The Design And Implementation Of CATI System Based On XML

Nowadays, domestic Internet technology developed rapidly. With the help of Call-Center, more and more companies started to serve various services to customers to enhance competitiveness of the company. At the same time, companies can customize more targeted service and provide more personalized product by investigating its users. Hence, Call-Center add this module called CATI which is same as Computer Assisted Telephone Interviewing System.In this article, first make demand analysis to the situation of current Call-Center market development and the primary customer. Then I propose an architecture model about CATI system based on XML technique. This system design the XML labels and attributes, achieve the following functions, such as questionnaire management, the display of questionnaire, questionnaire statistic and questionnaire quality control module.First, this system use XML files as entrance and provide a more comfortable and friendly environment for users to make questionnaire. In order to design a set of full structure of the target XML file, I detailedly describe the attributes, labels and logic of XML document in this paper.Second, in the stage of questionnaire management, we need to upload the XML file and create a questionnaire and other logic jobs about questionnaire. The CATI system adopt JAVA language and SSI frame to complete this function. In this article, readers can acquire the descriptions of implementation class and database.Then, in the CATI system, I use JavaScript technique to achieve the functions that users cannot modify history answers when he/she do the current topic and judge the rendering method of the next topic by current answer automatically. I design different modes of displaying.At last, in order to increase the integrity of the system, there is also a statistic module that users can make statistical analysis based on questionnaires. I use the XML/SWF Charts technique to make the statistical result display in the form of chart. Therefore, companies can observed the trend of statistical analysis intuitively, and make precise operation scheme. On the other hand, I add another function that companies can use to control the quality of agent called quality control module. Users can extract the telephone recording, review results of the questionnaire survey, and give the agent a rating. Summary above the CATI system become a perfect system.