CN108764933B - CSM type cloud customer service platform - Google Patents
CSM type cloud customer service platform Download PDFInfo
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- CN108764933B CN108764933B CN201810326508.9A CN201810326508A CN108764933B CN 108764933 B CN108764933 B CN 108764933B CN 201810326508 A CN201810326508 A CN 201810326508A CN 108764933 B CN108764933 B CN 108764933B
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Abstract
The invention provides a CSM type cloud customer service platform which comprises a processing center, at least one cloud data server and at least one background terminal, wherein the cloud data server is wirelessly connected with the processing center and is interconnected and communicated with the processing center; the background terminal is in wireless connection with the processing center and acquires data of the cloud data server in real time through the processing center. The invention has the advantages of high integration level, high data processing efficiency and good user experience.
Description
Technical Field
The invention belongs to the field of cloud computing, and particularly relates to a CSM (Carrier sense multiple access) type cloud customer service platform.
Background
CSM, Chinese is called: customer service management, namely customer service management at the present stage is an important component of excellent enterprises, particularly sales service enterprises, and the customer service management is characterized in that a clear customer service concept, relatively fixed customer service personnel, standard customer service content and flow and relevant service quality standard requirements of each link are included; centering on customers; the system comprises a series of elements of enterprise business activities for the purpose of improving the known degree, the reputation degree and the customer loyalty degree of the enterprise. The existing CSM-based cloud customer service platform is not strong in systematization, data integration and presentation are not efficient enough, good experience is not brought to a user, and improvement is needed.
The Chinese patent is a system (application number: CN201220690573.8) for realizing service business management control based on a cloud platform, and the system comprises cloud platform control servers, application servers and client devices, wherein each application server is connected with the cloud platform control servers through a network to form the cloud platform, and each client device is connected with the cloud platform control servers. The application server comprises a hotel check-in information server, and the client device comprises a self-service check-in terminal, so that self-service check-in and check-out of a user can be realized. The client device can also comprise a guest room device control terminal and a multimedia device control terminal, and the functions of automatically controlling hotel guest room devices and multimedia devices and the like are realized. However, the system cannot process the customer service information data, is not highly targeted, and needs to be improved.
Therefore, a CSM type cloud customer service platform with high integration level, high data processing efficiency and good user experience is urgently needed.
Disclosure of Invention
The invention aims to provide a CSM type cloud customer service platform to solve the problems of weak systematization, low data processing efficiency and poor user experience in the prior art.
The invention provides the following technical scheme:
a CSM type cloud customer service platform comprises a processing center, at least one cloud data server and at least one background terminal, wherein the cloud data server is in wireless connection with the processing center and is interconnected and communicated with the processing center; the background terminal is in wireless connection with the processing center and acquires data of the cloud data server in real time through the processing center.
Preferably, the processing center is externally connected with an interaction module, an access port module and a wireless transceiver in sequence, the wireless transceiver is used for connecting and acquiring external customer service information, the access port module is used for adapting to the wireless transmitter, and the interaction module is used for displaying and calling data processed by the processing center.
Preferably, the processing center includes an integrated enterprise terminal and a customer service staff terminal, the enterprise terminal and the customer service staff terminal are respectively connected with a data access module, the data access module is connected with a computing server, the data access module is used for authorizing customer service benchmark information of the enterprise terminal and customer service dynamic information of the customer service staff terminal and transmitting the customer service benchmark information and the customer service dynamic information to the computing server, and the computing server is used for computing the customer service benchmark information and the customer service dynamic information and making a qualification judgment.
Preferably, an analysis server for decoding and analyzing the customer service reference information and the customer service dynamic information is connected between the data access module and the calculation server.
Preferably, the computing server is further connected with a management backup unit.
The invention has the beneficial effects that:
a unified access port module is adopted to provide a login access mechanism with strong adaptability; the integrated enterprise terminal and the customer service staff terminal are adopted, so that the multi-party customer service data information can be visually acquired, and the objectivity and reliability of management can be judged; the background terminals, the cloud data server and the wireless transceiver are adopted, the limitation of the cloud customer service platform is avoided, the information access range is favorably expanded, and the application effect of the cloud customer service platform is improved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:
FIG. 1 is a schematic diagram of the system of the present invention.
Detailed Description
As shown in fig. 1, a CSM-type cloud customer service platform includes a processing center, at least one cloud data server and at least one background terminal, where the cloud data server is wirelessly connected to the processing center and is interconnected with the processing center; the background terminal is in wireless connection with the processing center and acquires data of the cloud data server in real time through the processing center. The processing center is externally connected with an interaction module, an access port module and a wireless transceiver in sequence, the wireless transceiver is used for connecting and acquiring external customer service information, the access port module is used for adapting to the wireless transmitter, and the interaction module is used for displaying and calling data processed by the processing center.
