兰州邮政11185客服中心系统的设计与实现

发布时间：2018-06-22 20:55

本文选题：11185 + 呼叫中心　；参考：《北京邮电大学》2008年硕士论文

【摘要】： 兰州邮政能否通过“11185”拨号系统实现客户服务全过程的电子化、信息化处理、及时互联互通,实现现代通信技术与邮政客户服务的完美结合,是关系到邮政企业能否将特服号作为品牌形成真正的企业核心竞争力的关键所在。该论文的研究方向就是建设一套适应本企业服务社会和管理运营实际的生产作业信息化处理系统,从而实现邮政柜台在电话平台上的延伸。作者借助先进的系统设计思想、软件技术和网络技术,进行了兰州邮政11185客服中心系统的整体规划和设计。论文针对上述关键技术进行了综述,并详细阐述了系统总体方案设计以及应用部署实现,涵盖了系统建设的全过程,并在保障系统可靠性、合理性和先进性的基础上更进一步完善了系统的安全性和便捷性,力求实现系统功效、安全和建设成本这三者之间最优的结合。兰州邮政11185客服中心系统通过实现邮政业务信息咨询、邮件跟踪查询、邮件揽收、物流配送、代理售票、邮购物品、报刊订阅、邮政储蓄电话银行、鲜花礼仪、邮政广告、电子商函、传真服务等业务的电子化运行,为商业用户提供台席服务,建立具有个性化的交互式客户服务平台,实现了邮政企业客户服务自动化、信息处理网络化和管理科学化,提高了邮政企业的服务水平,增强了企业的市场竞争力。本论文第一章引言主要描述该论文课题的研究背景以及本人的具体研究工作。第二章简要综述了兰州邮政11185客服中心系统所涉及的核心技术理论,从相关技术目前国内外的研究水平、基础理论原理以及实现方式等方面做了阐述,为以下章节关于项目方案的设计做了技术铺垫。第三章为本论文的重点章节。本章通过对兰州邮政业务需求的分析,论述了系统的整体设计方案,并对系统的应用软件设计方案进行了详细分析和阐述。第四章介绍系统的具体实现,具有一定的普遍性和推广价值。第五章对项目做了简要总结,并提出下一步需要研究解决的问题,希望能对该研究领域的应用开发有所启示。
[Abstract]:Can Lanzhou Post realize the whole process of customer service electronization, information processing, timely interconnection through "11185" dialing system, and realize the perfect combination of modern communication technology and postal customer service. It is the key to the postal enterprises to take the special service number as the brand to form the real core competitiveness of the enterprises. The research direction of this paper is to build a set of information processing system of production operation, which adapts to the service society of the enterprise and the actual management and operation of the enterprise, so as to realize the extension of the postal counter on the telephone platform. With the help of advanced system design idea, software technology and network technology, the author carried out the overall planning and design of Lanzhou Post 11185 customer Service Center system. This paper summarizes the key technologies mentioned above, and describes in detail the overall scheme design and application deployment of the system, which covers the whole process of system construction and ensures the reliability of the system. On the basis of rationality and advanced nature, the security and convenience of the system are further improved, and the optimal combination of system efficacy, safety and construction cost is achieved. Lanzhou Post 11185 customer service center system realizes postal service information consultation, mail tracking and inquiry, mail collection, logistics distribution, agent ticketing, mail order items, newspaper and newspaper subscription, postal savings telephone bank, flower etiquette, postal advertisement, The electronic operation of electronic business letter, fax service and so on, provides the desk service for the commercial user, establishes the personalized interactive customer service platform, realizes the postal enterprise customer service automation, Information processing network and scientific management improve the service level of postal enterprises and enhance the market competitiveness of enterprises. The first chapter of this paper mainly describes the research background of this paper and my specific research work. The second chapter briefly summarizes the core technology theory of Lanzhou Post 11185 customer Service Center system, from the related technology research level at home and abroad, the basic theory principle and the realization way and so on has made the elaboration. For the following sections on the design of the project to do the technical groundwork. The third chapter is the key chapter of this paper. Based on the analysis of Lanzhou postal service demand, this chapter discusses the overall design scheme of the system, and the application software design scheme of the system is analyzed and elaborated in detail. The fourth chapter introduces the realization of the system, which has a certain universality and promotion value. The fifth chapter summarizes the project briefly and puts forward the problems that need to be solved in the next step, hoping to enlighten the application and development of this research field.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2008
【分类号】：TP311.52

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