Development And Implementation Of Call Center Operating Platform For Insurance Industry

Call center has a strong demand for interaction,which is mainly embodied in the realization of dialogue with people,systems and data.But at present,the call center seating service of the insurance company is based on pure hardware telephone resources,and the contact records,sales opportunities,orders and other resources generated by the call center are lack of system to support the completion of resource management.This situation leads to high cost of hardware resources,poor customer satisfaction,and business volume can not be improved,which greatly increases labor costs and time costs.The call center operation platform suitable for the company's business is the basis for improving user satisfaction,increasing sales opportunities and achieving marketing.Therefore,it is inevitable to realize integration with peripheral systems(softphones,IVR systems),obtain customer information in real time,and provide instant services to users.In addition,managing the operational resources through the system is also an urgent problem for the unit.The system is a call center operation platform based on the J2EE technology system using a B/S structure developed by Hibernate and Spring.The system uses the client web browser to call the system application server,the server business logic layer is responsible for the business logic calculation and processing,the persistence layer is responsible for the communication between the business logic layer and the database,the relational database is used to store the business data,and finally the system data is completed.The storage and reading as well as the functional support of the entire system.The system will eventually realize the management of customer history calls,sales opportunities and orders,and achieve integration with softphone and IVR systems.