省级广电网络全业务客户服务支撑系统建设与应用

Construction and Application of Full Service Customer Service Support System for Provincial Radio and Television Network

全省客户服务平台主要承担客户服务的话务接续工作,通过建设集中平台,配置远程座席,实现了省级广电网络全业务的统一接入、集中部署和分散处理。同时,通过整合现有客服资源,完成了数据、管理和服务的统一。本文从建设背景、建设规划、技术创新点、建设内容及应用情况等方面较为全面地阐述了全省客户服务系统的基本情况,该系统能够提供省级广电网络全产品全业务的客户服务支撑能力。

Provincial customer service platform is mainly responsible for the continuation of customer service.By constructing a centralized platform and configuring remote agents,it has achieved unified access,centralized deployment and decentralized processing of the entire business of provincial radio and television network.At the same time,by integrating existing customer service resources,data,management and service are unified.This paper comprehensively elaborates the basic situation of provincial customer service system from the aspects of construction background,construction planning,technical innovation,construction content and application,etc.The system can provide support capabilities for all products and services of provincial radio and television network.