电力信息通信客户服务支撑系统研究  

Research on Power Information and Communication Customer Service Support System

作　　者：施健[1] 巢玉坚[1] 刘军[1] 

机构地区：[1]国网电力科学研究院/南京南瑞集团公司,江苏南京210003

出　　处：《电力信息化》2013年第6期36-40,共5页Electric Power Information Technology

摘　　要：为适应电力客户对信息通信专业的新要求,通过信息通信客户服务中心的建设,以客户服务支撑系统为核心,整合信息通信专业的各种资源,可进一步提高信息通信专业的服务质量和服务水平。文章针对当前的信息通信融合发展现状,提出了一套适用于电力企业的信息通信客户服务支撑系统,分析了系统的总体架构与业务功能,并对运维支撑系统建设的配套措施进行了探讨。文章的内容对于省级集中信息通信客户服务中心的建设具有一定的参考与借鉴作用。In order to meet new demands of the information and communication service from power customers, the construction of the information and communication customer service center that takes the customer service support system as a core and integrates various resources of information and communication will be helpful to improve its service quality and service level. According to the situations of the integration development of information and communication, this paper proposes an information and communication customer service support system applicable to the power enterprises, analyzes its system architecture and business functions, and discusses the supporting measures for the construction of the operation and maintenance support system. The system provides a reference for the construction of the provincial centralized information and communication customer service center.

关 键 词：客户服务支撑系统 客户服务中心 信息通信 运维支撑系统 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]