The Design And Implementation Of Crm Workflow System About Call Center Based On Osworkflow

With development of economy and computer science, the call center has become an important part of the enterprise. Facing the increasingly fierce competition, Modern enterprise conforms to the trends of the times, and persist the Customer-centric rules. In order to provide better service quality and work efficiency, workflow becomes a competing objective as an advanced management methods and techniques. In this paper, based on the CRM system of the Call Center, it has developed a workflow system and achieves a completely modern call center management system.Firstly it provides a brief introduction on the research background, aimed at addressing the link in work orders and efficiency of the CRM system in the Call Center. Then in accordance with the existing system platform and development environment, it determines the OSWorkflow workflow engine as the main technology. The system is divided into five modules, including work orders modules, user roles modules, workflow modules and other two modules. Secondly, due to the detailed process design and design of a class as well as the design of the database table, the development of the various modules are completed. At last, based on the interaction between the various modules, the development about CRM workflow system in call center is done.The test on the workflow system is completed, and timely is resolves the problems in the test. Finally, the paper provides a summary of the development of workflow system, while the use of the CRM workflow system in call center and development prospects is expected.