Design And Implementation Of CRM Service Based On Multimedia Call Center

With the rapid development of information technology and market economy,the competition among enterprises is getting more and more intense.The competition starting from the initial product-centric has gradually shifted to the customer-focused competition.In order to provide more precise and efficient enterprise services and improve the core competitiveness of enterprises,the customer relationship management system is quietly born and gradually becomes an advantageous weapon for competition among various enterprises.However,the development process of the existing CRM system has the problems of low reuse rate of business codes,poor performance of service expansion and failure to provide continuous enterprise services.In order to solve the waste of manpower and material resources caused by repeated development of business function code and the service disruption caused by the redeplpyment of services when business function code and database structure changes.This thesis proposes the concept and implementation of business SQL assembly engine,Business SQL assembly engine can automatically assemble the business SQL statements of function module according to the business table structure.on the one hand part of the business development is transferred to the front-end business,using the existing functionality to implement new business functions,to minimize the change of the back-end code as possible,and the function module's reuse has improved considerably.On the other hand,the effect of new business functions is implemented immediately(thermal deployment).New or modified business functions do not need to be redeployed to provide continuous service for enterprises.Based on the research background and the related concepts of CRM,this thesis firstly points out the important position of CRM system in the whole market,at the same time,it studies the realization of existing CRM system products,points out the shortcomings of existing systems,and SQL assembly engine concept can solve the existing problems.Secondly the introduction of the CRM system to achieve related technologies.Thirdly from the actual needs of customers,the CRM system is divided into interface display system and business processing system,the interface display system(front-end)is responsible for page parsing and display,business processing system(ie server)is responsible for processing business requests.This article focuses on the design and implementation of business processing systems.Then the business processing system for functional modules related to the division,design and implementation.Finally,on the basis of completing the business functions of the CRM system,in order to ensure that the system server can provide consistent and reliable enterprise services,the overall functionality and non-functional tests of the system need to be tested,so as to improve the overall quality of the software.