Government Hotline Integrated Call Center Management System Analysis And Design

"The government hotline call center management system" as the integration of traditional telephone and computer as information management system, to provide uniform, convenient, and standardized services, To adapt to the rapid development of the informatization construction of urban e-government, practical situation, actively accelerate informatization process by means of information technology and the information resources, improving the government's public service quality, and gradually formed a system of urban informatization construction, government information resource island before the organic integration of resources, not only for public service, but also meet the effective integration of resources in the aspects of objective demands.This paper firstly introduces the hotline call center "integration management system" the research background, significance and research status, "the government call center management system, integrated hotline" integral design goal from the technical level, analyses the feasibility of system, combining modern development trend of call center forward the definition, composition and the system framework, And then further on the system, including a detailed analysis of nuclear heart business process (integrated system accepts business flow, business process, SMS business process management system, the government hotline business process, etc.