The Application And Research Of Key Technologies In Tianjin Highway Customer Service System

This article in view of the present in the society informatization process, widespread customer service system, low efficiency, poor run lead to customer satisfaction is not high, which restrict the development of service industry and other problems, combined with the Tianjin high-speed service center960256hotline and the specific circumstances of the unified national layout, research and development of Tianjin high-speed system, based on computer system, network system of Tianjin high-speed customer service system.Tianjin highway customer service management system uses the advanced computer technology and communication technology, the main use of the technology of CTI (computer telephony integration), IVR (interactive voice response system), through the introduction of these technologies, the system can efficiently handle user requests a service. The system adopts the IVR technology, the user can realize self service, business management, information consulting and other operations. Through the use of CTI technology, access to customer service center can be a way to access phone, SMS access as well as through Internet access, greatly enhanced customer service center service quality.The system is based on J2EE technology multilayer system structure, using advanced HollyCRM framework for development, system database for DB2, system design using Rational Rose software UML (Unified Modeling Language) for system modeling, application server using WebSphere Appliciation Server cluster. On the basis of this, the database server and the core application end construct dual hot-backup system to ensure the continuous operation of the system, business, and around the IBM HTTP Server deployment of special load balancing scheme, to expand the server bandwidth slow business highly concurrent access to database pressure. In addition, the whole scheme is also equipped with a SSR security reinforcement system and cluster management suite, in order to satisfy the system on monitoring, management of the special requirements, effectively regulate the customer service management, promote the sustainable, healthy development of Tianjin high-speed.To sum up, in Tianjin high-speed customer service system demand and the use of technology to undertake sufficient analysis basis, applicable to the development of highway customer service center using the Tianjin high-speed customer service system. System to achieve the customer information management, order management, complaint management, system management functions. Can handle customer information, advice, complaints and other services, and customers pay a return visit, satisfaction surveys and other business. The establishment of the system for highway brings results, to achieve a unified service window, unified service platform, unified management, provides the decision data, thus realizing the "take the customer as the center" of the modern enterprise management concepts.