Provincial-concentrated power customer service system

Abstract

The invention discloses a provincial-concentrated power customer service system, which comprises a call platform, platform integration and customer service, wherein the call platform comprises service access and platform equipment, the service access transmits received information to the platform integration based on the development of the application program interface (API) of call platform equipment through the platform equipment, and the received information is transmitted to the customer service through the platform integration; and the customer service comprises business application and system support, and provides service requests, service processing and operation management for electricity customers, power supply service processing personnel and power supply management personnel, and the customer service realizes information exchange with a power supply service management department through an enterprise service bus. The system is applied to the mode of provincial personnel centralized management, service centralized acceptance and system centralized running, has the advantages of powerful functions, a solid structure and reliable operation, and can provide more flexible and convenient service for power customers.

Description

technical field [0001] The invention relates to the technical field of customer service, in particular to a provincial centralized power customer service system. Background technique [0002] Customer service system, also known as call center system, is a comprehensive system based on computer and telephone integration (CTI), communication technology, data warehouse technology, customer relationship management technology, computer network technology, and connected with enterprise information management system. Information service system, the purpose of this system is to use various advanced communication means to provide customers with efficient, convenient and all-round services. At present, many large enterprises, especially service-oriented enterprises, have built customer service systems, such as China Telecom 1000 and China Mobile 10086 in the telecommunications field, and ICBC 95588 and China Merchants Bank 95555 in the financial field, all of which are related corpora...

AI Technical Summary

Problems solved by technology

[0005] 1. The system is deployed centered on prefectures and cities, and its construction and operation and maintenance costs are relatively high. It is difficult to support the province's large marketing management goals of centralized business, centralized management of agents, and centralized operation of the system.

[0006] 2. It is difficult to deal with the peak surge of traffic caused by the failure of the power grid, and the power supply service capability is weak

[0007] 3. The main contact channel is telephone, which cannot meet the current needs of customers for new media contact such as Web services, E-mail, SMS, and smartphone handheld communications.

[0008] 4. The system is relatively isolated and has not been effectively integrated with information systems such as marketing business, power supply production, scheduling production, and collaborative office within the power grid enterprise. The information interoperability is poor and the support ability for customer service business is not strong

[0009] 5. The customer service system is generally built around prefectures and cities. The system is small in scale, poor in reliability, and extremely lacking in operation and management functions.

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