福建电网电力市场交易问询答复及投诉受理系统

Inquiries Answering and Complaints Dealing System of Fujian Power Grid Market Transactions

介绍了福建电网电力市场交易问询答复及投诉受理系统的设计目标、技术线路、系统构架以及系统功能。该系统采用计算机网络技术、自动呼叫分配(ACD)技术、计算机电话集成(CTI)技术、交互式语音应答(IVR)技术,紧密结合自动语音交互、人工服务和信息反馈处理,实现了交易中心与客户的交互,以提供满足电源客户的诉求服务。

This paper introducs the design target,technology line,system structure and system functions of Inquiries Answering and Complaints Dealing System of Fujian Power Grid Market Transactions.It uses advanced computer network technology,automatic call distribution(ACD) technology,computer phone integration(CTI) technology,interactive voice response(IVR) technology,combined with automatic speech interactive,artificial service and information feedback processing,realizing trade center and customer interaction to meet the appeal service of power customer.