Call Center Data Mining Platform Design Realization

With the forming of consumer-oriented marcket and the popularity of communication means like telephones and faxes, many enterprises come to experiment this new marcketing method. That is , employ telephons, faxes, internet with other communication, net, and computer technology to set up call center. In this way, the marcketing method to enlarge the customer number, improve customer satisfaction and maintain customers in a planned, organized and efficient way can be realized. In these days when the marcket competitons become increasingly sharp, call center has been proved to be an effective mode to manage enterprise-customer relationship and an important means for enterprises to maintain the relationship with customers. It supplied the enterprises with the fastest channel to connect the target customers actively and to keep a good relation with customers at the same time. As a result, increasing number of enterprises employ call center widely to impove their competitive ability.Data mining technoledge is an effective approach to solve the problem in which data are rich while information is lack. It is one of the most advanced reseach subjects in IT field. The relative research and application has improved supportive decision-making ability. It has been thought to have a most practical prospect in data base research. Call center data mining flat form is to apply super-computer,parallel processing,neuron network and other information process technics to deal with the information after it is assembled in the call center collecting channel. Useful information can be abstracted for the enterprise decision-makers. On one side, customers can be classified according to their behavior; on the other side, the customers who make profits for enterprises can be found in the bulit date base and long-term relationship can be set up with the profits-making custers.Article this article mainly aimed at the call center platform the architecture as well as the call center data mining platform design realization has carried on the analysis and the discussion, described the data mining concept, the function emphatically, the data mining system structure and the classification Has conducted the careful analysis comparison research to the commonly used several kind of data mining algorithm, and proposed to the K-MEANS algorithm the improvement, summarized the best algorithm which the call center data mining platform realization portal frame construction, the software architecture, and the different commercial model uses.