| The Call Center System of Tianjin Jinbin Veolia Water Co, Ltd consists of subsystems of Interactive Voice Response, Computer Telephone Integration (CTI) Automatic Call Distribution, and Background Management. This system realizes the network of Tianjin Tap-water Group Co. Ltd, its subsidiaries and the hotline"12319"of municipal service, which solves customers’difficulties effectively and promotes the service and management of Tianjin Jinbin Veolia Water Co, Ltd greatly.The establishment of Call Center needs techniques of Internet, CTI, Data Warehouse (BI), CRM, PBX Communication and ERP, and the management knowledge of en enterprise, a project and a team. Through one unified external relation window, Tianjin Jinbin Veolia Water Co, Ltd centralizes the seating placement, employs the standard service model, and thus offers systematic, intelligent and humanized services.The thesis focuses on the Needs analysis for call center system build on, the needs analysis for system’s overall business, the goals of system building and the question to need to be resolved; by the technical architecture analysis of the system, to design the system architecture and security architecture, to determine the overall structure of the system. By overall design and detailed design the core functionality of the system, design of system components and related business processes, interface design and database design; finally, present the realization of the system, and discuss the interface show effect for the system operation environment and after the system operation.After the Call Center System is established, the external service management will be its primary function and the internal service will be its supplementary one. Also, its soft and hard ware will own the function of business development, management and system maintenance. Consequently, it is particularly important for improvement of an enterprise’s service, management efficiency and sustainable development to establish a perfect call center. |
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