電力客服信息系統(tǒng)工程原理與應用

目 錄
第1章 緒論1
1.1　背景與意義 ·········2
1.2　國內(nèi)外客戶服務信息系統(tǒng)及發(fā)展歷程·················3
1.2.1　發(fā)達國家客戶服務信息系統(tǒng)及發(fā)展歷程····························3
1.2.2　我國客戶服務信息系統(tǒng)及發(fā)展歷程···································6
1.3　我國電力客服信息系統(tǒng)發(fā)展歷程及展望·············9
1.3.1　我國電力行業(yè)信息化發(fā)展歷程···········································9
1.3.2 新時期電力客服信息化重點任務·····································11
1.4　電力客服信息系統(tǒng)工程面臨的新挑戰(zhàn)···············13
1.4.1　電力客服信息系統(tǒng)在電力營銷中的應用··························13
1.4.2　電力客服信息系統(tǒng)工程面臨的挑戰(zhàn)·································15
1.4.3　電力客服信息系統(tǒng)工程主要研究方向······························17
第2章 電力客服信息系統(tǒng)工程基本理論··················20
2.1　信息系統(tǒng)工程基礎理論····································21
2.1.1　社會發(fā)展系統(tǒng)動力學基本原理·········································21
2.1.2　信息化是人類社會發(fā)展的必然趨勢·································22
2.1.3　中國特色的信息化道路的主要特征·································26
2.1.4　信息化在企業(yè)生存發(fā)展中的地位與作用··························27
2.2　電力客服信息系統(tǒng)工程基礎理論······················30
2.2.1　電力客戶關系管理基礎理論············································30
2.2.2　客戶關懷與客服關系營銷 ·31
電力客服信息系統(tǒng)工程原理與應用
2.2.3　系統(tǒng)工程基本理論 ············33
2.2.4　空間大數(shù)據(jù)前端展現(xiàn)技術原理·········································36
2.3　電力客服信息系統(tǒng)過程建設理論······················39
2.3.1　系統(tǒng)集成理論 ···················39
2.3.2　信息系統(tǒng)工程選址理論 ····43
2.3.3　系統(tǒng)工程環(huán)境規(guī)劃理論 ····45
2.3.4　人因工程學理論 ···············46
第3章 電力客服信息系統(tǒng)工程基礎知識··················47
3.1　電力客服系統(tǒng)工程基礎知識·····························48
3.1.1　電力營銷與客戶服務基本概念·········································48
3.1.2　典型信息化項目實施方法論···········································50
3.1.3　互聯(lián)網(wǎng)、因特網(wǎng)、萬維網(wǎng)、物聯(lián)網(wǎng)基本概念···················52
3.1.4　內(nèi)存計算技術原理及主要特點·········································54
3.2　電力客服信息系統(tǒng)工程實施方法······················57
3.2.1　信息系統(tǒng)項目組織及實施方法·········································57
3.2.2　雙基地、雙平臺架構設計方法·········································59
3.2.3 PEST分析模型 ··················60
3.2.4　SWOT分析模型 ················63
3.3　信息化工程最新應用技術·································65
3.3.1　云計算、云數(shù)據(jù)中心及云安全·········································65
3.3.2　全球能源互聯(lián)網(wǎng)及其關鍵技術·········································66
3.3.3　新一代移動通信技術 ········68
3.3.4　海量大數(shù)據(jù)概念及分析 ····70
3.3.5　智慧城市的含義及其新技術············································71
第4章 電力客服信息網(wǎng)絡工程與應用·······················73
4.1　電力客服信息網(wǎng)絡的基本原理··························74
4.1.1　信息網(wǎng)絡的基本概念及功能············································74
4.1.2　電力客服信息網(wǎng)絡設計技術············································76
4.1.3　通信網(wǎng)、計算機網(wǎng)、信息網(wǎng)絡基本概念··························77
4.2　信息通信網(wǎng)絡設計技術····································79
4.2.1　網(wǎng)絡組網(wǎng)通用技術 ············80
目 錄
VII
4.2.2　OSI參考模型 ····················84
