| As a popular distributed application architecture, web-based technology has beensophisticatedly used in the custom service system for airlines’ call centers. Callcenters are one kind of replying centers that mainly treat with the phone call fromclients, which can greatly improve the efficiency of customer service and enhance thecore competitiveness of enterprises. Therefore, it has allured more and moreenterprises’ interest. Focusing on customer relationship management concept andcombined with the actual needs of the airlines, this article introduces a kind of designand implementation of airline call center customer service system based on Webtechnology.The thesis gives an analysis of the implementation of customer relationshipmanagement in airlines. The idea that the customer relationship management is thekey concept of call centers is clarified and the significance of building customerservice system for airline call centers is emphasized. On the basis of that, it gives areasonable analysis of the overall requirements and the business needs of the airlinecall center customer service system. Then, based on the actual demands, it proposes athree-tier structure of the access layer, the business layer and the data layer of theairlines’ call center customer service system based on Web, CTI and JavaEEtechnology. The function modules of the business layer are composed. The corefunction modules of the business layer and the data table structure of the data layerare designed. Combining with system design, it analysis the mechanism of thethree-mode about the model, view, control of the system in details. The relatedfunctions modules are implemented with JavaEE platform and several open-sourceframeworks, including Struts2, Spring and Hibernate.The system has an effective solution on the modularity and componentization. Ithas been implemented and applied in a famous airline corporation with goodperformance, and is worth being popularized. |
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