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題名 | ADSL網路櫃檯服務系統設計=The Design of CHT e Counter Service System for ADSL Customers |
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作者 | 王湘媚; 洪德城; 范麗今; 周棟祥; 楊珮伶; 柯得光; 葉丁源; 羅文亨; 簡志誠; 蔡劍鋒; Wang, Hsiang-Mei; Horng, Der-Cheng; Fan, Li-Chin; Chou, Tung-Hsiang; Yang, Pei-Ling; Ko, Te-Kuaung; Yeh, Ting-Yuan; Luo, Wen-Hen; Chien, Chih-Cheng; Tsai, Jain Feng; |
期刊 | 電信研究 |
出版日期 | 20070400 |
卷期 | 37:2 2007.04[民96.04] |
頁次 | 頁185-197 |
分類號 | 448.6 |
語文 | chi |
關鍵詞 | 非對稱式數位用戶迴路; 網路櫃檯服務系統; 客戶服務系統; 企業對客戶服務; 企業間商業服務; 商業流程; ADSL; E counter service system; Customer service system; B2C services; B2B services; Business process; |
中文摘要 | 「ADSL網路櫃檯服務系統」為「中華電信網路櫃檯」之一環,其針對ADSL申裝、異動、查詢及線上即時傳送後端處理的機制。除提供一般客戶B2C服務外,「ADSL網路櫃檯服務系統」也提供包括策略聯盟廠商B2B服務,以及ADSL全員行銷之員工代客受理服務。ADSL為整合市話及數據之套裝服務,也包含CPE、其他ISP等設定需求,服務邏輯與介接系統,均甚為複雜,本系統克服後端既有系統介接等種種困難,整合成一套完整且方便的網際網路受理、處理及查詢的客服環境。不但讓客戶獲得全面且即時的服務,也降低了客服中心的話務量及人力作業成本,提高公司ADSL業務的整體服務效率與競爭力。 |
英文摘要 | ADSL e-Counter Service System is a part of Chunghwa Telecom (CHT) e-Counter. In that system, the functions of ADSL application/installation, variation and other processes can provide online DIY application, inquiry and instant online transmission to back-end mechanism for customers. In addition to provide the B2C service for the public, this system also offers the B2C service of strategic alliance companies and ADSL entertainment service to CHT staff who puts or be on sale. In the same way, the system covers the complexity of CPE, other ISPs configuration, service logic and connection interfaces for legacy systems in order to integrate into the service of local phone and Internet together. It is able to simplify such complexity and overcome various difficulties of the existing back-end system for a complete and convenient online customer service environment. It not only offers instant online service to customers, but also reduces the cost of Call Center operations. Thus it improves the overall service efficiency and competition of ADSL businesses. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。