Design And Implementation Of Call Centers And Information Statistics System

With the stock,funds and such as various kinds of new investments more and more popularity among our people,financial institutions on the quality of customer service has an ever-increasing demands by market. Call center is an important bridge of communication between customers and financial institutions,how to make this bridge to play a more important role in communication has become the key to improving their own service level and striving for a bigger market.How to follow the rapid development of Internet technology trends,providing more channels of customer service,expanding the customer a broader way,has become the direction of development of the call center of financial institution which had a voice call system. In addition,how to use the information that formed for a long-term of the mass customer service, has also become a major topic of concern to financial institutions.In this thesis, based on the analysis on the business requirements on online message module, function module, and online customer Service, a detailed analysis of information statistics module, using UML tools for the above three modules design gives the detailed class diagram and system database for the design and finally on the frame, the system USES the MVC + + ORM design patterns as a basic framework, the IoC by the struts + spring + JDBC template to assist in the implementation framework, complete WEB components, the Service layer, DAO layer component design, according to the design thought of software engineering for after show layer and accept complaints actionforms accepts the implemented Action classes, classes and complaints to the business logic layer of business logic component interfaces and implementation of business logic interface, the data persistence layer defines a base class HibernateBaseDAO, written complaints DAO interface module, implementing the DAO components. After the system test shows that the system can complete the function and performance requirements of the requirements put forward, this design can meet the application requirements.This thesis using modern software engineering ideas analysis how to use Internet technology to the call center system,designing and implementing the online message system and online customer service system which has financial sector. And integrate data of these two systems with old data to create a unified user advisory library,and then deal with data of the library with data mining of association rules in order to obtain meaningful information for financial institutions.