本文選題：CTI集中供熱　切入點：客戶服務(wù)　出處：《天津理工大學》2014年碩士論文　論文類型：學位論文

【摘要】：近年來，隨著社會經(jīng)濟不斷發(fā)展，集中供熱產(chǎn)業(yè)在我國得到了十足的發(fā)展。據(jù)相關(guān)資料統(tǒng)計，截止目前，我國已有360多個城市實現(xiàn)了市內(nèi)統(tǒng)一集中供熱。然而，我國大部分城市的集中供熱客服系統(tǒng)的信息化程度較低，這給供熱服務(wù)過程中的熱線實時處理、故障維修和業(yè)務(wù)統(tǒng)計等帶來了極大不便。本文在對供熱企業(yè)實際情況詳細分析的基礎(chǔ)上，提出并設(shè)計實現(xiàn)了基于CTI技術(shù)的集中供熱客服系統(tǒng)。目前該系統(tǒng)已經(jīng)在天津市南開區(qū)得到成功應(yīng)用，實際應(yīng)用表明系統(tǒng)極大地提高了客服人員的工作效率和用戶故障的維修效率，同時它也為供熱數(shù)據(jù)的維護和管理提供了很大的便利。 首先，本文在對集中供熱服務(wù)的業(yè)務(wù)流程和功能需求詳細分析的基礎(chǔ)上，提出了集中供熱客服系統(tǒng)及其結(jié)構(gòu)，，即通過Internet、Intranet、PSDN和GPRS將客服人員、維修人員、熱用戶與集中供熱信息管理服務(wù)器相連接，組建成一個完整的集中供熱客戶服務(wù)網(wǎng)絡(luò)系統(tǒng)。 然后，文中圍繞熱線實時處理、維修業(yè)務(wù)處理、業(yè)務(wù)檢索、業(yè)務(wù)統(tǒng)計和數(shù)據(jù)維護等五個方面的設(shè)計與實現(xiàn)，對集中供熱客服系統(tǒng)進行了深入細致地描述。同時還詳細介紹了基于GSM/SMS的維修業(yè)務(wù)短信服務(wù)系統(tǒng)的設(shè)計與實現(xiàn)，該系統(tǒng)在提高供熱故障維修效率上有著巨大意義。 其次，為了督察客服工作狀況以提高他們的工作效率、加強對客服通話錄音文件的管理，文中設(shè)計并實現(xiàn)了基于Socket的集中供熱客服巡查系統(tǒng)和基于Socket的集中供熱錄音匯總系統(tǒng)。 最后，論文對文中的主要內(nèi)容作了總結(jié)，并針對文中存在的問題提出了未來可能研究的方向。
[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.
【學位授予單位】：天津理工大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：TP393.09

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