集中供热客服系统网络平台设计与研究
发布时间:2018-03-19 19:39
本文选题:CTI集中供热 切入点:客户服务 出处:《天津理工大学》2014年硕士论文 论文类型:学位论文
【摘要】:近年来,随着社会经济不断发展,集中供热产业在我国得到了十足的发展。据相关资料统计,截止目前,我国已有360多个城市实现了市内统一集中供热。然而,我国大部分城市的集中供热客服系统的信息化程度较低,这给供热服务过程中的热线实时处理、故障维修和业务统计等带来了极大不便。本文在对供热企业实际情况详细分析的基础上,提出并设计实现了基于CTI技术的集中供热客服系统。目前该系统已经在天津市南开区得到成功应用,实际应用表明系统极大地提高了客服人员的工作效率和用户故障的维修效率,同时它也为供热数据的维护和管理提供了很大的便利。 首先,本文在对集中供热服务的业务流程和功能需求详细分析的基础上,提出了集中供热客服系统及其结构,,即通过Internet、Intranet、PSDN和GPRS将客服人员、维修人员、热用户与集中供热信息管理服务器相连接,组建成一个完整的集中供热客户服务网络系统。 然后,文中围绕热线实时处理、维修业务处理、业务检索、业务统计和数据维护等五个方面的设计与实现,对集中供热客服系统进行了深入细致地描述。同时还详细介绍了基于GSM/SMS的维修业务短信服务系统的设计与实现,该系统在提高供热故障维修效率上有着巨大意义。 其次,为了督察客服工作状况以提高他们的工作效率、加强对客服通话录音文件的管理,文中设计并实现了基于Socket的集中供热客服巡查系统和基于Socket的集中供热录音汇总系统。 最后,论文对文中的主要内容作了总结,并针对文中存在的问题提出了未来可能研究的方向。
[Abstract]:In recent years, with the continuous development of social economy, the central heating industry has been fully developed in China. According to relevant statistics, up to now, more than 360 cities in China have realized unified central heating in the city. However, In most cities of our country, the degree of informatization of the central heating customer service system is relatively low, which gives real-time processing to the hotlines in the process of heating service. Fault maintenance and business statistics have brought great inconvenience. Based on the detailed analysis of the actual situation of heating enterprises, A central heating customer service system based on CTI technology is proposed and implemented. At present, the system has been successfully applied in Nankai District of Tianjin. The practical application shows that the system greatly improves the work efficiency of customer service personnel and the maintenance efficiency of customer fault, and it also provides great convenience for the maintenance and management of heating data. First of all, based on the detailed analysis of the business process and functional requirements of central heating service, this paper puts forward the central heating customer service system and its structure, that is, customer service personnel and maintenance personnel will be provided through Internet Intranet and GPRS. The hot user is connected with the central heating information management server to form a complete central heating customer service network system. Then, the paper focuses on the design and implementation of real-time hotline processing, maintenance business processing, business retrieval, business statistics and data maintenance. This paper describes the central heating customer service system in detail, and introduces in detail the design and implementation of the short message service system of maintenance service based on GSM/SMS, which is of great significance in improving the maintenance efficiency of heating failure. Secondly, in order to supervise the working conditions of customer service in order to improve their working efficiency, and to strengthen the management of the recording documents for customer service calls, In this paper, a centralized heating customer service inspection system based on Socket and a centralized heating recording summary system based on Socket are designed and implemented. Finally, the main contents of the paper are summarized, and the possible future research directions are proposed for the existing problems in the paper.
【学位授予单位】:天津理工大学
【学位级别】:硕士
【学位授予年份】:2014
【分类号】:TP393.09
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