Construction Airlines Call Center System Based On CTI

Due to the more and more fierce competition and the change of the business model, traditional airlines keep eyes on the direct-sales and the customer relationship management (CRM) with the advantages taken by information technology. Call center system is an essential part in the process of keeping the stable customer relationship and developing direct-sales. Call center is not only the channel to collect customers' information, but also the channel to make communication and give service. Call center system established with the core of CRM will help airlines shorten the response time, decrease the mistake rate, enhance the service quality, increase the rate of direct-sales, and collect the data for marketing. Airline needs a call center system based on advanced information technology, concerning service and marketing with CRM strategy. In that case, the call center will become a profit center instead of a cost center to keep the stable relationship with customers and enlarge the scale of direct-sales.Firstly, according to the market background of airline industry and the development trend of the business system, the functional position of airlines' call center system is made. The call center needs the capablity of service and marketing with the core of CRM philosophy. Then the requirements of the main business processes and the core functions are analyzed. On the basis of that, the analysis of system's network and application structure is taken. Then the discussion focuses on the design of the core subsystems, such as Softphone Subsystem with CTI technology, Customer Management Subsystem and Marketing Management Subsystem, as well as the design of database and the object/relational persistence process with NHibernate.