電力客服信息系統(tǒng)工程原理與應(yīng)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(wù)信息系統(tǒng)及發(fā)展歷程·················3
1.2.1　發(fā)達(dá)國家客戶服務(wù)信息系統(tǒng)及發(fā)展歷程····························3
1.2.2　我國客戶服務(wù)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(shí)期電力客服信息化重點(diǎn)任務(wù)·····································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(yīng)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(chǔ)理論····································21
2.1.1　社會(huì)發(fā)展系統(tǒng)動(dòng)力學(xué)基本原理·········································21
2.1.2　信息化是人類社會(huì)發(fā)展的必然趨勢(shì)·································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(chǔ)理論······················30
2.2.1　電力客戶關(guān)系管理基礎(chǔ)理論············································30
2.2.2　客戶關(guān)懷與客服關(guān)系營銷 ·31
電力客服信息系統(tǒng)工程原理與應(yīng)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(shù)原理·········································36
2.3　電力客服信息系統(tǒng)過程建設(shè)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(xué)理論 ···············46
第3章 電力客服信息系統(tǒng)工程基礎(chǔ)知識(shí)··················47
3.1　電力客服系統(tǒng)工程基礎(chǔ)知識(shí)·····························48
3.1.1　電力營銷與客戶服務(wù)基本概念·········································48
3.1.2　典型信息化項(xiàng)目實(shí)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(jì)算技術(shù)原理及主要特點(diǎn)·········································54
3.2　電力客服信息系統(tǒng)工程實(shí)施方法······················57
3.2.1　信息系統(tǒng)項(xiàng)目組織及實(shí)施方法·········································57
3.2.2　雙基地、雙平臺(tái)架構(gòu)設(shè)計(jì)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(yīng)用技術(shù)·································65
3.3.1　云計(jì)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(guān)鍵技術(shù)·········································66
3.3.3　新一代移動(dòng)通信技術(shù) ········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(shù)············································71
第4章 電力客服信息網(wǎng)絡(luò)工程與應(yīng)用·······················73
4.1　電力客服信息網(wǎng)絡(luò)的基本原理··························74
4.1.1　信息網(wǎng)絡(luò)的基本概念及功能············································74
4.1.2　電力客服信息網(wǎng)絡(luò)設(shè)計(jì)技術(shù)············································76
4.1.3　通信網(wǎng)、計(jì)算機(jī)網(wǎng)、信息網(wǎng)絡(luò)基本概念··························77
4.2　信息通信網(wǎng)絡(luò)設(shè)計(jì)技術(shù)····································79
4.2.1　網(wǎng)絡(luò)組網(wǎng)通用技術(shù) ············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(jī)技術(shù)·········································88
4.3　國網(wǎng)客服信息系統(tǒng)網(wǎng)絡(luò)建設(shè)與應(yīng)用··················93
4.3.1　客服信息系統(tǒng)網(wǎng)絡(luò)平臺(tái)總體架構(gòu)設(shè)計(jì)······························93
4.3.2　信息通信網(wǎng)絡(luò)建設(shè)與應(yīng)用 ·94
4.3.3　電力客服信息呼叫平臺(tái)架構(gòu)設(shè)計(jì)·····································95
4.3.4　電力客服數(shù)據(jù)中心網(wǎng)絡(luò)性能需求設(shè)計(jì)······························97
第5章 電力客服信息系統(tǒng)平臺(tái)工程與案例分析···101
5.1　電力客服信息系統(tǒng)平臺(tái)技術(shù)原理····················102
5.1.1　電力客服信息系統(tǒng)平臺(tái)VoIP與ACD技術(shù)·························102
