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机构地区:[1]云南电网有限责任公司普洱供电局,云南普洱665000
出 处:《科技创新与应用》2021年第30期133-136,共4页Technology Innovation and Application
摘 要:供电企业引进客户服务系统,有助于接受客户反馈意见、提升服务效率与质量,对自身的工作改进和市场竞争力地提升起到了积极作用。基于呼叫中心技术的客户服务系统,融合了IVR(交互式语音应答)、CTI(计算机电话集成)以及自动呼叫分配等核心技术,系统的响应速度更快、服务功能更多、人机交互体验更佳。文章首先介绍了呼叫中心的一些关键技术,随后结合该系统的架构,概述了客户端、管理端的设计内容;最后从CTI模块、远端座席、客服系统等方面,着重分析了该系统的功能实现路径,为供电企业优化客户服务质量提供了技术支持。The introduction of customer service system into power supply enterprises helps to accept customer feedback,improve service efficiency and quality,and play a positive role in improving their work and market competitiveness.The customer service system based on call center technology integrates core technologies such as IVR(interactive voice response),CTI(computer telephone integration)and automatic call distribution.The system has faster response speed,more service functions and better human-computer interaction experience.This paper first introduces some key technologies of the call center,then summarizes the design contents of the client and management side combined with the architecture of the system,and finally analyzes the function realization path of the system from the aspects of CTI module,remote seat,customer service system and so on,which provides technical support for power supply enterprises to optimize customer service quality.
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