一种车辆保险理赔电话回访系统的设计与实现

Design and Implementation of a Telephone Callback System for Vehicle Insurance Claim Settlement

分析了车辆保险理赔电话回访工作流程,把CTI技术引入电话自动拨号、信号音检测、定制语音播放、电话按键实时检测、数据库信息自动更新等过程,依托SQL Server建立的数据库,通过VB.NET编写工作流程控制程序,构建一套车辆保险理赔电话回访系统,以解决客户回访处理、客户满意度情况收集以及服务质量监管等问题。

To aralyze the vehicle insurance claim settlement processes of telephone callback,the authors use CTI technology to control the procedure of telephone dialing,signal tone detecting,recorded voice playing,DTMF tone detecting as well as records of database updating,The related database is created via amploying SQL Server,And Visual Basic.NET is choosed to develop a set of telephone callback system for vehicle insurance claim settlement,so as to solve those problems such as telephone callback processing,client satisfaction gathering as well as quality of service supervising.