Design And Implementation Of Multimedia Call Center CRM Service Running System

With the globalization of technology and the rapid development of the Internet,people have more and more ways of acquiring information and expressing needs,and the demand for products has become more extensive and changing.These requirements require a rapid iteration of the enterprise's products,and at the same time,the in-house systems also need to be rapidly modified accordingly.As an important communication channel between enterprises and customers,call center CRM also needs to be adjusted frequently and rapidly according to the needs of new services.However,the general enterprise custom CRM system needs to be redeveloped for new business to be able to adapt to this adjustment,which will lead to business development costs and maintenance costs.In order to solve this problem,this paper presents the concept of configurable CRM.First extract the call center CRM has a business-service-role-function hierarchy,and refine the function of the various components of the portfolio.Obtained the modular ideas of different components of different functions,different functions composed of different roles,with different functions of the role of the service composition of business.According to this idea,the basic functions of CRM are split and grouped as needed,and a call center CRM service running system that can provide users with the functions required by the business by analyzing the hierarchical structure is obtained.By defining the relevant configuration rules of the hierarchical structure,as long as the business running system is docked to the business development system that generates the rule configuration information,it can directly bring the dynamically configurable CRM to the business and reduce the development costs and the time that the business brings due to the new business cost.This thesis first introduces the research background and related technologies,and then takes the system application scene as the starting point,analyzes the functional requirements of the system,and then analyzes the overall configuration design of the system.In the design and implementation,based on the demand analysis,the system framework is defined and the design and implementation of each function are described.Finally,the function of the system was tested to ensure the availability of the system.