活网国际企业呼叫中心系统的设计与实现

发布时间：2018-04-17 06:57

本文选题：呼叫中心 + 交互式语音应答　；参考：《电子科技大学》2014年硕士论文

【摘要】：现如今,我国从传统的农业时代逐渐向现代农业时代靠拢,从事农业经营者对信息服务方式的要求越来越高,而且需求量也渐多,地区政府以及相关服务部门也在不断加强自身的服务态度与服务意识。那么应该怎样才能更好的提高服务效率,满足从事农业经营者各方面的需求,通过调查发现,在企业中设立呼叫中心可以说是满足涉农经营者各方面需求的最好方式。呼叫中心是企业对外重要的营销与服务平台,是企业与客户之间良好的沟通纽带。良好建设与运营呼叫中心平台,可以帮助企业快速有效地树立品牌效应,以及扩大产品的市场占有份额。目前许多想要做大做强的企业面对日益激烈的市场竞争下,越来越来重视自身呼叫中心的建设。本文通过对我国呼叫中心行业深入了解,并且结合企业实际需求,根据企业建设呼叫中心的目的,对比了国内外企业建设呼叫中心的解决方案,最终选择语音板卡的呼叫中心解决方案,并且实现了业务报表统计、留言、传真文件的管理、传真文件的查询、自动收发传真、通话录音、自动应答与人工应答相结合以及自动呼叫分配等功能。该系统面向全省人群,为其提供农业服务及农业信息咨询平台。固话用户通过PSTN公网、手机用户通过GSM网连接96999至语音服务器。系统涉及数据库、自动语音提示、文本转语音、呼叫数据集成、呼叫处理、语音接入和智能路由等多种比较先进的网络技术。系统也时常将人当做传输媒介,根据电话另一端的客户提出的要求进行服务,把机器系统作为主体,人工服务座席为客体,扫清语音系统的空间限制以及时间限制,面向群众提供全天候二十四小时服务。在使用呼叫中心系统之后,不但满足了不同用户的服务需求,还快速的响应了用户的服务请求,提高了服务的整体响应率,如此一来,不仅能够最大程度的降低了服务成本,还大力提高了服务效率,使更多用户在对服务提出请求后能够快速得到响应。譬如说:客户在对投诉率、满意度、接听时长、接通率以及平均通话时长等问题都得到了明显的改善。
[Abstract]:Nowadays, our country is gradually moving from the traditional agricultural era to the modern agricultural era. The requirements of agricultural operators for information service methods are becoming higher and higher, and the demand is also increasing.Regional governments and related service departments are also constantly strengthening their service attitude and service awareness.Then how to better improve the service efficiency to meet the needs of agricultural operators in all aspects of the survey found that the establishment of call centers in enterprises can be said to be the best way to meet the needs of all aspects of agricultural operators.Call center is an important marketing and service platform for enterprises and a good communication link between enterprises and customers.Good construction and operation of call center platform can help enterprises establish brand effect quickly and effectively, and expand market share of products.At present, many enterprises that want to be bigger and stronger pay more and more attention to the construction of their call center in the face of increasingly fierce market competition.Based on the deep understanding of China's call center industry and the actual needs of enterprises, according to the purpose of enterprise building call center, this paper compares the solutions of domestic and foreign enterprises to build call center.Finally select the voice card call center solution, and achieve business report statistics, message, fax file management, fax file query, automatic fax, call recording,Automatic response and manual response combined with automatic call allocation and other functions.The system provides agricultural service and agricultural information consultation platform for the whole province.Fixed-line users through the PSTN public network, mobile phone users through the GSM network to connect to 96999 voice server.The system involves many advanced network technologies, such as database, automatic voice prompt, text to voice, call data integration, call processing, voice access and intelligent routing.The system also often uses people as transmission media, serves according to the request of customers on the other end of the telephone, takes the machine system as the main body and the artificial service seat as the object, and clears the space and time limits of the voice system.Provide 24 hours a day service to the masses.After using the call center system, not only the service demand of different users is satisfied, but also the service request of the user is responded quickly, and the overall response rate of the service is improved. Thus, not only can the service cost be minimized, but also the service cost can be greatly reduced.It also greatly improves service efficiency and enables more users to respond quickly to requests for services.For example, there are significant improvements in customer complaints, satisfaction, response time, throughput, and average call time.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TN99

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