燃气云客服系统的架构与功能平台

Architecture and Functional Platforms of Gas Cloud Customer Service System

为了提升燃气企业的客户服务质量与效率,实现收费、抄表、安检、话务、工单管理、维修等业务的信息化,构建了燃气云客服系统。该系统的架构由应用层、服务层、数据层、网络层、感知层组成,包含云营收平台、云版智能抄表平台、移动安检平台、云版呼叫中心平台、维修外业平台等功能平台,对其中的云版智能抄表平台和云版呼叫中心平台进行阐述。实践证明,该系统能长期稳定运行,提升客服质量与效率。

In order to improve the quality and efficiency of customer service of gas enterprises,and realize the information of charging,meter reading,security check,telephone service,work order management,maintenance and other businesses,the gas cloud customer service system has been built.The architecture of this system consists of application layer,service layer,data layer,network layer,perception layer,including cloud revenue platform,cloud intelligent meter reading platform,mobile security platform,cloud call center platform,maintenance field platform and other functional platforms.The cloud intelligent meter reading platform and the cloud call center platform are described.Practice has proved that the system can operate stably for a long time and improve the quality and efficiency of customer service.