95598运营分析支撑应用研究与分析  

Research and Analysis on Operations and Support Application of 95598

作　　者：颜拥[1] 沈皓[1] 张爽[1] 朱蕊倩 罗欣[1] 孙婉胜[1] 

机构地区：[1]国网浙江省电力公司客户服务中心,浙江杭州310014

出　　处：《能源与节能》2015年第4期53-56,共4页Energy and Energy Conservation

摘　　要：95598是全国电力系统公用客服电话,作为电力企业与用户沟通的桥梁,宗旨在于建立统一的客服体系,树立良好的企业形象,对提高企业经济效益和促进企业稳定发展有重要意义。因此,立足于95598电力客户服务系统的构架,分析该系统的发展情况及不足,提出建设集可视化指标分析、多渠道指标预警、流程化智能运营于一体的供电服务中心运营支撑平台是完善95598电力服务系统的必然选择,对具体建设意见进行了分析,对实施方案进行了探讨。95598 is the public service call of the national electric system. As the channel of the power enterprises communication with the user, the purpose of 95598 is to build a unified customer service system and set up a good corporate image. It has great significance for company to promote the beneficial efficiency and stable development. So in this paper, we analyzed the development situation and insufficient of 95598 customer service system were based on the architecture of it, then put forward that it is the inevitable choice to build a platform which comprised visual indicator analysis, index early warning with multi-channel and intelligence operations. At last, we analyzed the specific construction advices and discussed the implementation of the programs.

关 键 词：95598 运营 指标预警 可视化 流程化 

分 类 号：TP315[自动化与计算机技术—计算机软件与理论]