Design And Implementaion Of Call Center Online Customer Service System Based On NodeJs

Call center technology originated in the United States in 1970s and began to develop in China in 1990s. With the rapid development of call center technology in China in recent years, todays call center technology has greatly improved the efficiency and service quality of enterprisecustomer service in enterprise by the virtue of efficient, stable, flexible,and scalable technology advantages.Call center related voice access technology and voice-based customer service has become mature. The call center system the paper discussed and studied solved the problem of online instant message chat based on NodeJs and related websocket technology. The voice-based communication has problems such that a single agent cannot serve multiple customers at the same time, the chat process must be continuous and uninterrupted, and the file sharing can not be performed. Through the customer service system based on online instant message chat, agents and customers can complete the online exchange, file sharing and other services easily and quickly. At the same time, agents can handle multiple copies of business in parallel, so that they can serve multiple customers in a limited time and improve the service efficiency.The traditional websocket-based real-time chat application has the problem of event management and data flow chaos. If the front-end application can not manage the data flow and data state effectively, it will bring some complexity to the development process of the system front-end and the whole business process. Based on above problem, this paper presents a browser-side custom event mechanism and idea of event repository. The custom event mechanism of the browser is based on the publish and subscribe mode, which can effectively decouple the front-end modules and communicate with each other. Event repository is a script which is running on the browser side and unify the process of event interaction between the browser and server. Through the application of the idea of the event repository, the browser-side can easily manage the socket events from the server side and from the browser-side custom events. The application of the front-end event repository highly unified the front-end and back-end interactive process, which ensures the traceability of the application state and improves the development efficiency of the system, making the whole development process and business process clearer.The customer service system described in the paper is embedded in CRM management system and implemented by using NodeJs, socket.io and related front-end technologies. In this paper, the key technology of the system and whole process from requirement analysis to the design and realization are given. The design and implementation of the system further validates the rationality of event repository in the development of real-time application.