| 河南省高速公路客服系统的建设与实践 |
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| 引用本文： | 温磊,张洋,朱俊汀.河南省高速公路客服系统的建设与实践[J].交通标准化,2010(21):94-98. |
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| 作者姓名： | 温磊 张洋 朱俊汀 |
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| 作者单位： | [1]南京邮电大学通信丁程学院,江苏南京210000 [2]长安大学电子与控制工程学院,陕西西安710064 [3]郑州大学信息工程学院,河南郑州450000 |
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| 摘 要： | 随着网络技术的迅速发展和客服系统的广泛应用,基于B/S的多层Web体系结构逐渐发展成熟起来。建设一个B/S结构、开放式、网络化、高度一致的多媒体客服系统已成为高速公路机电建设的重点。为满足客户的需求,客服中心系统需要建立一条将电话、交换机、其他通讯媒体和计算机功能集成一体,具有基于服务器的功能和桌面软件,可为客服中心座席提供访问客户信息和企业数据的便捷途径,使其能够更好地实现客户交互。
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| 关 键 词： | 客服中心 服务器 坐席 |
Construction and Practice of Expressway Client Service System in Henan Province |
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| WEN Lei,ZHANG Yang,ZHU Jun-ting.Construction and Practice of Expressway Client Service System in Henan Province[J].Communications Standardization,2010(21):94-98. |
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| Authors: | WEN Lei ZHANG Yang ZHU Jun-ting |
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| Institution: | 1.School of Telecommunications Engineering,Nanjing University of Posts and Telecommunication,Nanjing 210000,China;2.School of Electronic ＆ Control Engineering,Chang＇an University,Xi＇an 710064,China;3.School of Information Engineering,Zhengzhou University,Zhengzhou 450000,China) |
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| Abstract: | Along with the rapid development of network technology and the wide use of customer service systems,the multi-tier web architecture based on B/S is gradually developing.Constructing a multimedia client service system with B/S structure,open pattern,net work and high consistence has become the key point of expressway electrical construction.To meet customer demands,customer service center will build a convenient way which integrates phone,switches,other communications media as well as the computer,has a server-based features and desktop software,and can provide customer information and corporate data for customer service center agent to achieve better customer interactions. |
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| Keywords: | customer service center server agent |
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