本文選題：分布式　切入點(diǎn)：IP技術(shù)　出處：《復(fù)旦大學(xué)》2008年碩士論文

【摘要】： 呼叫中心(Call Center),又稱客戶服務(wù)中心或信息聯(lián)絡(luò)中心,是指綜合利用先進(jìn)的通信及計(jì)算機(jī)技術(shù)(CTI),對(duì)信息和物流進(jìn)行優(yōu)化處理,集中實(shí)現(xiàn)溝通、服務(wù)和生產(chǎn)指揮的系統(tǒng)。它的出現(xiàn)改變了傳統(tǒng)的商業(yè)模式。它使客戶服務(wù)突破了時(shí)間、空間的限制,顯著的提高了工作效率。尤其是在金融行業(yè),它極大的促進(jìn)了業(yè)務(wù)的開(kāi)展。 呼叫中心技術(shù)橫跨計(jì)算機(jī)和通信兩大技術(shù)領(lǐng)域,這兩大領(lǐng)域在21世紀(jì)的高速發(fā)展極大的影響到與其發(fā)展密切相關(guān)的呼叫中心產(chǎn)業(yè)的發(fā)展,涌現(xiàn)出了很多新的技術(shù)和應(yīng)用。尤其隨著通信帶寬的不斷提高和×86服務(wù)器的運(yùn)算能力的提高,軟交換技術(shù)從前沿走向了成熟,新一代的分布式呼叫中心呼之欲出。 項(xiàng)目方作為一家全國(guó)性的股份制金融服務(wù)機(jī)構(gòu),面對(duì)入世以后的金融業(yè)的全面開(kāi)放,客戶服務(wù)越發(fā)顯得重要。為了提高公司客戶服務(wù)質(zhì)量,需要建設(shè)一套具有一定技術(shù)前瞻性的、并具備較大擴(kuò)展能力的新一代呼叫中心系統(tǒng)。 在系統(tǒng)詳細(xì)設(shè)計(jì)過(guò)程,考察了業(yè)界最新的呼叫中心技術(shù)后,選用了成熟的技術(shù)成品,并結(jié)合公司實(shí)際業(yè)務(wù)需求,設(shè)計(jì)了一套分布式的、多渠道接入的呼叫中心系統(tǒng)。其中的關(guān)鍵就是利用了分布式呼叫中心技術(shù),和統(tǒng)一后臺(tái)業(yè)務(wù)系統(tǒng)技術(shù)。分布式呼叫中心用來(lái)保證當(dāng)出現(xiàn)極端惡劣的情況(諸如地震、流行疾病等),都能夠?qū)ν馓峁┓⻊?wù)。統(tǒng)一后臺(tái)系統(tǒng)的含義就是分布式呼叫中心系統(tǒng)中的所有節(jié)點(diǎn)都通過(guò)前置機(jī)調(diào)用統(tǒng)一的后臺(tái)業(yè)務(wù)系統(tǒng),并且能夠在兩個(gè)互備的、雙活的后臺(tái)業(yè)務(wù)系統(tǒng)之間靈活切換。這樣就能夠保證客戶被統(tǒng)一路由不同呼叫中心節(jié)點(diǎn)的時(shí)候能夠獲得相同的業(yè)務(wù)受理。 系統(tǒng)建成后,整個(gè)呼叫中心的峰值處理能力得到了較大的提高,系統(tǒng)可用率保持在99.9%以上、人工服務(wù)水平超過(guò)90%,在金融行業(yè)處于領(lǐng)先水平,客戶滿意率也保持在95%上,客戶投訴率不超過(guò)0.1%。
[Abstract]:Call Center, also known as customer Service Center or Information Liaison Center, refers to the comprehensive use of advanced communications and computer technology to optimize the processing of information and logistics, and to centralize communication. Service and production command system. Its emergence has changed the traditional business model. It makes customer service break through the limitation of time and space, and significantly improve work efficiency. Especially in the financial industry, it greatly promotes the development of business. Call center technology straddles two major technical fields of computer and communication. The rapid development of these two fields in the 21st century has greatly affected the development of call center industry, which is closely related to the development of call center industry. Many new technologies and applications have emerged, especially with the continuous improvement of communication bandwidth and the improvement of the computing power of the 脳 86 server, the softswitch technology has moved from the frontier to maturity, and a new generation of distributed call center is coming out. As a national joint-stock financial service institution, customer service becomes more and more important in order to improve the quality of customer service in order to improve the quality of customer service. It is necessary to build a new generation call center system with some technical foresight and large expansibility. In the detailed design process of the system, after reviewing the latest call center technology in the industry, the mature technical products are selected, and a set of distributed system is designed in combination with the actual business requirements of the company. Multi-channel access call center system. The key is the use of distributed call center technology, and unified back-end service system technology. Distributed call center is used to ensure that in the event of extreme bad conditions (such as earthquakes, The meaning of a unified back-end system is that all nodes in a distributed call center system are able to call the unified back-end business system through a front-end machine, and can be prepared between the two systems. Flexible switching between two live back-end service systems can ensure that customers can receive the same service when they are uniformly routed to different call center nodes. After the completion of the system, the peak processing capacity of the whole call center has been greatly improved. The system availability rate remains above 99.9%, the level of manual service exceeds 90%, and the financial industry is in the leading level, and the customer satisfaction rate is maintained at 95%. Customer complaint rate is not more than 0.1%.
【學(xué)位授予單位】：復(fù)旦大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2008
【分類號(hào)】：TN99

【引證文獻(xiàn)】

相關(guān)期刊論文 前1條

1 李朋育;李先進(jìn);方然;張國(guó)平;張伯駒;;基于融合技術(shù)的新一代聯(lián)絡(luò)中心的研究與設(shè)計(jì)[J];計(jì)算機(jī)技術(shù)與發(fā)展;2012年09期

相關(guān)碩士學(xué)位論文 前3條

1 常鵬;基于Asterisk的托管呼叫中心的服務(wù)端子系統(tǒng)設(shè)計(jì)與實(shí)現(xiàn)[D];哈爾濱工業(yè)大學(xué);2010年

2 張楠;天津“12365”投訴舉報(bào)指揮系統(tǒng)[D];天津大學(xué);2010年

3 唐頤潔;紅木家具企業(yè)電子商務(wù)平臺(tái)的策劃與構(gòu)建[D];南京林業(yè)大學(xué);2012年

，

本文編號(hào)：1678565