| With the maturing and wide implementation of the computer network and communication technology, the Customer Service Center is becoming an effective tool to narrow the distance between companies and their customers, intensify their communication and improve the service quality. It has also become an efficient instrument for the enterprises to enhance their competitiveness. Therefore, Customer Service Center is being widely established in all sectors catering to the special need of each business and with different characteristics.This paper is compiled for the study, design, development and implementation of the Electric Power Customer Service Center. Based on the development of the Customer Service Center technology at home and abroad, this paper analyzes in an in-depth manner the feasibility, guiding idea, target, principle, and function requirement of the system establishment of the Electric Power Customer Service Center. With the research on the information requirement and business procedure of the system establishment, making use of the CTI, computer network and database technologies, this paper, according to the practical demand of the electric power companies, presents the design of the overall framework, system structure, logic structure, business function and system integration and finally comes up with the general plan proposal of the system implementation. |
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