4.2.3　TCP/IP參考模型 ···············87
4.2.4　智能彈性融合高端交換機技術·········································88
4.3　國網(wǎng)客服信息系統(tǒng)網(wǎng)絡建設與應用··················93
4.3.1　客服信息系統(tǒng)網(wǎng)絡平臺總體架構設計······························93
4.3.2　信息通信網(wǎng)絡建設與應用 ·94
4.3.3　電力客服信息呼叫平臺架構設計·····································95
4.3.4　電力客服數(shù)據(jù)中心網(wǎng)絡性能需求設計······························97
第5章 電力客服信息系統(tǒng)平臺工程與案例分析···101
5.1　電力客服信息系統(tǒng)平臺技術原理····················102
5.1.1　電力客服信息系統(tǒng)平臺VoIP與ACD技術·························102
5.1.2　電力客服信息系統(tǒng)平臺CTI技術·····································103
5.1.3　電力客服信息系統(tǒng)平臺IVR與ASR技術··························105
5.1.4　電力客服信息系統(tǒng)平臺TTS技術·····································106
5.2　電力客服信息系統(tǒng)平臺設計技術····················108
5.2.1　電力客服信息系統(tǒng)平臺產(chǎn)品選擇····································108
5.2.2　客戶互動管理平臺Genesys的功能···································109
5.2.3　專網(wǎng)的交換平臺OXE的功能···········································113
5.3　電力客服信息系統(tǒng)集成服務設計與應用·········117
5.3.1　集成服務設計概念及方案編審········································117
5.3.2　后臺服務設計 ··················118
5.3.3　對外提供接口服務設計 ···123
第6章 電力客服應用信息系統(tǒng)設計與應用············129
6.1　電力客服核心業(yè)務信息系統(tǒng)設計原理·············130
6.1.1　核心業(yè)務信息系統(tǒng)總體設計原則····································130
6.1.2　關鍵設計技術的選擇 ·······131
6.1.3　電力客服核心業(yè)務基礎架構設計····································132
6.2　電力客服信息系統(tǒng)核心業(yè)務詳細架構設計······133
6.2.1　智能互動網(wǎng)站及95598業(yè)務應用······································134
6.2.2　電力客戶服務監(jiān)督管理設計···········································136
6.2.3　電力客服信息系統(tǒng)運營管理設計····································138
電力客服信息系統(tǒng)工程原理與應用
6.2.4　電力客服信息網(wǎng)站運行管理設計····································139
6.3　電力客服核心業(yè)務支持系統(tǒng)詳細設計·············141
6.3.1　電力客服業(yè)務支持系統(tǒng)設計···········································141
6.3.2　電力客服核心業(yè)務基礎支撐系統(tǒng)設計·····························143
6.3.3　電力客服核心業(yè)務系統(tǒng)組件設計····································146
6.3.4　電力客服核心業(yè)務概念數(shù)據(jù)模型設計·····························152
第7章 電力客服呼叫中心工程與應用分析············157
7.1　電力客服呼叫中心基本概念···························158
7.1.1　電力客服呼叫中心定義及基本結構································158
7.1.2　電力客服呼叫中心模式及分類········································160
7.1.3　建設目標及主要業(yè)務應用 161
7.2　集中式電力客服呼叫中心設計與應用·············162
7.2.1　集中式電力呼叫中心設計 162
7.2.2　集中式電力呼叫中心應用價值分析································164
7.2.3　集中式電力呼叫中心系統(tǒng)應用分析································165
7.3　集中式電力客服呼叫中心的建設與應用·········166
7.3.1　集中式電力客服呼叫中心職能定位································167
7.3.2　集中式電力客服呼叫中心功能實現(xiàn)································168
7.3.3　集中式電力客服呼叫中心關鍵技術應用·························172
第8章 電力客服信息系統(tǒng)軟件研發(fā)與應用············184
8.1　集中式電力客服信息系統(tǒng)軟件開發(fā)················185
8.1.1　集中式電力客服信息系統(tǒng)開發(fā)的目標·····························185
8.1.2　系統(tǒng)的軟件體系框架與分步實現(xiàn)策略·····························187
