邮政呼叫中心业务支撑平台的设计与实现

发布时间：2018-03-19 22:16

本文选题：呼叫中心　切入点：IVR　出处：《山东大学》2007年硕士论文　论文类型：学位论文

【摘要】： 本文针对目前在社会信息化的过程中,广泛存在的呼叫中心效率低下,运行不畅导致客户满意程度不高,从而制约服务业发展的问题,结合上海邮政11185热线电话的具体情况和国家的统一布置,规划建设了基于邮政系统、计算机系统和Internet网络系统等的上海邮政11185呼叫中心业务支撑平台。本文从软件工程的角度全面论述了上海邮政11185呼叫中心业务支撑平台的设计和实现,包括交互式应答系统、核心支撑平台系统、软电话系统和COM组件化过程等多方面,综合协调项目人员、资金、进度等项目资源,兼顾系统功能全面性与可操作性,应用面向对象的方法开发完成了上海11185业务呼叫中心支撑平台。平台主要包括交互式应答系统、核心支撑平台系统、软电话系统等模块,并实现了软电话的COM组件化,实现了业务受理,咨询查询,邮政编码,投诉建议,票务代理,自助服务,广告服务和电话商城等,以及内部座席通讯和外拨业务。构建了基于计算机板卡的现代呼叫中心的业务支撑平台。本文的主要贡献有:一是设计了交互式语音应答系统,依据邮政用户的业务需求,通过对邮政业务的分析和分类,实现对呼叫中心系统的效率最大化;二是运用软交换技术,实现了呼叫中心座席软电话的实现;三是完成了软电话功能的COM组件化,使呼叫中心平台的座席软电话系统独立于具体业务逻辑之外,降低了系统模块间的偶合性,提高了软件的可重用性。本文基于windows2003 Server和Windows 2000/XP Professional操作系统和SQL Server 2000数据库,采用COM、C++开发技术,系统现已正式启用,目前运行正常,完整的呼叫中心系统(包括业务逻辑,CTI中间件,数据库访问等等)已获得四星级呼叫中心的认证。本文由三部分组成:首先是对呼叫中心应用的背景的分析,讨论了国内外应用现状及应采取的对策:然后对上海邮政11185呼叫中心业务支撑平台的需求进行了分析和论述,着重阐述了在现代软件工程思想指导下实施此平台建设的过程及主要工作,最后对平台部署运行后的状况和完整的呼叫中心项目的使用情况和发展状况进行了讨论。
[Abstract]:This paper aims at the problems of low efficiency and low customer satisfaction caused by the widely existing call center in the process of social informatization, which restricts the development of service industry. Combined with the specific situation of Shanghai Post 11185 hotline and the unified arrangement of our country, the service supporting platform of Shanghai Post 11185 call Center is planned and built based on postal system, computer system and Internet network system. From the point of view of software engineering, this paper discusses the design and implementation of Shanghai Post 11185 call Center business support platform, including interactive response system, core support platform system, soft telephone system and COM componentization process, etc. Integrated coordination of project personnel, funds, schedule and other project resources, taking into account the comprehensive and operational functions of the system, the support platform for Shanghai 11185 service call center is developed using object-oriented method. The platform mainly includes interactive response system. The core support platform system, soft telephone system and other modules, and realized the soft phone COM component, realized the business acceptance, the consultation inquiry, the postal code, the complaint suggestion, the ticketing agent, the self-service, the advertisement service and the telephone mall, etc. The service supporting platform of modern call center based on computer board is constructed. The main contributions of this paper are as follows: first, an interactive voice response system is designed to maximize the efficiency of the call center system through the analysis and classification of postal services according to the postal users' business requirements; the second is the use of soft switching technology. The realization of call center soft telephone is realized. Thirdly, the COM component of the soft telephone function is completed, which makes the system independent of the specific business logic, and reduces the coupling between the system modules. This paper is based on windows2003 Server, Windows 2000 / XP Professional operating system and SQL Server 2000 database, and adopts com C development technology. The complete call center system (including business logic CTI middleware, database access, etc.) has been certified as a four-star call center. This paper is composed of three parts: firstly, it analyzes the background of call center application, discusses the domestic and foreign application status and countermeasures, and then analyzes and discusses the requirement of Shanghai Post 11185 call center service support platform. The process and main work of the platform construction under the guidance of the modern software engineering idea are emphatically expounded. Finally, the status of the platform after deployment and operation and the use and development of the complete call center project are discussed.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2007
【分类号】：TN99;TP311.52

【引证文献】