Research And Design Of The Bank's Call Center Transaction Gateway

The Call Center system is based on the Computer Voice System which makes use of the telephone, computer network and other communication network to connect to the bank server. The system provides the indexing information to the client through the IVR and CRM system. The system has been improving to an information server center using the internet, fax and video media with the developments of technology.The report provides two aspects of information about the Bank Call Center system and the middleware technology aiming at the study of my thesis. In this paper, a general review of the Call Center system in bank services is given at first. Then, core technologies and integrating technologies are explored. Next, a set of solution schemes suitable for bank applications are proposed. Analysis function of Call Center System is presented, and constitution and business process of the system together with the integrating techniques on bank database system are researched.Customer Information Control System (CICS) is an excellent product of IBM which offers the on-line translation disposal and transaction management. The functions of it offer on transaction processing environment for business application. It is suitable for banks which have a large number of suddenly incidents in the on-line system. According to the functional requirements of Call Center system for Bank of China, the paper has designed and implemented the translation gateway system based on CICS middleware. The paper analyses the CICS functions and the design methods in detail in the Call Center system. The paper presents the physical and logic structure of the translation gateway. The designing and implements of the main control module and program have been described in detail which connect the front desk system and the bank server.The technical measure discussed in the paper has been applied successfully on the Call Center system of Bank of China, and it is as well as on testing.