WebQQ即时通信论文.docVIP

摘 要 “未来竞争是管理的竞争，竞争的焦点在于每个社会组织内部成员之间及其外部组织的有效沟通上” 。美国著名未来学家奈斯比特高屋建瓴的分析，足以表明“沟通”在企业管理中越来越占有着举足轻重的地位。随着互联网的飞速发展，为适应越来越强烈的企业沟通需求，ICQ、QQ、MSN等实时通信软件不断出现并广泛应用，使企业面对的沟通效能问题迎刃而解，给企业带来的竞争优势日渐凸显。而QQ,MSN等个人即时通讯系统，则更重视娱乐方面的功能，无法适应企业需求。 在线客服系统是一种即时通讯软件平台的统称。相比较其他即时通讯软件（QQ、MSN等），它基于B/S架构实现和网站的无缝结合，为网站提供和访客对话的平台，并且网站访客无需安装任何软件，即可通过浏览器进行对话。 本论文实现的是一个简单的在线客服系统??Web QQ网上在线客服系统，以下简称WQ，采用B2B模式，基于jsp + servlet + Struts + Hibernate + ajax + xml + Javascript + MySql实现的B/S架构的即时客服系统，实现了即时和客户进行交流，主动邀请客户，客服离开、繁忙时以及长时间不回复用户时自动回复客户，用户管理，留言管理，记录管理等功能。 　　　关键词：在线客服；Web QQ；JSP；Hibernate；MySql Abstract The future competition is the management of the competition, the key point of competition is the effective communication between every society within the organization and its external organizations among the members. The analysis of a famous futurist in American named Naisibite is sufficient to show increasingly important position of communication in business management. With the rapid development of the Internet, in order to meet the growing demand for corporate communications, ICQ, QQ, MSN and other real-time communications software emerging and extensive use, and it enables to resolve enterprises to face communication performance issues, meanwhile competitive advantages of enterprises rapidly increase. However, QQ, MSN and other personal instant messaging system, paying more attention to entertainment features, which unable to adapt to business needs. Online customer service system is collectively called a kind of instant messaging software platform. Compared with other instant messaging software QQ, MSN, etc., it is based on the integration between the B / S architecture and site of the seamless, providing platform of dialogue between sites and visitors, and it need not to install any software, you can make a dialogue through browser. The paper is to achieve a simple online customer service systems - Web QQ on-line customer service systems, hereinafter referred to be as WQ, a B2B model, based on