Post CallCentre Business Support Platform Design And Realization

During the informationization of society nowdays, the efficiency of the antique call centers are low and their status are not good enough to help the clients or achieve more contentment,which restrict the development of services.This thesis combining the Shanghai Post 11185 Callcenter and the national unify standard, mark out and construct the Shanghai Post 11185 Callcenter Business Support Platform,which is based on the post system,computer system and Internet system.There are the design and realization of the platform in this thesis.which are achieved by using methods of the software engineering.lt includes the Interactive Voice Response System, CallCenter Support Platform System-Softphone System and making the COM component of the softphone.Also includes synthetically associating item personnel, financing,schedule and other item resource to accomplish the completeness of the system function and maneuverability by using the technique of Object Oriented Programming.There are some modules in this system such as IVRs,CCSP,Softphone.It implements eight primary functions which contain business acceptance, consultation and query, postalcode, litigating and suggestion, ticket proxy, self-help service, advertisement, telephony market,also have internal seat communications and dialing out services.Three contributions have been offered in this thesis. Firstly, Interactive Voice Response, according to post users' business requirement,by analyzing and classifying the post business,the platform carry out the maximizing efficiency of the callcenter.Secondly, using the technique of soft switching, achieve the seats'softphone system.Thirdly,making the softphone system into COM component,which causes the callcenter's seats' softphone system separated from the detail of business logic, depressing the coupling of modules of the whole callcenter system and improving the repetition using of the softphone module.This platform is based on Windows 2003 Server and Windows 2000/XP Professional Operation System and SQL Server 2000 Database,using the techniques of C++ and COM.The whole callcenter system which includes the business support platform, business logic,CTI and database is running now.The whole system has been achieved four stars authentication of callcenter.This thesis includes three parts.First is analyzing the use of callcenter.discussing the internal and external status in quo,and countermeasure. Second is analyzing and dissertating the requirement of the Shanghai Post 11185 Callcenter Business Support Platform, primarily discoursing upon the process and task of building the platform by the modern software engineering method. Finally,discussing the running status of the platform, talking over the using instance and development status of the whole item...