Design And Implementation For The Unified Call Center Of C Agricultural Insurance Company Limited

This thesis detailed introduces large agricultural insurance company customer service system's design and implementation method。Making up a set of new, multi-channel call center system and perfect customer service managment system, is a roles'transformation for insurance company from "Service" to "Business", an important method for enterprise to improve core competence and executive ability. Modern call center is based on CTI,and make full use of modern IP communications network technology and the company's core business and process integrate ingeniously, comprehensive, efficient, multi-angle integrated information service system, make insurance service always around the customers by high-quality seat representative and meticulous communication channels. C agricultural insurance company's customer service center adhere to this philosophy and approach to design. The design followed an open, advanced, scalable and forward-looking, and the principles of high security, and firstly proposed new media communication with customer service platform tencent, and inseparably close to connection with C agricultural insurance company's internal business needs, develop detailed business process, management system, and implemented a variety of systems seamless docking including insurance companies with core e-commerce system, ensure the reunification of the network call center, unified messaging, unified serviceIn this thesis, C agricultural insurance company call center needs are in-depth analysis, and proposed a complete system architecture, detailed tailored network solutions and software voice systems architecture, and for IP-based call center features, provided a comprehensive security strategy. To ensure that the system can successfully achieve the established objectives, after repeated calculation and analysis, detailed system configuration and implementation plan proposed to make this practical design have better maneuverability.On the background of concrete experiences, combining with network marketing, management information systems, computer technology and e-commerce and other academic knowledge, and innovative put forward Internet-based call center architecture, has a certain reference value and reference on customer service center on the research enterprise.