5.1.2　電力客服信息系統(tǒng)平臺(tái)CTI技術(shù)·····································103
5.1.3　電力客服信息系統(tǒng)平臺(tái)IVR與ASR技術(shù)··························105
5.1.4　電力客服信息系統(tǒng)平臺(tái)TTS技術(shù)·····································106
5.2　電力客服信息系統(tǒng)平臺(tái)設(shè)計(jì)技術(shù)····················108
5.2.1　電力客服信息系統(tǒng)平臺(tái)產(chǎn)品選擇····································108
5.2.2　客戶互動(dòng)管理平臺(tái)Genesys的功能···································109
5.2.3　專網(wǎng)的交換平臺(tái)OXE的功能···········································113
5.3　電力客服信息系統(tǒng)集成服務(wù)設(shè)計(jì)與應(yīng)用·········117
5.3.1　集成服務(wù)設(shè)計(jì)概念及方案編審········································117
5.3.2　后臺(tái)服務(wù)設(shè)計(jì) ··················118
5.3.3　對(duì)外提供接口服務(wù)設(shè)計(jì) ···123
第6章 電力客服應(yīng)用信息系統(tǒng)設(shè)計(jì)與應(yīng)用············129
6.1　電力客服核心業(yè)務(wù)信息系統(tǒng)設(shè)計(jì)原理·············130
6.1.1　核心業(yè)務(wù)信息系統(tǒng)總體設(shè)計(jì)原則····································130
6.1.2　關(guān)鍵設(shè)計(jì)技術(shù)的選擇 ·······131
6.1.3　電力客服核心業(yè)務(wù)基礎(chǔ)架構(gòu)設(shè)計(jì)····································132
6.2　電力客服信息系統(tǒng)核心業(yè)務(wù)詳細(xì)架構(gòu)設(shè)計(jì)······133
6.2.1　智能互動(dòng)網(wǎng)站及95598業(yè)務(wù)應(yīng)用······································134
6.2.2　電力客戶服務(wù)監(jiān)督管理設(shè)計(jì)···········································136
6.2.3　電力客服信息系統(tǒng)運(yùn)營管理設(shè)計(jì)····································138
電力客服信息系統(tǒng)工程原理與應(yīng)用
6.2.4　電力客服信息網(wǎng)站運(yùn)行管理設(shè)計(jì)····································139
6.3　電力客服核心業(yè)務(wù)支持系統(tǒng)詳細(xì)設(shè)計(jì)·············141
6.3.1　電力客服業(yè)務(wù)支持系統(tǒng)設(shè)計(jì)···········································141
6.3.2　電力客服核心業(yè)務(wù)基礎(chǔ)支撐系統(tǒng)設(shè)計(jì)·····························143
6.3.3　電力客服核心業(yè)務(wù)系統(tǒng)組件設(shè)計(jì)····································146
6.3.4　電力客服核心業(yè)務(wù)概念數(shù)據(jù)模型設(shè)計(jì)·····························152
第7章 電力客服呼叫中心工程與應(yīng)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(jié)構(gòu)································158
7.1.2　電力客服呼叫中心模式及分類········································160
7.1.3　建設(shè)目標(biāo)及主要業(yè)務(wù)應(yīng)用 161
7.2　集中式電力客服呼叫中心設(shè)計(jì)與應(yīng)用·············162
7.2.1　集中式電力呼叫中心設(shè)計(jì) 162
7.2.2　集中式電力呼叫中心應(yīng)用價(jià)值分析································164
7.2.3　集中式電力呼叫中心系統(tǒng)應(yīng)用分析································165
7.3　集中式電力客服呼叫中心的建設(shè)與應(yīng)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(shí)現(xiàn)································168
7.3.3　集中式電力客服呼叫中心關(guān)鍵技術(shù)應(yīng)用·························172
第8章 電力客服信息系統(tǒng)軟件研發(fā)與應(yīng)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(biāo)·····························185
8.1.2　系統(tǒng)的軟件體系框架與分步實(shí)現(xiàn)策略·····························187
8.1.3　系統(tǒng)建設(shè)與實(shí)施步驟 ·······191
8.2　電力客服呼叫中心系統(tǒng)的項(xiàng)目開發(fā)管控·········196
8.2.1　電力客服項(xiàng)目規(guī)劃及實(shí)施組織機(jī)構(gòu)································196
8.2.2　電力客服項(xiàng)目實(shí)施的管理 198
