Based On J2ee Framework For Telecommunications Customer Service Knowledge Management System

Customer service center, which is known as call center, acts the window of external service to provide services of business consultation, business query, business acceptance, complaint and suggestion, etc for customers. The establishment of call center, can provide a variety of communication channels with customers, and improve service quality and the customers satisfaction of operators. Call center can also offer a variety of business, publicity of new products and new business. At the same time call center can ameliorate the internal management mechanism of operators and improve working efficiency. In addition, the analysis of a large amount of information and data on call center, can provide decision-making basis of further development for operators.As a new form of management system, knowledge management system is an important component in the modules of call center customer service system. Knowledge management system enhances the adaptability and creativity of the staff of business enterprise by using the collective wisdom of operators, and realizes the requirement of increasing market competition. Through the introduction of information technology, the system can reduce the cost of sharing and handling of knowledge, and increase the speed of spread and diffusion of knowledge, and advance the creation and integration of knowledge. The system realizes the management, query and retrieval of various documents, and enhances the efficiency and validity of business process.This thesis analyses the system building of call center knowledge management system of telecommunications industry, based on the theoretical basis. The thesis explaines the based theory, business model, technology architecture, design framework, requirement analysis, function design and development base on the contents of requirement analysis, key technology and module development.In the part of architecture design, the author introduces requirement analyse, partition of function module of the system, database structure, technology architecture, network architecture, hardware and software architecture, and using J2EE framework as the basis of technology architecture. In the part of key technology, the author describes the entire process of module design, partition of function, building of J2EE framework, creation and management of knowledge documents and increasing the speed of accessing knowledge documents by search engine index, based on the study of the author.In the last part, the author affirms the application prospect of call center knowledge management system, and illustrates his point of the development direction of call center knowledge management system in the future.