基于CTI技术的供水服务热线系统的研究

Hotline system of water supply service by CTI technology

蚌埠中环水务有限公司供水服务热线系统采用计算机电话集成(CTI)技术和计算机网络技术,使用统一对外服务电话就能享受查询、咨询、报修、投诉等多方面的服务。该系统将平台作为一个整体,用户只需一个电话就能享受到优质的服务。系统完整的业务功能接近水司实际情况,不仅可为广大市民提供优质的服务,提高用户满意度,还能更加完善企业内部的管理,提升企业的品牌形象。

By adopting computer telephone integration （CTI） technology and computer network technology of hotline system of water supply service in General Water of China （Bengbu） Co., Ltd., the services of inquiry, consultation, maintenance and complaint were obtained by uniform external service telephone. The system took platform as a whole, which could get high quality service by a telephone. The complete business functions of the system were close to the actual condition in waterworks. It could not only provide superior service and improve satisfaction for citizens, but also further improve internal management and brand image in enterprise.