Design And Implementation Of Scheduling Multimedia Task For The Integrated Customer Contact Center

In current increasingly competitive world, the market competition means service competition. In order to win competitive advantages and increase market shares, through high-quality pre-sale, sales and after-sales service, enterprises try their best to attract and maintain customers. Therefore, service is one of the crucial factors in business and market competition. At present, more and more enterprises pay more attention to communicate with customers, maintain the contact with clients and develop more new customers continuously. In this market, the call center is one of the most effective means to enhance service level, improve service quality and attitude, close relationship with customers of Enterprises. Consequently, the call center is widely used in the enterprises.In recent years, with rapid popularity of the Internet, the communication platform of customers with enterprises has become more diverse. Call center also has been added by new meanings. Early call center in which people pick up the telephone or make a call has been unable to meet the current market needs, the new call centers continue to emerge. Now, the customer service center is an important branch of CTI industry, which is composed of several working teams, including some representatives and some automatic voice equipments (IVRs). As a result of Internet and communications revolution, the call center not only can deal with phones, but also can handle fax, e-mail, web access and even Internet-based telephone, video conferencing.With the coming age of 3G, a large number of applications in wireless networks appear. The approaches between customers and enterprises become more diversified, the links between them are more close. At the same time, the external environment make more demand on the call center. How to make call center win in intense market competition is that many scholars, researchers and business should struggle.In the development trend of call center and more complicated surroundings , the author investigated and studied demands of customers, analyzed the basis framework of the UNICALL products and demand, designed a module that not only meet customer needs, but also is compatible with the current UNICALL product. It upgrades the current UNICALL products and meets customer demand for this service.On the base of the algorithm based on queuing theory thinking, the thesis uses UML object-oriented programming ideas to build the MVC framework of Spring, Webwork, Hibernate on the Eclipse platform, realizes the multimedia task scheduling module, and finally, upgrades the UNICALL product. Through the multimedia task scheduling module, UNICALL products can support the e-mail, fax, SMS, MSN, four types of media task scheduling, expand the communication between enterprise and customer, create a wider exchange platform for enterprises and their customers.