Design And Implemention Of The Call Handling Part In Enterprise-Level Call Center System

In the increasingly fierce market competition, competition among enterprises began to focus on the quality of customer services. Customers become more important to enterprises. As one of the most important communicating channels between enterprises and customers, Call Center plays a very important role in enhancing enterprise market competitiveness. Therefore, in order to provide better customer service, attract and keep customers, promote corporate image, bring more profit, some enterprises began to build their own call center system according to their size and objective customers.This paper is based on the call center system business, and made a detailed description of system architecture selection, function division, process of security design and the process of designing and implementing of each functional modules of seats telephone application subsystem. The main features are as follows :1) Analysis and applying a lightweight J2EE framework - Struts + Spring + Hibernate. Applying a clear hierarchical thinking, simplified the system design and development process, made the system flexible, security, scalable.2) Analysis and giving the the solution that divided the system into platform interface layer, core application layer, business interface layer, business layer four part to ensure the stability, high efficiency and scalability of the system.3) Applying a flexible designing method as the UML system modeling and use case-driven, programming with interface-oriented method. With the actual function of each modules, designing and implementing the each modules of call handling independently.Now our product has already been applied to some real projects after the service redevelopment of the implementing department, and it is in normal run. The application will experience other call center system and provide a reference.