The System Implementation And Network Applications Of Call Center

The Jilin Province communications corporation synthesizes the callcenter is in national operation business, first entire province centralizationconstruction synthesis call center. The system uses the centralizedconstruction, namely turns on, the platform, the major part attends a banquetconcentrates in the province center, the city laying aside few attends abanquet, the development initiative service and so on cjlracterizes theservice. The system original 112, 170, 180, 189 and partially the companyalone will set up 96112, 96,169 and so on the short number function willunify in 10060 systems. Uses the entire province unification to turn on thenumber, the unification brand, the unification management pattern, useseach place to turn on, the centralism service principle free, the user dials tobe possible to obtain to the netcom the service to enter the shoptalk to spendthe inquiry, the service consultation, the service accepts, the suit suggestion,the member serves, information service and so on breakdown enter cjlrgesagainst, password management.The system onstage realization telephone, the Internet, the email, thefacsimile, the short news and so on each way turns on the platform, throughthe synthesis call center system platform provides the entire service for thecustomer (including pronunciation, data and the 3G service) the service. Thebackstage realizes on the entire service network the selling area, thetelephone business accepts, the suit, the suggestion, the consultation, thespeech spends the press for payment and the inquiry, the barrier requestsrepairs, the customer concern with pays a return visit, outside shoutsfunction and so on service outside, and provides attends a banquetincrement service and so on package, information increment.The present paper work is centers on the call center to launch, embarksfrom the Jilin Province communications corporation call center actualsituation, the union call center development construction, proposed thegeneral synthesis call center platform system, jld determined based on thisoverhead construction the Jilin Province correspondence company callcenter construction plan, the research and the participation jls constructedbased on C/S structure ICD platform system, based on B/The S structureelectronic work flows the system as well as based in the Internet the sellingarea system and so on, the present paper research results jls the theory andthe reality guiding sense to the modern synthesis call center system researchand the development.The present paper main achievement jls three aspects:First is the actual situation which passes based on the lucky network offorest belts, proposed the Jilin Province correspondence companysynthesizes the call center the centralism construction plan, proposed angeneral synthesis call center system platform overall frame, and theparticipation jls constructed based on C/S structure ICD platform system.Next is embarks from the call center actual function, thoroughly jlsanalyzed call center each crucial target, proposed based on B/The Sstructure electronic work flows the system, and described the generalelectronic work to flow the system each function.Finally is according to the present hot spot network application,proposed the selling area system sets up the plan based in the Internet net,on the multianalysis network the selling area system function and thecjlracteristic, and participated in on the Jilin Province correspondencecompany net the selling area system construction and the maintenance work.The system collection computer, the excjlnge, the network and the databank technology in a body, by nimble are artificial, the automatic serviceway, provides each kind of intelligence to rise in value takes the serviceespecially and may the on-line production service call center platform.System in line with "network compatibility, customer design, systemintegrity, structure openness" the design thought, devotes in the design andthe development to persist "service service humanize, the developmentopens, the management tool practical application, the equipment dispositionseriation using the connection" and so on the aspect principle, melts eachkind of data connection in a body. The system provides the call to turn on,the jlndling of traffic, the service resources integrated plan, the systemmodule the redundance is small, module organic synthesis, maximum limitjls realized software and jlrdware resources sjlring.The system formidable service production ability causes the operationeven user to be possible to defer to own demand production service, therevision or the adjustment service, looks like "the service supermarket", allservices constitution service module collection (moreover is set whichincreases unceasingly), the customer basis realistic demand may choose, thecombination, the edition service module specifically, designs satisfies theoperational cjlnnel which the customer service center needs. This system"the customer may design " cause the operation to be possible to abandonincreases a service to jlve to establish a service network the traditionalprocedure, both the protection investment and omits the puzzle which theequipment regular renewal brings.The system attention service flexibility, the development, openness andto the national condition compatibility, provided jls been bountiful, theentire Chinese maintenance management tool, for the enterprisepolicy-makers and the call center correlation attendant, the administrativepersonnel jls provided the powerful support. Through provides humanize theservice, the comprehensive operator management, realizes the whole staff toserve, and promptly satisfies the new service function, provides theadvanced solution for the customer creation high-quality service brand.