本文選題：呼叫中心　切入點：IVR　出處：《山東大學》2007年碩士論文　論文類型：學位論文

【摘要】： 本文針對目前在社會信息化的過程中,廣泛存在的呼叫中心效率低下,運行不暢導致客戶滿意程度不高,從而制約服務業(yè)發(fā)展的問題,結合上海郵政11185熱線電話的具體情況和國家的統(tǒng)一布置,規(guī)劃建設了基于郵政系統(tǒng)、計算機系統(tǒng)和Internet網(wǎng)絡系統(tǒng)等的上海郵政11185呼叫中心業(yè)務支撐平臺。 本文從軟件工程的角度全面論述了上海郵政11185呼叫中心業(yè)務支撐平臺的設計和實現(xiàn),包括交互式應答系統(tǒng)、核心支撐平臺系統(tǒng)、軟電話系統(tǒng)和COM組件化過程等多方面,綜合協(xié)調項目人員、資金、進度等項目資源,兼顧系統(tǒng)功能全面性與可操作性,應用面向對象的方法開發(fā)完成了上海11185業(yè)務呼叫中心支撐平臺。平臺主要包括交互式應答系統(tǒng)、核心支撐平臺系統(tǒng)、軟電話系統(tǒng)等模塊,并實現(xiàn)了軟電話的COM組件化,實現(xiàn)了業(yè)務受理,咨詢查詢,郵政編碼,投訴建議,票務代理,自助服務,廣告服務和電話商城等,以及內部座席通訊和外撥業(yè)務。構建了基于計算機板卡的現(xiàn)代呼叫中心的業(yè)務支撐平臺。 本文的主要貢獻有:一是設計了交互式語音應答系統(tǒng),依據(jù)郵政用戶的業(yè)務需求,通過對郵政業(yè)務的分析和分類,實現(xiàn)對呼叫中心系統(tǒng)的效率最大化;二是運用軟交換技術,實現(xiàn)了呼叫中心座席軟電話的實現(xiàn);三是完成了軟電話功能的COM組件化,使呼叫中心平臺的座席軟電話系統(tǒng)獨立于具體業(yè)務邏輯之外,降低了系統(tǒng)模塊間的偶合性,提高了軟件的可重用性。本文基于windows2003 Server和Windows 2000/XP Professional操作系統(tǒng)和SQL Server 2000數(shù)據(jù)庫,采用COM、C++開發(fā)技術,系統(tǒng)現(xiàn)已正式啟用,目前運行正常,完整的呼叫中心系統(tǒng)(包括業(yè)務邏輯,CTI中間件,數(shù)據(jù)庫訪問等等)已獲得四星級呼叫中心的認證。 本文由三部分組成:首先是對呼叫中心應用的背景的分析,討論了國內外應用現(xiàn)狀及應采取的對策:然后對上海郵政11185呼叫中心業(yè)務支撐平臺的需求進行了分析和論述,著重闡述了在現(xiàn)代軟件工程思想指導下實施此平臺建設的過程及主要工作,最后對平臺部署運行后的狀況和完整的呼叫中心項目的使用情況和發(fā)展狀況進行了討論。
[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.
【學位授予單位】：山東大學
【學位級別】：碩士
【學位授予年份】：2007
【分類號】：TN99;TP311.52

【引證文獻】

相關碩士學位論文 前1條

1 吳佳;IP呼叫中心系統(tǒng)的研究與構建[D];南昌大學;2008年

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本文編號：1636206