The Design And Implementation Of Online Customer Service System In Multimedia Call Center

With rapid development in the field of instant messaging, online customer service which based on proprietary communications protocols and commercial-grade has been used widely. However,online customer service based on scalable open-source framework XMPP is rare. Existing information and research papers mostly stay at the part of the module design of theoretical level, but always been a lack of research on the overall system design and implementation. Based on open-source server Openfire, this paper elaborate a complete design of online customer service, and add functionality of customer service management, customer service management and user data analysis.With the expansion of call center system’s business area, its access make diversified development trend. The communication interface like SMS, WeiBo, fax and so on, will be incorporated into the access module of multimedia call center. Online customer service system is an important way of asynchronous communication on web, thus, it is naturally an indispensable module in multimedia call center.The project based on realization of complete design of online customer service,has already completed the integration of online customer service system into the existing multimedia call center.Firstly, this paper gives a brief introduction to the background of research work which is related to field of instant messaging and call center, and puts forward targets for this project. After introduction of the key technical framework of the server and the client of online customer service sysyem, this paper analyzes the functional and non-functional requirements of the system achieved in detail. The realization of system is described by two parts. The first part is to achieve basic communication function of the online customer service system, which involves design of the system overall framework and selection of modules of online customer service. The second part is to achieve integrated online customer service system with an existing call center system, and is divided into several modules to introduce, such as customer service member management module, customer service’s group management module, user information recording and display module and client’s data synchronization of customer service system module.This paper design targeted test cases, and fully verify the completeness and correctness of functions of the online customer service call center system in each module. This system is also working properly in the external environment of the network.