| With the ever changing e-commerce model, the call center, as an important channel carries a huge amount of business. Major e-commerce enterprises set to use a flexible and efficient information system for the management of its operations. To become competitive market players, it is necessary to use information technology to shape the form of advanced call center operation services. Adoption of call center service system needs analysis, using RIA and Intelligent process technology, logical structure from the system design and technology programs to achieve the two aspects of system design, each module of the system carried out a detailed design, to build a call center service system.The thesis starts with an analysis of the status-quo and defects in the call center service of the E-Commerce company. Then, it provides technical solutions for the problems presented. It is effective that using RIA technology, intelligent process technology, and knowledge management thinking to build the call center service system. The service system functions include fault management, complaint management and knowledge management. Characteristics of this system lies in using RIA technology? including Ajax framework and jQuery library, for friendly interaction of front pages, using C#language for programming, using intelligent process technology, including process simulation, flexible process design and process mining techniques, for the analysis of business processes or organizational structure to optimize, using knowledge management theory combining with search engine and interactive technology for the knowledge interaction.It is argued that building a call center service system could effectively improve the level of process analysis and optimization, and solidly support the enterprises to build an intelligent and informatization platform. At the same time, it is hoped to provide new ideas and methods for the construction and evolution of the call center service system in the future. |
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