Design And Implementation Of Glodon Ltd. Customer Service Call Center

Glodon Software Limited Company(GLD)’s business scales are developing continuously. In order to effectively use the original customer resources and explore potential customers to support the enterprise sustainable development and improve customer satisfaction, the company decided to set up a call center. Because of the differences between the product lines, and the call center service form is various; at the same time, each stage of enterprise’s business scope also has the very big difference, the call center as an important part of the company, its works also need performance appraisal day-to-day management.GLD wants to establish a uniform framework in a limited time for expanding business with different demands, to meet the different needs of the business and add the performance appraisal management module into the call center system, at the same time reduce costs as far as possible. How to meet the current needs of the enterprise, and also can meet the needs of the future business development, the rapid establishment of the call center system is the key problem to be solved in the article.Based on the present GLDcall project, this essay elaborates the current open-source mainframes design firstly, and explains the center system design of GLDcall in detail with its focus on the combination between GLDcall and the open-source mainframes-WebWork, Spring and Hibernate GLDcall’s own mainframe comes into being. Also, this essay concentrates on the design and implementation of the Performance Appraisal Module and attest to the practicability and reliability of the system design.The system not only provides the ability to quickly deploy and modular support for customers, but also to provide a flexible, efficient custmized devolpment ability to meet specific customer demands. The product support for the application of Url, API, AG and other business systems and system integration capabilities; for a variety of popular middleware, such as Genesys, etc to provide configuration development ability. The product interface elements, object and so on, can be configured according to the company. This customization development ability flexible, efficient and fully guarantee the practicability of call center in the course of development, realize the role maximization of the call center in the company’s operations.At present, pre-version of this system has been developed, run and received good recognition.