8.1.3　系統(tǒng)建設與實施步驟 ·······191
8.2　電力客服呼叫中心系統(tǒng)的項目開發(fā)管控·········196
8.2.1　電力客服項目規(guī)劃及實施組織機構································196
8.2.2　電力客服項目實施的管理 198
8.2.3　電力客服項目的軟件工程監(jiān)理········································201
8.3　電力客服信息系統(tǒng)管理軟件開發(fā)與應用·········204
8.3.1　電力客服知識庫管理系統(tǒng) 204
8.3.2　電力客服運營管理系統(tǒng) ···205
目 錄
8.3.3　電力客服信息監(jiān)控系統(tǒng) ···207
第9章 集中式電力客服一體化平臺技術與應用···214
9.1　集中式電力客服一體化支撐基礎平臺技術······215
9.1.1　背景與意義 ·····················215
9.1.2　集中式電力客服一體化基礎支撐平臺技術方案··············217
9.1.3　集中式電力客服一體化平臺應用集成技術應用分析·······220
9.1.4　集中式電力客服一體化支撐平臺部署實施方法··············222
9.2　集中式電力客服一體化業(yè)務支持系統(tǒng)開發(fā)······224
9.2.1　背景與意義 ·····················224
9.2.2　數(shù)據(jù)模型建模原則及建模實施方法································229
9.2.3　集中式電力客服一體化業(yè)務支持系統(tǒng)技術方案··············231
9.2.4　集中式電力客服一體化業(yè)務支持系統(tǒng)環(huán)境安全方案·······234
9.3　集中式電力客服一體化平臺關鍵技術與應用··235
9.3.1　建設目標與內(nèi)容 ··············236
9.3.2　集中式電力客服一體化平臺建設歷程·····························241
9.3.3　集中式電力客服一體化平臺主要創(chuàng)新成果······················244
9.3.4　集中式電力客服一體化平臺應用效益分析······················245
第10章 電力客服信息系統(tǒng)安全工程技術與應用·247
10.1　電力客服信息系統(tǒng)安全工程基本原理···········248
10.1.1　網(wǎng)絡信息安全工程基本原理·········································248
10.1.2　網(wǎng)絡信息安全工程技術的基本策略·······························249
10.1.3　基于主動意識的信息網(wǎng)絡安全綜合防護·······················251
10.1.4　我國電力客服信息系統(tǒng)安全工程技術發(fā)展的主要歷程··253
10.2　電力客服信息系統(tǒng)安全工程基礎知識···········256
10.2.1　我國網(wǎng)絡安全與信息化已經(jīng)上升為國家戰(zhàn)略················256
10.2.2　信息安全等級保護管理辦法（部分）···························257
10.2.3　電力監(jiān)控系統(tǒng)安全防護規(guī)定（部分）···························261
10.2.4　中華人民共和國網(wǎng)絡安全法（部分）···························263
10.3　電力客服信息系統(tǒng)安全工程技術應用案例分析 ·························266
10.3.1　電力客服信息網(wǎng)絡安全系統(tǒng)設計與應用·······················266
10.3.2　電力客服信息網(wǎng)絡安全設計技術與應用·······················271
電力客服信息系統(tǒng)工程原理與應用
10.3.3　局域網(wǎng)網(wǎng)絡信息安全分析技術應用·······························275
10.3.4　電力客服信息網(wǎng)絡安全風險控制技術與應用················277
第11章 電力客服信息系統(tǒng)項目管理與維護··········280
11.1　項目管理與運行維護基本知識······················281
11.1.1　項目及項目管理基本概念·············································281
11.1.2　電力客服信息系統(tǒng)工程項目管理··································282
11.1.3　電力客服信息系統(tǒng)工程項目計劃的綜合論證················283
11.1.4　電力客服信息系統(tǒng)運行維護基本要求···························285
11.2　電力客服信息系統(tǒng)運行與維護體系···············285
11.2.1　電力客服信息系統(tǒng)運行維護管理體系···························286
11.2.2　電力客服信息系統(tǒng)運行維護技術體系···························290
11.2.3 電力客服信息系統(tǒng)運行維護應急與評價體系················295
11.3 電力客服信息系統(tǒng)工程運營管理體系···········296
11.3.1 電力客服信息系統(tǒng)人員管理··········································296
11.3.2 電力客服信息系統(tǒng)現(xiàn)場管理··········································301
11.3.3　電力客服信息系統(tǒng)質量監(jiān)控管理··································303
11.3.4　電力客服信息系統(tǒng)考核質檢管理··································305
參考文獻····308