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介绍了福建电网电力市场交易问询答复及投诉受理系统的设计目标、技术线路、系统构架以及系统功能。该系统采用计算机网络技术、自动呼叫分配(ACD)技术、计算机电话集成(CTI)技术、交互式语音应答(IVR)技术,紧密结合自动语音交互、人工服务和信息反馈处理,实现了交易中心与客户的交互,以提供满足电源客户的诉求服务。
The design objectives, technical routes, system architecture and system functions of the inquiry and reply system of complaint handling and complaint handling in Fujian Power Grid Market are introduced. The system uses computer network technology, automatic call distribution (ACD) technology, computer telephony integration (CTI) technology, interactive voice response (IVR) technology, combined with automatic voice interaction, manual service and information feedback processing, Customer interaction, to provide the power to meet customer demand service.