| Call Center, also known as Customer Service Center, We could see its universal use in many fields such as telecommunication, electric powder, service, banking, enterprises and so on. The development of call center technology undergoes three phases. The first generation Call Center is simple, which is based on an artificial hot-line telephone system. Progress gets achieved in the second-generation Call Center characterized by auto answer function. The third generation Call Center is the one we are talking about that uses CTI technology to realize the synchrony of sound and data and replaces hardware with soft ware by employing standard software and hardware platform.How to improve the generality and enrich the function of Call Center become the key factor in marketing along with the development and use of advanced technology, the shortening of production span, the expanding of fields in which Call Center get used as well as the increasing distinction in the needs asked by the above fields, That is to say, diverse function may be highly demanded at different time of period even if used in the same field.In view of the above Call Center situation, I did some research during my postgraduate study and finally found out some solutions to satisfying diverse requests of customers from different fields. Based on full discussion about the Call Center theory, function and structure according to which the importance of service terminal to Call Center running is explicitly demonstrated, i apply many kinds of technics into the promoting of Call Center running system and take use of modeling method while catering for software project to make study and connecting in order. Here I would like to give a main introduction about my invented core middleware, service middleware, dynamic display of foreground as well as some static function.An introduction concerning the basic theory, structure and developing tendency of Call Center platform goes first in my thesis. At the same time you could read a detail statement about how is Call Center going in our country and what technology shall be needed in the enforcement of Call Center.Secondly, specify the whole design progress from the point of view of utility and high efficiency after analyzing the design theory and method as regards Call Center platform. The old Call Center platform employs C/S structure which is too simple to meet increasing service demands. Besides due to the simplicity of its manipulating, it is not easy to adjust people, thus result in unreasonable use of manpower. Perfections shall be added to the old platform to overcome the above problems.In the system design, the use of the MyEclipse 7.0 (MyEclipse Enterprise Workbench, referred to as MyEclipse), and Oracle 10G.. MyEclipse Enterprise Workbench is an Eclipse IDE extension, using it can be in the database and J2EE development, release, and application server integration greatly improve work efficiency. It is a feature-rich J2EE integrated development environment, including the complete coding, debugging, testing, and publishing capabilities, full support for HTML, Struts, JSF, CSS, Javascript, SQL, Hibemate.The release of 7.0 means that no longer need to configure Tomcat, as well as the server, and need to do is just to install MyEclipse 7.0. MyEclipse 7.0 release included in the 7.0M2 and 6.6 versions based on bug fixes and feature enhancement. Provides support includes:Eclipse 3.4.1/Ganymede, REST web services, the new myeclipse operation panel, spring tool set updates, integrated Manven2, open JPA support, advanced javascript tools, professional jsdt implementation, reporting tools to enhance, jsf and ICEfaces tool to update. Oracle one for large, medium and micro-computer's relational database management system, which uses SQL (Structured guery language) as its database language. Oracle Application Server 10g is a J2EE-certified, the lightest, fastest, most scalable application server, providing enterprise portal software, wireless support, high-speed cache, lightweight J2EE engine, business intelligence, rapid application development, application and business integration, Web services, a variety of application development capabilities to form a complete e-commerce application development and deployment environment. Using the Oracle Application Server 10g users can upgrade by upgrading the software to replace hardware, greatly saving the cost of the infrastructure costs.In the end, taking the theoretical design as the basis I finished the upgrading of the old platform and analyzed in details the experiment data after experimentalizing the designed program. After running the software, we could see staff interface and administrator interface(prior authority code is demanded). Staff interface consists of telemarketing process interface and customer registration and order interface, the later is composed of report check and phone record. The telemarketing interface should be explicit and make sure the recommending of product is in a gradual process. The customer registration and order interface must be characteristic of simplicity and ensure the avoiding of mistakes caused by order registration errors. By referring to the report, you could not only see the expressing ability of staff, but also see the executive capability of an item team and a whole company. As we see, simple and explicit interface helps greatly in reducing talk time and enhancing working efficiency. Oracle has strong function and act perfectly in protecting data safety. We could easily find what we need after inputting our own authority code. In the phone-dialing trial, service number 10000 is successfully shown, three computers make 142 phone calls altogether making dialing efficiency increased by 27%This thesis is based on my experiences when I practiced in a local telecommunication INC during my postgraduate study. Sincerely hope it could make more people pay great attention to Call Center development and join the investigation. |
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