青海省电力公司95598客户服务系统的开发应用

Development and Application of 95598 Costumer Service and Electric Power Charge Fill-up System

"95598"电力客户服务系统是集计算机技术、通信技术、网络技术、计算机电话集成(CTI)技术、自动呼叫分配(ACD)技术、交互式语音应答(IVR)技术以及数据库技术为一体的网络化综合业务服务平台。系统通过人工服务和自动服务的方式,利用电话、传真、短信等多种手段,为客户提供信息查询、业务受理、故障报修以及投诉举报等一体化的服务,是电力公司营销现代化重点项目之一,为电力客户提供快捷、丰富、优质的闭环服务。文章介绍了青海省电力公司95598客户服务及电费充值卡系统的主要技术特点及其实现功能,经过实地运行,取得了良好的服务效益和经济效益。

95598 costumer service and electric power charge fill - up system is a networking integral operating and service platform forming by computer technology, communication and network technology, computer- telephone integration technology, automatic calling distribution technology, interactive voice responding technology and database technology, the system provides complex service of information query, service accepting, fault notification through manual and automatic mode, and using telephone, fax and SMS, it＇ s one of important project of electric power corporation＇ s modern marketing, and provides fast, abundant, and qualified closed - loop service. The paper introduces the primary character and function of 95598 costumer service and electric power charge fill - up system of Qinghai Electric Power Corporation, and the system obtained favorable service and economic benefit after practical operation.