电力企业客户服务辅助决策支持系统的设计与实现

针对目前电力系统营销域中客户服务的数据进行分析,设计开发了一套辅助决策支持系统,从数据存储、应用支持、数据分析等方面进行设计与实现,业务涵盖了服务渠道使用情况分析和应用、95598坐席人员分析、IVR服务路径分析、客户细分深化应用。论文简要分析了目前电网企业在营销域决策支持系统的现状,阐述了营销域决策支持系统的总体架构,并对系统关键功能和技术进行了详细介绍,最后给出该系统在企业的实际应用情况。

Design and implementation of power marketing customer service decision support system

Aiming at the analysis of current marketing domain in customer service of power system data, design and develop a set of marketing domain decision support system, the system designs and implement based on the data storage, application support, data analysis, and the business covers the service condition analysis and application of the service channel, 95598 service agent analysis, IVR service analysis and customer segmentation and deepening application. The paper analyzes the current status of power enterprise in the marketing domain decision support system, expounds the overall architecture of the marketing domain decision support system, introduces the application of service channel layout optimization and 95598 service agent algorithms, and finally concludes with the practical application of the system in enterprises.