Research On New Generation Call Center System Based On XML

On the basis of researching the present and history development in domestic and abroad of Call Center, the drawback of the traditional Call Center from HF company are dissected and the new generation solution based on XML is established in this paper.Making use of the existing Call center advantage, the new generation one's development instructed by the theory of software project, adopts entirely Object Oriented Methodology (OOA, OOD, OOP, GOT) and advanced XML technology. The new call center system established in this paper can propose solution kits for the further development of different fields and shows the good extensibility. During the whole software development, the software management technology and CMM method are used to manage and control effectively the software progressing. Two hardware architectures, which are based on PBX and board of call center, are available for different requirement.The whole software of Call Center system is programmed in Microsoft Visual C++ on the Windows 2000 platform. The software proposes the new solution to overcome the disadvantage of the original system, which is dependent on database, only supports traditional telephone call and is difficult to be extended and maintained. In the new call center system, the first advantage is that the data of system is saved to the XML files, which is independent of databases. The second one is that the Internet access mode is added to the new system. The third one is that the new system provides open visual environment for the user's further development to improve the system agility. Moreover the original TTS module is modified to improve the speeds in the new system.With a case in the department of industry and business, some applications of the new call center system in different fields are discussed.