【作者】 王俊；

【导师】 廖勇； 韩洋；

【作者基本信息】 电子科技大学 ， 软件工程（专业学位）， 2014， 硕士

【摘要】 现如今,我国从传统的农业时代逐渐向现代农业时代靠拢,从事农业经营者对信息服务方式的要求越来越高,而且需求量也渐多,地区政府以及相关服务部门也在不断加强自身的服务态度与服务意识。那么应该怎样才能更好的提高服务效率,满足从事农业经营者各方面的需求,通过调查发现,在企业中设立呼叫中心可以说是满足涉农经营者各方面需求的最好方式。呼叫中心是企业对外重要的营销与服务平台,是企业与客户之间良好的沟通纽带。良好建设与运营呼叫中心平台,可以帮助企业快速有效地树立品牌效应,以及扩大产品的市场占有份额。目前许多想要做大做强的企业面对日益激烈的市场竞争下,越来越来重视自身呼叫中心的建设。本文通过对我国呼叫中心行业深入了解,并且结合企业实际需求,根据企业建设呼叫中心的目的,对比了国内外企业建设呼叫中心的解决方案,最终选择语音板卡的呼叫中心解决方案,并且实现了业务报表统计、留言、传真文件的管理、传真文件的查询、自动收发传真、通话录音、自动应答与人工应答相结合以及自动呼叫分配等功能。该系统面向全省人群,为其提供农业服务及农业信息咨询平台。固话用户通过PSTN公网、手机用户通过GSM网连接96999至语音服务器。系统涉及数据库、自动语音提示、文本转语音、呼叫数据集成、呼叫处理、语音接入和智能路由等多种比较先进的网络技术。系统也时常将人当做传输媒介,根据电话另一端的客户提出的要求进行服务,把机器系统作为主体,人工服务座席为客体,扫清语音系统的空间限制以及时间限制,面向群众提供全天候二十四小时服务。在使用呼叫中心系统之后,不但满足了不同用户的服务需求,还快速的响应了用户的服务请求,提高了服务的整体响应率,如此一来,不仅能够最大程度的降低了服务成本,还大力提高了服务效率,使更多用户在对服务提出请求后能够快速得到响应。譬如说:客户在对投诉率、满意度、接听时长、接通率以及平均通话时长等问题都得到了明显的改善。更多还原

【Abstract】 Now our country is gradually transitting from the traditional agriculture to the modern agriculture. Operators engaged in agriculture have an increasingly high demand for information services way, but also an increasing demand for the quantity of the information. Local governments and related service sectors are also expanding their service attitude and sense of service. So how to improve service efficiency in agriculture to meet the various needs of the operators is a big question. Through the investigation, it is found that the establishment of call centers in the enterprise could be the best way to meet the needs of all aspects of agriculture-related business operators.Through analysis and comparison of our current construction of the more common call center solutions. and combining development projects of the call center for international research and as well as related information, we ultimately determine the voice board solutions to achieve business statistics, voice mail, fax document management, fax file search, automatic faxing, call recording, auto attendant answering combined with manual and automatic call distribution and other functions. The system is for the province’s population, to provide agricultural services and agricultural information consulting platform. Public network via the PSTN fixed-line users, mobile phone users via the GSM network to connect to the voice server 96999. System involves a database, automated voice prompts, text-to-speech, call data integration, call processing, voice SQLsever and intelligent routing and other more advanced networking technologies. Systems also often treat the human as the transmission medium, provides the service according to requests of the customers in other end of the telephone. Make the machine system as the main body, manual service agent the object, clear voice systems space limitations and the time limit for the masses to provide weather 24 four hours service.When using call center system, it is not only meet the service needs of different users, but also the response of the user’s service request, so as to improve the overall response rate of the server. In this way, it is not only reduce of service costs to the maximum degree, but also vigorously improve service efficiency, allowing more users in a request to the server can quickly get a response. For example: the customers’ complaints have been significantly improved about the rate of complaints, satisfaction, length of the answer time, connection rate and the average call duration and other issues.更多还原