【摘要】：呼叫中心是集現(xiàn)代通信手段和計(jì)算機(jī)技術(shù)于一體的綜合信息服務(wù)系統(tǒng),利用現(xiàn)有的電話系統(tǒng),為廣大企業(yè)和用戶提供全新的現(xiàn)代化服務(wù)。企業(yè)為了提供優(yōu)質(zhì)的服務(wù),需要盡可能多的處理用戶的呼叫包括投訴建議,而呼叫中心能讓企業(yè)做到以最快的速度的處理用戶的呼叫。用戶可以通企業(yè)呼叫中心的接入碼得到方便快捷的服務(wù)。 微博是一個分享實(shí)時信息的網(wǎng)絡(luò)社交平臺,作為用戶,既可瀏覽感興趣的的消息,也可以主動發(fā)布信息。隨著網(wǎng)絡(luò)的快速發(fā)展,各大網(wǎng)絡(luò)平臺都推出自己的微博平臺,但目前大多數(shù)都僅限頁面瀏覽和手機(jī)APP。本文在智能呼叫中心的基礎(chǔ)上,實(shí)現(xiàn)語音微博,增加了用戶更新微博的方式。由于語音比文字更真實(shí),更形象,可以使用戶之間加強(qiáng)了溝通和交流。 本文首先介紹了呼叫中心的歷史、微博的歷史、相關(guān)技術(shù)以及開發(fā)背景,然后明確系統(tǒng)需求,確定注冊、發(fā)布語音微博、收聽語音微博等功能模塊,并且明確各個系統(tǒng)模塊之間的數(shù)據(jù)流。之后,對整個系統(tǒng)做詳細(xì)的設(shè)計(jì),包括IVR數(shù)據(jù)流、新浪接口和各種語音文件的處理。最后用SLPL語言完成代碼編寫。 最后,針對開發(fā)完成的語音微博,制定一套各個功能模塊的測試方案,保證系統(tǒng)功能的完備性,確保系統(tǒng)能在實(shí)際應(yīng)用中良好運(yùn)行。
[Abstract]:Call center is a comprehensive information service system which integrates modern communication means and computer technology. By using the existing telephone system, the call center can provide new and modern services for the majority of enterprises and users. In order to provide high quality services, enterprises need to handle as many calls as possible, including complaints and suggestions, and call centers enable enterprises to process customer calls as quickly as possible. Users can access the access code of the enterprise call center to get convenient and fast service. Weibo is a social network platform for sharing real-time information. As a user, it can browse interesting messages or publish information actively. With the rapid development of the network, each network platform has launched its own Weibo platform, but at present, most of them are only limited to page browsing and mobile phone app. On the basis of intelligent call center, this paper implements voice Weibo and adds the way of updating Weibo. Because the voice is more real and more vivid than the text, it can strengthen the communication and communication between the users. This paper first introduces the history of call center, the history of Weibo, related technology and development background, then defines the system requirements, determines the registration, issues voice Weibo, listens to voice Weibo and other functional modules. And the data flow between each system module is clear. After that, the system is designed in detail, including IVR data flow, Sina interface and processing of various voice files. Finally, the code is written with SLPL language. Finally, according to the developed speech Weibo, a set of test scheme of each function module is established to ensure the completeness of the system function and ensure that the system can run well in practical application.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：TP393.092

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