Design And Implementation Of Manual Platform For Call Center

Call center, also called the customer service centers, is known as an important window between enterprises and customers. It is widely used in the telecoms, banking, securities, postal and other fields. It played an impotent role for service the customer effectively, rich the enterprise marketing channels, expand awareness and enhance the competitiveness of enterprises. Now the call center became the profit center.This issue based on the author's research and develops for the fifth-generation call center products of ZTE Company. Now the product had been widely used in the telecom company home and abroad successfully. The author research on the manual platform of the call center, give a solution of the implement. The platform based on light weight J2EE framework, service-oriented architecture and workflow engine technology.Firstly, the author described the development of the call center. Secondly, the author analyzed the fifth-generation call center in detail including the architecture and structure. After analyze the requirement of the manual platform, according to the structure and characteristics of the platform, the author design the architecture and implement the core module of the platform. Finally, the authors make a conclusion for the paper and make an expectation for the further development of the system. The research works of the author in this paper include the following.①According to the requirement, the author designs the manual platform starting from the ease use and efficient for users. The platform will standardize the management processes and enhancing the satisfaction for users.②After research on the J2EE framework, consider with the characteristics of manual platform, design a lightweight framework for J2EE-based, it reducing the coupling between modules, the make the system more modular.③Use service-oriented architecture platform to achieve integrated and effective integration of enterprise resources.④Use workflow engine technology to achieve business process control, it makes the platform more flexible and easy to maintain, and can easily, quickly respond to changes in various processes.⑤Aim at the performance issues of platform, use of cache technology, server push mode technology, database optimization strategies to ensure the efficient and stability of the platform. This paper has a great value for the improvement of call center of telecom industry, the other businesses who want to build the call center also can learn from it.