8.2.3　電力客服項(xiàng)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(yīng)用·········204
8.3.1　電力客服知識(shí)庫管理系統(tǒng) 204
8.3.2　電力客服運(yùn)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(tái)技術(shù)與應(yīng)用···214
9.1　集中式電力客服一體化支撐基礎(chǔ)平臺(tái)技術(shù)······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(chǔ)支撐平臺(tái)技術(shù)方案··············217
9.1.3　集中式電力客服一體化平臺(tái)應(yīng)用集成技術(shù)應(yīng)用分析·······220
9.1.4　集中式電力客服一體化支撐平臺(tái)部署實(shí)施方法··············222
9.2　集中式電力客服一體化業(yè)務(wù)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(shí)施方法································229
9.2.3　集中式電力客服一體化業(yè)務(wù)支持系統(tǒng)技術(shù)方案··············231
9.2.4　集中式電力客服一體化業(yè)務(wù)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(tái)關(guān)鍵技術(shù)與應(yīng)用··235
9.3.1　建設(shè)目標(biāo)與內(nèi)容 ··············236
9.3.2　集中式電力客服一體化平臺(tái)建設(shè)歷程·····························241
9.3.3　集中式電力客服一體化平臺(tái)主要?jiǎng)?chuàng)新成果······················244
9.3.4　集中式電力客服一體化平臺(tái)應(yīng)用效益分析······················245
第10章 電力客服信息系統(tǒng)安全工程技術(shù)與應(yīng)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(luò)信息安全工程基本原理·········································248
10.1.2　網(wǎng)絡(luò)信息安全工程技術(shù)的基本策略·······························249
10.1.3　基于主動(dòng)意識(shí)的信息網(wǎng)絡(luò)安全綜合防護(hù)·······················251
10.1.4　我國電力客服信息系統(tǒng)安全工程技術(shù)發(fā)展的主要?dú)v程··253
10.2　電力客服信息系統(tǒng)安全工程基礎(chǔ)知識(shí)···········256
10.2.1　我國網(wǎng)絡(luò)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(jí)保護(hù)管理辦法（部分）···························257
10.2.3　電力監(jiān)控系統(tǒng)安全防護(hù)規(guī)定（部分）···························261
10.2.4　中華人民共和國網(wǎng)絡(luò)安全法（部分）···························263
10.3　電力客服信息系統(tǒng)安全工程技術(shù)應(yīng)用案例分析 ·························266
10.3.1　電力客服信息網(wǎng)絡(luò)安全系統(tǒng)設(shè)計(jì)與應(yīng)用·······················266
10.3.2　電力客服信息網(wǎng)絡(luò)安全設(shè)計(jì)技術(shù)與應(yīng)用·······················271
電力客服信息系統(tǒng)工程原理與應(yīng)用
10.3.3　局域網(wǎng)網(wǎng)絡(luò)信息安全分析技術(shù)應(yīng)用·······························275
10.3.4　電力客服信息網(wǎng)絡(luò)安全風(fēng)險(xiǎn)控制技術(shù)與應(yīng)用················277
第11章 電力客服信息系統(tǒng)項(xiàng)目管理與維護(hù)··········280
11.1　項(xiàng)目管理與運(yùn)行維護(hù)基本知識(shí)······················281
11.1.1　項(xiàng)目及項(xiàng)目管理基本概念·············································281
11.1.2　電力客服信息系統(tǒng)工程項(xiàng)目管理··································282
11.1.3　電力客服信息系統(tǒng)工程項(xiàng)目計(jì)劃的綜合論證················283
11.1.4　電力客服信息系統(tǒng)運(yùn)行維護(hù)基本要求···························285
11.2　電力客服信息系統(tǒng)運(yùn)行與維護(hù)體系···············285
11.2.1　電力客服信息系統(tǒng)運(yùn)行維護(hù)管理體系···························286
11.2.2　電力客服信息系統(tǒng)運(yùn)行維護(hù)技術(shù)體系···························290
11.2.3 電力客服信息系統(tǒng)運(yùn)行維護(hù)應(yīng)急與評(píng)價(jià)體系················295
11.3 電力客服信息系統(tǒng)工程運(yùn)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(chǎng)管理··········································301
11.3.3　電力客服信息系統(tǒng)質(zhì)量監(jiān)控管理··································303
11.3.4　電力客服信息系統(tǒng)考核質(zhì)檢管理··································305
參考文獻(xiàn)····308