Specifically, the processing center comprises an integrated enterprise terminal and a customer service staff terminal, the enterprise terminal and the customer service staff terminal are respectively connected with a data access module, the data access module is connected with a computing server, the data access module is used for authorizing customer service benchmark information of the enterprise terminal and customer service dynamic information of the customer service staff terminal and transmitting the customer service benchmark information and the customer service dynamic information to the computing server, and the computing server is used for computing the customer service benchmark information and the customer service dynamic information and making a qualification judgment. And an analysis server for decoding and analyzing the customer service reference information and the customer service dynamic information is connected between the data access module and the computing server. The computing server is also connected with a management backup unit.
The system is based on an independent access port module and can be externally connected with a plurality of customer service devices, an operator carries out calling selection through an interaction module, selects data needing to be accessed to a processing center, carries out targeted management analysis based on the data and data of an enterprise terminal and a customer service staff terminal, and then carries out backup through a management backup unit so as to facilitate historical analysis of a fixed time period. The whole system is strong in independence, redundant interference cannot be brought to a user in the data acquisition or analysis process, user experience is guaranteed, the judgment and management effect of the cloud customer service platform is good, and the cloud customer service platform is easy to popularize and apply.
Although the present invention has been described in detail with reference to the foregoing embodiments, it will be apparent to those skilled in the art that changes may be made in the embodiments and/or equivalents thereof without departing from the spirit and scope of the invention. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (4)
1. The CSM type cloud customer service platform is characterized by comprising a processing center, at least one cloud data server and at least one background terminal, wherein the cloud data server is in wireless connection with the processing center and is interconnected and intercommunicated with the processing center; the background terminal is wirelessly connected with the processing center and acquires data of the cloud data server in real time through the processing center, the processing center comprises an integrated enterprise terminal and a customer service staff terminal, the enterprise terminal and the customer service staff terminal are respectively connected with a data access module, the data access module is connected with a computing server, the data access module is used for authorizing customer service benchmark information of the enterprise terminal and customer service dynamic information of the customer service staff terminal and transmitting the customer service benchmark information and the customer service dynamic information to the computing server, and the computing server is used for computing the customer service benchmark information and the customer service dynamic information and making a qualification judgment.
2. The CSM-type cloud customer service platform according to claim 1, wherein said processing center is externally connected with an interactive module, an access port module and a wireless transceiver in sequence, said wireless transceiver is used for connecting to obtain external customer service information, said access port module is used for adapting to said wireless transceiver, said interactive module is used for displaying and calling data processed by said processing center.
3. The CSM-type cloud customer service platform of claim 1, wherein a resolution server for decoding and analyzing said customer service reference information and said customer service dynamic information is connected between said data access module and said computing server.
4. CSM-type cloud customer service platform according to claim 3, wherein said computing server is further connected with a management backup unit.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201810326508.9A CN108764933B (en) | 2018-04-12 | 2018-04-12 | CSM type cloud customer service platform |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810326508.9A CN108764933B (en) | 2018-04-12 | 2018-04-12 | CSM type cloud customer service platform |
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| CN108764933A CN108764933A (en) | 2018-11-06 |
| CN108764933B true CN108764933B (en) | 2021-09-07 |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN202939644U (en) * | 2012-12-13 | 2013-05-15 | 上海云和信息***有限公司 | Cloud platform-based system for realizing service-business management control |
| CN103841109A (en) * | 2014-03-13 | 2014-06-04 | 北京屏联科技有限公司 | Room smart control method, device and system |
| CN105262977A (en) * | 2015-11-12 | 2016-01-20 | 盐城优因信息科技有限公司 | Cloud customer service platform based on cloud computation and network video conference |
| CN107888660A (en) * | 2017-10-13 | 2018-04-06 | 杭州朗和科技有限公司 | Cloud service resource allocation method, medium, device and computing device |
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- 2018-04-12 CN CN201810326508.9A patent/CN108764933B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN202939644U (en) * | 2012-12-13 | 2013-05-15 | 上海云和信息***有限公司 | Cloud platform-based system for realizing service-business management control |
| CN103841109A (en) * | 2014-03-13 | 2014-06-04 | 北京屏联科技有限公司 | Room smart control method, device and system |
| CN105262977A (en) * | 2015-11-12 | 2016-01-20 | 盐城优因信息科技有限公司 | Cloud customer service platform based on cloud computation and network video conference |
| CN107888660A (en) * | 2017-10-13 | 2018-04-06 | 杭州朗和科技有限公司 | Cloud service resource allocation method, medium, device and computing device |
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