Based On The Customer Service Center System Design And Implementation Of Soa

With the keen competition between brokers, huatian securities company increases more and more value-added service functions in call center system and the system is interacted with other service support systems, but the problems in function extension and optimization are increasingly apparent. On one hand, point to point integration is used between application modules which forms complex network structure and is not conducive to flexible development and maintennance. With regard to heterogeneous system integration, the difficulties of development and maintenance are more prominent.On the other hand, in order to optimize the system and improve the quality of customer service, there is a growing need for e ffectively monitoring the actual usage of all service functions, but now only the application modules can be monitored in system. Therefore, there is a heavy workload to achive the above requirements.Firstly, the status and the problems of call center system in function expansion and optimization are analyzed, and the necessity of SOA-based applications development in the system is illustrated. Next, the main functions and the core processes of the system are discussed.Then, the SOA-based framework of call center system is analyzed, and the design of the core subsystems including securities trading, customer visiting and service monitoring is discussed in detail. The discussion is focused on ESB-based service interface definition and information interaction, then the design of call center system is contrasted with other similar systems. Finally, the characteristic of the system design is summarized and the scalability of the system is analyzed.