电力客服信息系统工程原理与应用

目 录
第1章 绪论1
1.1　背景与意义 ·········2
1.2　国内外客户服务信息系统及发展历程·················3
1.2.1　发达国家客户服务信息系统及发展历程····························3
1.2.2　我国客户服务信息系统及发展历程···································6
1.3　我国电力客服信息系统发展历程及展望·············9
1.3.1　我国电力行业信息化发展历程···········································9
1.3.2 新时期电力客服信息化重点任务·····································11
1.4　电力客服信息系统工程面临的新挑战···············13
1.4.1　电力客服信息系统在电力营销中的应用··························13
1.4.2　电力客服信息系统工程面临的挑战·································15
1.4.3　电力客服信息系统工程主要研究方向······························17
第2章 电力客服信息系统工程基本理论··················20
2.1　信息系统工程基础理论····································21
2.1.1　社会发展系统动力学基本原理·········································21
2.1.2　信息化是人类社会发展的必然趋势·································22
2.1.3　中国特色的信息化道路的主要特征·································26
2.1.4　信息化在企业生存发展中的地位与作用··························27
2.2　电力客服信息系统工程基础理论······················30
2.2.1　电力客户关系管理基础理论············································30
2.2.2　客户关怀与客服关系营销 ·31
电力客服信息系统工程原理与应用
2.2.3　系统工程基本理论 ············33
2.2.4　空间大数据前端展现技术原理·········································36
2.3　电力客服信息系统过程建设理论······················39
2.3.1　系统集成理论 ···················39
2.3.2　信息系统工程选址理论 ····43
2.3.3　系统工程环境规划理论 ····45
2.3.4　人因工程学理论 ···············46
第3章 电力客服信息系统工程基础知识··················47
3.1　电力客服系统工程基础知识·····························48
3.1.1　电力营销与客户服务基本概念·········································48
3.1.2　典型信息化项目实施方法论···········································50
3.1.3　互联网、因特网、万维网、物联网基本概念···················52
3.1.4　内存计算技术原理及主要特点·········································54
3.2　电力客服信息系统工程实施方法······················57
3.2.1　信息系统项目组织及实施方法·········································57
3.2.2　双基地、双平台架构设计方法·········································59
3.2.3 PEST分析模型 ··················60
3.2.4　SWOT分析模型 ················63
3.3　信息化工程最新应用技术·································65
3.3.1　云计算、云数据中心及云安全·········································65
3.3.2　全球能源互联网及其关键技术·········································66
3.3.3　新一代移动通信技术 ········68
3.3.4　海量大数据概念及分析 ····70
3.3.5　智慧城市的含义及其新技术············································71
第4章 电力客服信息网络工程与应用·······················73
4.1　电力客服信息网络的基本原理··························74
4.1.1　信息网络的基本概念及功能············································74
4.1.2　电力客服信息网络设计技术············································76
4.1.3　通信网、计算机网、信息网络基本概念··························77
4.2　信息通信网络设计技术····································79
4.2.1　网络组网通用技术 ············80
目 录
VII
4.2.2　OSI参考模型 ····················84
4.2.3　TCP/IP参考模型 ···············87
4.2.4　智能弹性融合高端交换机技术·········································88
4.3　国网客服信息系统网络建设与应用··················93
4.3.1　客服信息系统网络平台总体架构设计······························93
4.3.2　信息通信网络建设与应用 ·94
4.3.3　电力客服信息呼叫平台架构设计·····································95
4.3.4　电力客服数据中心网络性能需求设计······························97
第5章 电力客服信息系统平台工程与案例分析···101
5.1　电力客服信息系统平台技术原理····················102
5.1.1　电力客服信息系统平台VoIP与ACD技术·························102
5.1.2　电力客服信息系统平台CTI技术·····································103
5.1.3　电力客服信息系统平台IVR与ASR技术··························105
5.1.4　电力客服信息系统平台TTS技术·····································106
5.2　电力客服信息系统平台设计技术····················108
5.2.1　电力客服信息系统平台产品选择····································108
5.2.2　客户互动管理平台Genesys的功能···································109
5.2.3　专网的交换平台OXE的功能···········································113
5.3　电力客服信息系统集成服务设计与应用·········117
5.3.1　集成服务设计概念及方案编审········································117
5.3.2　后台服务设计 ··················118
5.3.3　对外提供接口服务设计 ···123
第6章 电力客服应用信息系统设计与应用············129
6.1　电力客服核心业务信息系统设计原理·············130
6.1.1　核心业务信息系统总体设计原则····································130
6.1.2　关键设计技术的选择 ·······131
6.1.3　电力客服核心业务基础架构设计····································132
6.2　电力客服信息系统核心业务详细架构设计······133
