The Design And Implementation Of Unified Message Management Of Multimedia Customer Contact Center

Continuously enlarging plant scale of enterprise, strengthening market competition and development of communication technology promote a rapid development of multimedia customer contact centers. Multimedia customer contact center has become a secret weapon for enterprises to improve their competitiveness, to provide their customers with high-efficiency,high-quality services. Therefore, to bulid a high-performance, high-efficiency,full-service customer contact system has become the focus of attention of the enterprise. Traditional call center system provide one way of accessing for customers, which is telephone call. With the continuous development of multimedia technology, Internet technology, as well as the diversification of people’s means of communication, in order to meet the market demand, customer contact center is developed toward the direction of multimedia intergration. This paper aims at research and implementation of multimedia access for customer contact center. It briefly introduced the concept of multimedia customer contact center, as well as the development history of call center system. It analized the architecture of multimedia customer contact center. Then it introduced related technologies and architecture used in the development process, including SSI architecture, mail system technique, Web Service etc. It focused on introducing JavaMail API and Web Service technique, for these two technique is the key of development.It analized the real requirement. Based on these requirement, the system need to implement three ways of accessing including sms, e-mail and fax. Then this paper analized each reqirement in detail and gives out how to meet the three reqiuremnt.This paper focused on illustrating how to implent the three modules including sms,fax and e-mail. Then it gives out specific interface, database design and core code. It gives out the specific test case and test result.This paper conclude the experience in the development of this system and look forward to the next develop step.