Design And Implementation Of Huawei Customer Service Call Center Business Subsystem

With the rise and development of the new technology of the Internet andother IT industry,connotation and extension of the call center concept has alsobeen an extension of.The call center is considered to be a platform, it not onlyhas to pass, and also has the exchange function;Provide a variety of services, theintegration of a variety of communications media Telephone, Fax, Email and Webtechnology,especially equipped with a variety of automatic application system,combined with traditional enterprise management business processes,reallyrealize the integration of computers and communications, and produce a verybroad application space.Explore customer potential for the effective use ofexisting resources to support the business benefits of continuous improvementand enterprise customers satisfaction, enterprises have set up a call center.By the industry as well as the differences in the impact of various enterprisebusiness, call centers in various forms.Huawei understand the basis of the callcenter market demand,characteristics of the telecommunications, finance,insurance, and securities industries as well as the current newsituation,introduced advanced based CTI (Computer Telephony Integration),Web Application Technology, new Intess-intelligent call center system.On thisbasis, the combination of the characteristics of the actual situation and needschanging,business modular component design thinking, analysis of thecomposition of the system and software design patterns,the advantages of the useof technologies such as Struts, Spring, Hibernate design system architecture,laidthe foundation to improve system stability, reliability, flexibility and scalability.Huawei customer service call center operations subsystem using threesubsystems the java call processing, business processing and database,callprocessing subsystem handles traffic spliceAutomatic voice answering, artificialanswer, artificial exhaled, recording, call forwarding, monitoring,statistics.Business processing subsystem is responsible for the business ofhandling various types of matters, including registration, processing, recovery,reminders, supervision, statistics, etc.This section specifically developedaccording to business needs, business processes custom.Database subsystem isresponsible for the storage and call all kinds of government affairs publicinformation,including knowledge collection, knowledge audit, knowledge storageand knowledge retrieval and knowledge learning, etc.By the function of the test system to meet the needs of users, and its performance has reached the predetermined requirements.