Researchand Implementation Of Tianya Customer Service System Based On SpringMVC And Call Center

Tianya community is a large Chinese community forum.It has large number andcomplicated active users and has great influence public to opinion.The community isnotonly the key of advertisers to cooperation, but also the national authorities focus onmonitoring. Now the community is expanding its scope of business, Try to develop theelectronic commerce related business, build cloud service platform like Sina cloud and theAli cloud, and has cooperated with somebroadcast television programmes such as Chineseis listening. Therefore, how to deal with the relationship between users, understand thecustomer’s needs and complaints, and timely know what is inappropriate or illegal speechspread in the forum is very necessary. Tianya customer service management system istheproject developed to solve the above requirements. It based on SpringMVC and callcenter, coordinate with the XML documentconfiguration technology. Combinethe telephoneinformation, station letter, forum administration and the business community together, withintegrated and comprehensive online mode management.Give service, marketing andcustomer service for version a better working environment.This paper studies the ACD algorithm in call center.Analysis ofthe feasibilityofErlang-C model in system.Analysisof the merits of several kinds of queuing strategy andseat allocation strategy.And based on theactual operation of system, this paper isproposeddynamic priority queue strategy and seat allocation strategy based on skills.This paper first introduces the project background, and then introduces the maintechnology used in the system and the analysis of ACD algorithm, then on the demandanalysis to the system, finally introduces the process design and operation of the wholesystem.