center system of Bank A to meet the needs of high-consumption, frequency-swiped customers, and build a completely self-help, fast and convenient system for customers. The satisfactory call center system reduces the cost for the enterprise, establishes the good customer relations, obtains the great customer satisfaction, maintains the customer loyalty, and lays a more solid foundation for the development of the enterprise.
【学位授予单位】：沈阳工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP3;F832.2

【参考文献】