6.2.1　智能互动网站及95598业务应用······································134
6.2.2　电力客户服务监督管理设计···········································136
6.2.3　电力客服信息系统运营管理设计····································138
电力客服信息系统工程原理与应用
6.2.4　电力客服信息网站运行管理设计····································139
6.3　电力客服核心业务支持系统详细设计·············141
6.3.1　电力客服业务支持系统设计···········································141
6.3.2　电力客服核心业务基础支撑系统设计·····························143
6.3.3　电力客服核心业务系统组件设计····································146
6.3.4　电力客服核心业务概念数据模型设计·····························152
第7章 电力客服呼叫中心工程与应用分析············157
7.1　电力客服呼叫中心基本概念···························158
7.1.1　电力客服呼叫中心定义及基本结构································158
7.1.2　电力客服呼叫中心模式及分类········································160
7.1.3　建设目标及主要业务应用 161
7.2　集中式电力客服呼叫中心设计与应用·············162
7.2.1　集中式电力呼叫中心设计 162
7.2.2　集中式电力呼叫中心应用价值分析································164
7.2.3　集中式电力呼叫中心系统应用分析································165
7.3　集中式电力客服呼叫中心的建设与应用·········166
7.3.1　集中式电力客服呼叫中心职能定位································167
7.3.2　集中式电力客服呼叫中心功能实现································168
7.3.3　集中式电力客服呼叫中心关键技术应用·························172
第8章 电力客服信息系统软件研发与应用············184
8.1　集中式电力客服信息系统软件开发················185
8.1.1　集中式电力客服信息系统开发的目标·····························185
8.1.2　系统的软件体系框架与分步实现策略·····························187
8.1.3　系统建设与实施步骤 ·······191
8.2　电力客服呼叫中心系统的项目开发管控·········196
8.2.1　电力客服项目规划及实施组织机构································196
8.2.2　电力客服项目实施的管理 198
8.2.3　电力客服项目的软件工程监理········································201
8.3　电力客服信息系统管理软件开发与应用·········204
8.3.1　电力客服知识库管理系统 204
8.3.2　电力客服运营管理系统 ···205
目 录
8.3.3　电力客服信息监控系统 ···207
第9章 集中式电力客服一体化平台技术与应用···214
9.1　集中式电力客服一体化支撑基础平台技术······215
9.1.1　背景与意义 ·····················215
9.1.2　集中式电力客服一体化基础支撑平台技术方案··············217
9.1.3　集中式电力客服一体化平台应用集成技术应用分析·······220
9.1.4　集中式电力客服一体化支撑平台部署实施方法··············222
9.2　集中式电力客服一体化业务支持系统开发······224
9.2.1　背景与意义 ·····················224
9.2.2　数据模型建模原则及建模实施方法································229
9.2.3　集中式电力客服一体化业务支持系统技术方案··············231
9.2.4　集中式电力客服一体化业务支持系统环境安全方案·······234
9.3　集中式电力客服一体化平台关键技术与应用··235
9.3.1　建设目标与内容 ··············236
9.3.2　集中式电力客服一体化平台建设历程·····························241
9.3.3　集中式电力客服一体化平台主要创新成果······················244
9.3.4　集中式电力客服一体化平台应用效益分析······················245
第10章 电力客服信息系统安全工程技术与应用·247
10.1　电力客服信息系统安全工程基本原理···········248
10.1.1　网络信息安全工程基本原理·········································248
10.1.2　网络信息安全工程技术的基本策略·······························249
10.1.3　基于主动意识的信息网络安全综合防护·······················251
10.1.4　我国电力客服信息系统安全工程技术发展的主要历程··253
10.2　电力客服信息系统安全工程基础知识···········256
10.2.1　我国网络安全与信息化已经上升为国家战略················256
10.2.2　信息安全等级保护管理办法（部分）···························257
10.2.3　电力监控系统安全防护规定（部分）···························261
10.2.4　中华人民共和国网络安全法（部分）···························263
10.3　电力客服信息系统安全工程技术应用案例分析 ·························266
10.3.1　电力客服信息网络安全系统设计与应用·······················266
10.3.2　电力客服信息网络安全设计技术与应用·······················271
电力客服信息系统工程原理与应用
10.3.3　局域网网络信息安全分析技术应用·······························275
10.3.4　电力客服信息网络安全风险控制技术与应用················277
第11章 电力客服信息系统项目管理与维护··········280
11.1　项目管理与运行维护基本知识······················281
11.1.1　项目及项目管理基本概念·············································281
11.1.2　电力客服信息系统工程项目管理··································282
11.1.3　电力客服信息系统工程项目计划的综合论证················283
11.1.4　电力客服信息系统运行维护基本要求···························285
11.2　电力客服信息系统运行与维护体系···············285
11.2.1　电力客服信息系统运行维护管理体系···························286
11.2.2　电力客服信息系统运行维护技术体系···························290
11.2.3 电力客服信息系统运行维护应急与评价体系················295
11.3 电力客服信息系统工程运营管理体系···········296
11.3.1 电力客服信息系统人员管理··········································296
11.3.2 电力客服信息系统现场管理··········································301
11.3.3　电力客服信息系统质量监控管理··································303
11.3.4　电力客服信息系统考核质检管理··································305
参考文献····308