Design And Implementation Of Power Company Call Center Operation And Maintenance System

In twenty-first Century,with the rapid development of the power system,the electric power enterprise control center from the safety power supply this task gradually extended to ensure the power of large capacity long-distance transmission,to provide customers with comprehensive services of multiple enterprises and social responsibility.The power company is in urgent need of a fully automatic integrated system capable of both data collection and processing and convenient operation.As Heilongjiang province electric power company customer service window,the "95598" call center operation system can realize the centralized display of information for all kinds of services,effective co-ordination,integration of marketing,production,scheduling and other types of information resources,improve the service ability of customer service center.In this paper,the design and research of the call center operation and maintenance system in the electric power company in Heilongjiang Province Electric Power Co.,Ltd.call center operation and maintenance system as an example.First of all,the development history and status quo of domestic and international research status of the call center to conduct a comprehensive analysis,followed by a detailed analysis of the demand of the call center in the process of system development,system design,outline design,database design and knowledge base.At the same time in the process of system implementation using Java technology and combined with Oracle database,Aurora push technology and JSON technology to design a B/S based call center operation and maintenance system.To achieve the main function from the customer services center,work order management,knowledge management,personal assistant,system management and system interface etc..The development of the system not only provides information visualization support for enterprises,but also need the premise of ensuring the safe operation of the national grid,to provide comprehensive,intuitive and effective data analysis for power grid dispatching decision makers to provide a reliable guarantee for the automatic management of distribution network.