Analysis And Design Of Yunnan Post Call Center System

With the continuous development of postal business, call center services as a new window and channels, has attracted increasing attention. Post call center system has important and positive effects in promoting the depth and breadth of postal service, raising the quality of postal services, improving customer's satisfaction, supporting strongly of the traditional postal business development, accelerating the development process of regional business and post message business, integrating post resources effectively, improving the efficiency of the post-house production, and enhancing core competitiveness of enterprises.With the development of modern communication technology, Internet technology and interactive video signal system, domestic call center systems of every industry are undergoing a shift from decentralization to centralization. Call center system is developing towards an intelligent, personalized, multimedia, networking and mobile-oriented direction, together with other information systems of enterprise to form a comprehensive information service platform. Yunnan Post Company is facing the same problem.Yunnan Post Company, Located in the southwest of China, faced the same problem. Since 2001, Yunnan Post Company finished the construction of three call center systems, Kunming, Yuxi and Dali. These call center systems focused on regional business, not for the whole province. The system's life span so long, and distributed layout, the operation maintenance are difficult and costly. These call center systems can not meet the needs of developing business. Yunnan Post Company must design and develop a whole new centralized business process platform. In recent years, domestic industries in the enterprise information systems have shifted focus from the dispersion. Enterprise call center as an example, industry experience shows that: centralized call center system is the ideal model.This paper, according to the order of practice after theory:first, introduce the related technology of system required in research and development; and then applying these techniques and methods to analyze and design the entire system, gives concrete realization of the module parts of the system. Paper focused on analyzing the province centralized call center system needs. The system architecture design, functional design, interface design, and database design are discussed in details and description. This software system developed into a trial in Yunnan Post Company. The results are satisfactory. It's very good to meet the business needs of reform and development and achieved the expected design purpose.