Design And Implementation Of Call Center System Based On J2EE(Struts2+Spring+iBATIS)

With the developing of economic, the major focus of business competition has shifted from products competition to brands competition among companies, the companies improve their brand awareness and quality of service to keep old customers and attract new customers through various channels. Because call center has features to facilitate customer communication, many companies have become to understand the effect of call center.and have set up their own call center.Call center is a complex information system which combine computer telephony integration, program-controlled exchange, computer network technology.With the rapid development of call center technology, as a modern service mode of full use of existing methods of communication and computer technology.call center has become an important part of company customer relationship management system and the operating decision-making system.This system is based on an actual project.The thesis analyzes theoretical foundation of call center system construction,combines with the current popular technology theoretical and customer requirements and other content, describes the whole system implementation techniques,requirements analysis,technical architecture,functional design and development. Key technical discussion on parts of the content according to writer’s research.focus on describing the advantages of lightweight J2EE framework,and Struts2.1batis,Spring technologies what build up lightweight J2EE framework.In the requirements analysis and system design,the system requirements,network architecture,system operation and development environment,technical architecture,functional module program and the database structure are described.Finally,in system implementation and test.code example of the presentation layer,business logic and data persistence layer are introduced.The system through the combination of unit test,integration test and system test is presented.In this thesis the advantages of choosing these advanced technology to build the framework of lightweight is well reflected,and it can be seen from the content of the framework that the framework provide a flexible and easy base of modifing code to upgrade and transform the system. Practice shows that the system speed, convenience and efficiency of operations and other aspects achieve the user’s requirements.