查詢結果分析
來源資料
頁籤選單縮合
題名 | 市內電話網路櫃檯服務系統設計=The Design of Web-based Counter of Customer Contact System for CHT PSTN Customers |
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作者 | 朱邦弘; 王湘媚; 范麗今; 周棟祥; 楊珮伶; 葉丁源; 羅文亨; 簡志誠; | 書刊名 | 電信研究 |
卷期 | 33:4 2003.08[民92.08] |
頁次 | 頁561-572 |
分類號 | 448.6 |
關鍵詞 | 市內電話; 網際網路; 網路櫃檯; 客戶服務; 網路語音; Public switched telephone network; PSTN; Internet; Web-based counter; Customer services; Voice over IP; VoIP; |
語文 | 中文(Chinese) |
中文摘要 | 「市內電話網路櫃檯服務系統」為「中華電信網路e服務櫃檯系統」之一部份,負責針對市內電話網路(PSTN)裝、拆、移、異等各項業務,提供客戶上網DIY申請、查詢、線上即時傳送後端處理的機制。在企業內部網路上亦建置了一「網路櫃檯管理子系統」,提供客服中心維運人員,瞭解網路櫃檯上網人次、各項受理件數等多方面之統計資訊,隨時掌握系統整體之運作以及服務客戶之績效。本系統採用先進的開發工具與技術,克服了前端分散式資訊系統建設以及後端既有系統介接等種種困難,建立了一個完整的網際網路受理、處理及資料查詢的客服環境。不但讓客戶獲得全面且即時的網路服務,也降低了客服中心的話務量及人力作業成本,提高公司固網業務的整體形象與競爭力。 |
英文摘要 | We have developed the Web-based Counter of Customer Contact System for CHT PSTN customers. By providing service ordering, telephone line switching, service plan altering and personal data updating, the system allows customers to have the do-it-yourself services via the Internet. The system will automatically send those requirements submitted by customers to the backend legacy systems and complete them directly and instantaneously. For the purpose of system management, the Management Sub-system that runs on the intranet was also built. The management and operation staffs can use the Management Sub-system to monitor the system performance and usage by viewing the statistical reports about the clicked times of web pages and the amount of serviced cases. We have overcome many difficulties both in setting up the front-end distributed web-based system and in connecting to backend legacy systems by using the advanced tools and information techniques. This system can offer customers a lot of real-time internet services, reduce the cost of call center operation, and further lift the image and competence of our company. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。