Chongqing Cable Call Center Customer Seating System Design And Implementation

Is fully integrated call center technology available means of communication and computer network technology, integrated information service system, providing customers a new service mode, providing a wealth of marketing channels, effectively improve the overall competitiveness of its convenient services and a variety of applications by the enterprise's attention. With cable TV and internet access to customers' increasing demand for services, many operators in broadband access competition, the original to provide a single cable television business service call center in Chongqing can not meet the growing business and market competition demand on the existing call center and the upgrading of the development of Chongqing Cable has become the urgent needs.This paper is a call center in Chongqing cable system two construction projects in some of the customer seating systems, call center system is wired in Chongqing sub-topics. This paper analyzes the domestic call center agents on the development of systems and technical characteristics, while the cable network industry, customer call center agent for the needs of the system were introduced, combined with the characteristics of Chongqing, and Chongqing Cable cable customers 96,868 call centers two related demand, made a call center customer agent Chongqing Cable system design. Proposed framework based on J2EE B / S model of call center customer agent system that uses object-oriented systems analysis, C / S and B / S architecture, CTI technology, ACD technology, IVR technology and VOIP access technology.And Chongqing Cable 96868 system as an example of call center system software architecture, discusses in detail the call center customer agent system elements and functions of each part and design are described; then layered software architecture for J2EE ideas and its principle is analyzed, and the ACD algorithm for the strategy to improve the design of a call center agent's CTI and IVR systems in various functional modules implementation. Finally, discusses the use of component-designed call center agent in Chongqing cable system.Through the above papers show the customer call center agent system based on the overall structure and composition mechanisms, and overall call center agent software architecture design, implementation has been discussed in detail, as "Chongqing Cable call center system," the completion of construction projects , provides an effective reference.Finally, the papers call center customer agent system was tested. Test results show that the customer call center agent Chongqing cable system cable system solutions in line with the call center system in Chongqing two requirements, the design is reasonable, feasible, can provide good customer service business.