Research And Development On Call Center System In The Field Of Finance Service

Call Center is a kind of integration service system that can complete information processing and customer service quickly and correctly. It provides a customer-oriented integration platform and connects with a uniform telephone number for customer service. Call Center can complete many businesses,such as business consultation,expenses query, financing query ,dealing with litigation, adopting suggestion, treating with business and precontracting service by means of taking telephone as the main multimedia to connect into it. The technique of the call center is introduced into China comparatively late. Currently the usage of call center technique is mainly concentrating on the realm of telecommunication. Through participating in the development of call center system for some finance company in Changchun, Author not only expands the application of the call center to the finance service realm, but also proposes a set of solution of call center system that is applicable to the financial service enterprise and takes the solution into design and development according to the characteristics of the financial realm .Call center system can help the finance company to build up the perfect customer service system with high quantity and strengthen the contact with customers, build up a good image of business enterprise. Accompany with the development of accumulation fund business, consumption credit business and balance of accounts business, the finance company finds that it is necessary to provide customer service with call center system. Call center can provide 7×24 hours of all-day service to accumulation fund customer, consumption credit customer and balance of accounts customer.It can improve the service quantity, reduce the handicraft labor and the repetition labor, raise the efficiency of work and lower the cost of manpower effectively.The problems of the finance company, such as big service need and excessive customers are resolved. Then it makes the customers to be more satisfied with the business of the finance company than ever before and it exalted the ability of company in competition of financial business, bringed the economic benefit for the business enterprise directly. This paper elaborates the concept and technique of call center and puts forward the solution of call center system that is suited for the financial service enterprise, such as some financial service enterprise at Changchun. The solution includes the function design of call center system that is suited for financial service, SOA-based EAI for CRM, the hardware design and the N layer structure design of distributing software system. SOA is a kind of architecture model.It may deploy assemble and use loose-coupling components that are distributed in the network. The paper presents that Service-Oriented Architecture (SOA) is more adapt to EAI than any of the traditional methods. The traditional methods include Data Layer Integration, Interface Layer Integration and Business Layer Integration. Then the paper introduces the research and implementation of Enterprise Application Integration based on Web Service, an advanced and developing technology. Core technologies (XML, SOAP, WSDL and UDDI) of Web Service and realized model (Network Communication Layer, Message Transmission Layer, Service Descript Layer, Service Discovery Layer, Service Guarantee Layer and Service Integration Layer) are discussed. New Architecture has many advantages, such as promptness, platform-independent and distributing , loose coupling,it will help the enterprise to structure the whole business system quickly and unfailingly. So it is adapted to the development of the finance company. Call center system of the finance company adopted the design structure of B/ W/ B/ D (the Browser-Web Server-Business-Database Server) that is a kind of network structure. The Browser is some kind of applied software or interface that is used at client. The customer can send the service request to the Web Server through the browser.Then according of the need the Web Server will send the request to the business server.After that the business server passes the data processing request to the Database Server.At last, Web Server orders the interface for the Browser and shows the information that are requested by the client. The agent program of the call center system adopts four-layer distributing structure. They are Data Access Layer, Business Rule Layer, Business Facade Layer and Interface Layer. Business FacadeLayer conceals its details by the Facade Design Mode and provides a set of simple application interfaces for interface layer to use. The agent program with this kind of design has many advantages, such as high -aggregation, low-coupling etc. So the agent program can be expanded and maintained expediently. The main functions of the call center system includes interactive voice response (IVR), agent soft telephone, agent business query, messages reminder and urge and knowledge search module. When the customer called the service number, IVR may lead the customer to choose service option by voice hint and import the information by the board on the telephone that is needed for the telephone business. Then the customer can inter-operate with the database on the computer by IVR. The saving form of the IVR process document is a format of XML. Agent soft telephone module is a kind of desktop program that is used to manage agents and the incoming telegrams of workgroup, use phone and look over the voice information. It is designed for workgroup agent especially.Its implement depends on the program interface of AltiCOMLib that belongs to the toolkit of AltiGenSDK.Its functions include: dialing number,answering call, hanging up call, transfering call, reserving call, cancel the reservation and convening telephone meeting etc. In the call center system, this module is implemented as ActiveX Component. Telephonist uses the agent business query module to query and management business. This module has many functions, such as querying personal fund surplus,modifying personal fund password and querying the fax detail of some unit fund. All the functions are implemented by calling the web service of the CRM subsystem (accumulation fund subsystem, consumption credit subsystem and balance of accounts subsystem). Messages reminder and urge module can receive messages and send out immediate message or timed message by message card on the AltiServ.This module provides the classification management function of the message records. The dun of consumption credit, the reminding of repaying the loan on consumption credit and personal business reminding are all completed by the module. The functions of Knowledge search module include querying...