Dissertation
Dissertation > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications

Design and Implementation of the Power Integrated Voice Service System Based on CTI

Author DanSongHui
Tutor ChenZuoPeng;WenTieMin
School Shanghai Jiaotong University
Course Software Engineering
Keywords Power call center Voice service system CTI Voice card Multithread
CLC TN99
Type Master's thesis
Year 2011
Downloads 38
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Voice Service System is an integrated information service system based on CTI (Computer Telephony Integration) technology, which makes the best use of the multiple functions of the communication network and computer network, and provides multiple services to consumers by being a part of enterprises。At present, Voice Service System has been widely applied in many fields, such as telecom, banks, aviation, railway, shipping, insurance, shares, real estate, and tourism。With the continuous improvement in degree of informization , the customers desire higher and higher quality of services provided by electric power enterprises has been being higher and higher。The power companies should be able to accurately master the requirements of customers and make responses as soon as possible in order to keep leading position in power industry。Obviously, the conventional operational modes and service means can not satisfy the requirements of customers any more and will finally be replaced by modern customer service technologies。Consequently, it is an important project researching on how to reduce the cost of services and improve the quality of services in order to reduce the price and promote better development of the companies in other industries?Therefore, the power companies need to establish a voice service system based on the modern computer technology and communication ways to provide convenient, fast, efficient, and reliable voice service to customers via network。As a result, the customers’requirements will be maximally satisfied and the clos-loop management of customers will be achieved。The power voice call centers were established earlier and better functioning in other countries than those in China。At present, there are already some call centers applied in power industry in our country, but most of them are applied in large power enterprises, and few of them applied in county-level power enterprises。Meanwhile, the immature technique, non-fully developed function, and simple services of current voice service systems can not satisfy the requirements in practice。Accordingly, this paper focuses on how to establish advanced power voice call centers, implement the information management of customers in county-level power enterprises, and eliminate the difficulties of making payment via voice service system for backland power users。Firstly, this paper introduces the basic concepts, the current states of development and the application of power call centers, and the background knowledge of CTI。Secondly, this paper gives the analysis of feasibility and requirements of power voice service systems, and the solution to establish a power voice call center by showing an example system in Anqing County。The design of county-level voice service systems and the key implementation techniques are emphasized。Finally, this paper gives the perspective of development and application of power voice call centers。This paper establishes a real CTI-based power integrated voice service system by adopting the solution that comprehensively applying technologies of computer card, voice card, multithread, and OOP。The established system has the advantages of low cost, high efficiect and fits the development of the county-level power enterprises。Moreover, this system can eliminate the difficulties of making payment via voice service system for backland power users。Users can enter different subsystems under the direction of friendly voice prompting via telephones or mobile phones, and accomplish the tasks of recharging power rate , inquiring information , complaining business , leaving voice mail, reporting repair requirements, requiring human services, and requiring other services。Meanwhile, the system can automatically remind charging by setting the time period according to the users’arrears situation and automatically dialing the users’telephone to remind about the delinquent fees。Each corresponding incoming calls or outgoing calls will be recorded by the computer system in order to facilitate decision-making by statistical analysis those recorders。Ultimately, it is feasible to build a relatively smart, stable, and fully functioning voice service system with less investment。The electricity recharge module implemented in this paper is at a leading position in China。The practical application of this system has shown that the quality of customer service has been improved, a good image of power enterprises has been established, the power consumption has increased, and the price has reduced。All of above can better promote the development of companies in other industries。

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