华为客服呼叫中心业务子系统的设计与实现-软件工程专业论文.docxVIP

哈尔滨工业大学工程硕士学位论文 哈尔滨工业大学工程硕士学位论文 Abstract With the rise and development of the new technology of the Internet and other IT industry,connotation and extension of the call center concept has also been an extension of.The call center is considered to be a platform, it not only has to pass, and also has the exchange function;Provide a variety of services, the integration of a variety of communications media Telephone, Fax, Email and Web technology,especially equipped with a variety of automatic application system, combined with traditional enterprise management business processes,really realize the integration of computers and communications, and produce a very broad application space.Explore customer potential for the effective use of existing resources to support the business benefits of continuous improvement and enterprise customers satisfaction, enterprises have set up a call center. By the industry as well as the differences in the impact of various enterprise business, call centers in various forms.Huawei understand the basis of the call center market demand,characteristics of the telecommunications, finance, insurance, and securities industries as well as the current new situation,introduced advanced based CTI (Computer Telephony Integration), Web Application Technology, new Intess-intelligent call center system.On this basis, the combination of the characteristics of the actual situation and needs changing,business modular component design thinking, analysis of the composition of the system and software design patterns,the advantages of the use of technologies such as Struts, Spring, Hibernate design system architecture,laid the foundation to improve system stability, reliability, flexibility and scalability. Huawei customer service call center operations subsystem using three subsystems the java call processing, business processing and database,call processing subsystem handles traffic spliceAutomatic voice answering, artificial answer, artificial exhaled, reco