导　　师： 张彩明

学科专业： 081202

授予学位： 硕士

作　　者： ;

机构地区： 山东大学

摘　　要： 天津市高速公路客户服务系统是目前国内高速公路首次采用,客服中心的号码是960256,作为高速公路信息管理中心的一部分。在客服中心设有知识库,客服人员可通过查询知识库的内容随时解答车户提出的任何问题。随着今后话务量的增加客服中心将利用排队等待功能,同时接入60个用户,为更多的客户提供专业化、个性化、全方位的立体服务。 本次系统开发工作中,本人主要参与设计并完成互动式语音应答IVR子系统IVR/(Interactive Voice Response/),与呼叫中心支持平台CCSP /(Call Center Servic Platform/)的设计与实现工作,并对完成了对系统综合业务的需求分析工作,在需求分析工作的基础上,对模块进行了系统概要设计及系统详细设计,并完成了模块的编码及测试工作。 该系统基于J2EE技术的多层体系结构,采用了先进的HollyCRM框架进行开发,系统数据库为DB2,系统设计利用Rational Rose软件进行UML/(统一建模语言/)进行系统建模,应用服务器采用WebSphere Appliciation Server集群。在此基础上,在数据库服务器端和核心应用端构建了双机热备系统,保证业务系统的连续运行,并围绕IBM HTTP Server部署了专门的负载均衡方案,以扩展服务器带宽减缓业务高并发访问对数据库的压力。此外,整个方案还配备了SSR安全加固系统和集群管理套件,以满足系统在监控、管理方面的特殊要求,更有效地规范客户服务管理,促进天津高速可持续、健康发展。 天津高速公路客户服务管理系统采用先进的计算机技术与通讯技术研发,主要采用的技术有CTI、IVR等,通过引入这些技术,使得系统可以高效地处理用户的请求服务。系统采用了IVR技术,用户可以实现自助服务,业务办理,信息咨询等操作。通过运用CTI技术,接入客户服务中心的方式可以是电话接入、短信接入以及通过互联网访问接入等,大大加强� This article in view of the present in the society informatization process, widespread customer service system, low efficiency, poor run lead to customer satisfaction is not high, which restrict the development of service industry and other problems, combined with the Tianjin high-speed service center960256hotline and the specific circumstances of the unified national layout, research and development of Tianjin high-speed system, based on computer system, network system of Tianjin high-speed customer service system. Tianjin highway customer service management system uses the advanced computer technology and communication technology, the main use of the technology of CTI /(computer telephony integration/), IVR /(interactive voice response system/), through the introduction of these technologies, the system can efficiently handle user requests a service. The system adopts the IVR technology, the user can realize self service, business management, information consulting and other operations. Through the use of CTI technology, access to customer service center can be a way to access phone, SMS access as well as through Internet access, greatly enhanced customer service center service quality. The system is based on J2EE technology multilayer system structure, using advanced HollyCRM framework for development, system database for DB2, system design using Rational Rose software UML /(Unified Modeling Language/) for system modeling, application server using WebSphere Appliciation Server cluster. On the basis of this, the database server and the core application end construct dual hot-backup system to ensure the continuous operation of the system, business, and around the IBM HTTP Server deployment of special load balancing scheme, to expand the server bandwidth slow business highly concurrent access to database pressure. In addition, the whole scheme is also equipped with a SSR security reinforcement system and cluster management suite, in order to satisfy the system on monitoring, management of the special requ

关 键 词： 高速行业 客户服务系统

领　　域： [自动化与计算机技术] [自动化与计算机技术]