Design And Implementation Of Railway Call Center System

In recent years, China Railway has experienced several large-scale speeding, andinter-city rail travel time was significantly reduced. With the construction andoperation of high-speed and passenger rail line, railway transportation capacity wasrapidly expanded and the tension of lack of transport was gradually eased.Accordingly, railway passenger department will face the change from the "seller’smarket" to "buyer’s market". How to make the operation focus change from theinternal management of transportation and production to improving services forpassengers, and how to consolidate and expand the railway transport market share isan important issue faced by Railway industry. Present window-based ticket sales andpassive passenger service mode can not meet the fast-paced, efficient andpersonalized service needs in modern society. For this reason, on the basis of offeringa full range of information for passengers and with the aim of building a rail way callcenter, this paper focuses on the research, design and implementation of a call centersystem, which is guided by software engineering theory and supported by thetechnology of communication, computer, network and database, to improve railservice quality and efficiency, so as to enhance passenger satisfaction.Railway call center system in this paper is an integrated information servicesystem based on CTI (Computer Telephony Integration) technology, providing ticketbooking, complaints, consultation services from the telephone channel with a flexibleexpansion to SMS and Internet channels so as to achieve all-round informationservice. Based on the overall system requirements analysis, system user analysis,functional needs analysis, performance requirements analysis, security analysis anddemand analysis, this paper proposed complete system solutions for railway callcenter. This paper focuses on the architecture of the system, telephone booking IVR(Interactive Voice Response) processes, human workflow of complaint handling,business integration and data processing services. With layered architecture approach,the system is divided into service access subsystem, multimedia services subsystem,integration business subsystem and data subsystem, as well as making a clear plan forthe system’s overall development and implementation. Telephone booking IVRprocess was proposed to enable passengers to complete ticketing transaction bytelephone automated voice guide in large-scale, and exceeded the limitation of ticketordering operated by manpower. Human workflow of complaint handling was alsoproposed for solving the problem of locked channel of dealing with complaints. With the application of Web Service technology, the order ticket, complaint handling andother services was integrated to solve the problem of unified business services inmultiple channels. Centralized data processing was proposed with the aim to addressthe issues of system data services, data harmonization and data sharing. The proposedmethods in this paper have been initially applied to railway call center system inrailway bureau. The results of the application reflect the effectiveness and feasibilityof those proposals in this paper.