Enterprise Customers A Unified Service Centers Common Development Platform To Build

Based on the analyses for a typical manufacturing enterprise contact center application, combined with author's study on present contact center products, this thesis describes the basic conception, design methods, framework, major function and main feature of the integrative structure service platform (ISSP)The ISSP integrates the voice, mail and web collaboration into a unified platform, and improves the configuration methods for most main voice switch products.The ISSP organizes all resources such as agents, voice switches, routing models, etc. in campaigns.The ISSP provides a script developer and a fast script builder for user to develop the business script and routing script etc.The ISSP applies an integration server to supports the integration of their application products. Multiple APIs enable users can exchange information with third-party products.This thesis also uses a case study from the business market to show what is the develop process using the fast script builder and how it works.In this paper, author intends to prove the ISSP will promote the rapid progress of the manufacturing enterprise contact center, due to its distinct characteristic.