Design And Implementation Of A Call Center System Based On Identity Authentication

With the continuous development and innovation of information technology and information security technology, the information work in government, finance, business and telecommunications has made great achievement. The promotion of information not only improves the work efficiency, but also benefits to show their public image and comprehensive strength. Meanwhile, information system has confronted various threat and dangerous from Internal and external environment. For example, information theft, information tampering and false identity, and so on. By combined the voiceprint identification technology and the current popular call center system, A call center system based on identity authentication had been designed to guarantee the correctness, safety and reliability to the called people.To attain the desired target of system design, they mainly start our job from three aspects. Firstly, they adopted the current mainstream speaker’s identification technology based on MFCC and GMM to analyze and process voice information, then realized voice recognition. Secondly, they also adopted J2 EE architecture, object-oriented B/S 3 layer design and MVC design pattern to implement the analysis and procession of business layer; Thirdly, the virtual machine technology was been adopted to realize multi-user access simultaneously. During the process of realization, they firstly analyzed and explored the traditional call center system and the related technology, specially for the mainstream identity authentication system, including the voiceprint authentication or speech authentication technology. Aimed at the design target of system, they executed the feasibility analysis to the design scheme,and then extended the functional and non-functional demand. Meanwhile, they also analyzed synchronously the each phase of system design and realization. These phases include the logic analysis of system, the physical structure analysis, database analysis and the realization analysis of function model. Finally, the system was tested and verified by designing complete test cases and executing lots of check.At last, by executed continuous improvement for each phase and overall test, a call center based on identity authentication was designed and attained the scheduled target. The system can promote the innovation of traditional call center system.