基于IP通信技术的客户维系呼叫中心系统研究与设计

发布时间：2018-03-20 18:54

本文选题：VOIP　切入点：外呼中心　出处：《燕山大学》2016年硕士论文　论文类型：学位论文

【摘要】：客户维系呼叫中心系统采用了国际目前最先进的第五代呼叫中心系统——IP呼叫中心的方案,顺应当前4G网络发展的趋势。它具有多媒体输入输出、多系统对接管理、多线程输送、纯软件信号处理和低成本的特性,整个平台已经完全覆盖了群呼器、自动语音应答、业务订购、CTI、IVR、报表统计、传真、短信、录音和留言的全部功能。本文首先研究和分析了呼叫中心外呼营销系统的关键技术,其次重点阐述了电信行业客户维系管理的目标及意义,结合实际操作,介绍了管理系统构成的两大模块。再次,按照秦皇岛电信客户服务中心的需求进行了具体的外叫中心系统的需求分析。其中分别介绍了呼叫中心系统的非功能性需求,从呼叫中心的性能上分析需要实现的指标。最后,针对外呼中心系统的需求,对设计及实现功能进行了详细的分析,实现了外呼中心系统业务管理平台的模块架构,包括外呼中心系统业务管理平台的关键技术和外呼中心系统服务器的关键技术。本文通过对传统呼叫中心系统架构的剖析,并在分析技术的基础上,建立了基于DX-CC3000集群呼叫系统的分布式呼叫中心平台架构,设计和实现了一套整体的客户维系呼叫中心分析系统,包括系统硬件组成,数据库设计,软件界面设计等,将研宄成果进行实用化转化;解决了外呼接入及受理受限、传统呼叫中心只能人工接入及线下受理的不足,将呼叫中心发展成为企业的集约化运营中心,为电信企业带来了良好的口碑和线上经济效益。
[Abstract]:The customer maintenance call center system adopts the fifth generation call center system, which is the most advanced call center system in the world, and conforms to the trend of 4G network development. It has multimedia input and output, multi-system docking management, multi-thread transmission. Pure software signal processing and low cost features, the whole platform has completely covered group call, automatic voice response, business order CTI / IVR, report statistics, fax, short message, This paper first studies and analyzes the key technology of the call marketing system outside the call center, and then expounds the goal and significance of customer maintenance and management in telecommunication industry, combined with the actual operation. This paper introduces two modules of the management system. Thirdly, according to the requirement of Qinhuangdao Telecom customer Service Center, the requirement analysis of the external call center system is carried out, in which the non-functional requirements of the call center system are introduced respectively. Finally, according to the demand of the external call center system, the design and implementation function are analyzed in detail, and the module architecture of the service management platform of the external call center system is realized. This paper analyzes the architecture of the traditional call center system, and based on the analysis technology, it includes the key technology of the external call center system service management platform and the key technology of the external call center system server. The architecture of distributed call center platform based on DX-CC3000 cluster call system is established, and a set of customer maintenance call center analysis system is designed and implemented, including system hardware composition, database design, software interface design and so on. The practical transformation of the research results solves the limitation of external call access and reception, the traditional call center can only be manually accessed and offline acceptance, and the call center is developed into the intensive operation center of the enterprise. For telecommunications enterprises to bring good reputation and online economic benefits.
【学位授予单位】：燕山大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TN99

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