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Qilu Securities Call Center System

Author: SunWei
Tutor: ZhangLiQun
School: Shandong University
Course: Software Engineering
Keywords: Call-center Computer Telephone Integration Knowledge base
CLC: TP311.52
Type: Master's thesis
Year: 2013
Downloads: 17
Quote: 0
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Abstract


Call-center is one entity for customer service, marketing, technical support, and other specific business activities to receive and place calls. It provides users with many customer service information systems such as:telephone, fax, e-mail, and Internet etc. Make full use of communication networks and computer networks in a number of functional integration and enterprise as a single entity with a complete integrated information service system,dealing with requests, question, complaints, suggestions, advice and other services proposed by users for the enterprise, providing customers with better, more intimate "personalized" and "humane" service.Qilu Securities plans to create300call center agents personal work, and it is principally engaged in telephone commission systems and artificial agents services. The system uses VOIP seat, and it can be easily achieved the seat landing through Qilu Securities Network,and in Jinan center we will deploy200VOIP seats, the rest of the city where the sales department will deploy100seats VOIP. The seat voice calls use SIP protocol to achieve call-center-system-agent call management. Other cities are using local access method, and through the SIP protocol VOIP national voice networks with the center,and implementation of the Call-center system can achieve nationwide artificial agent services.Technical implementation aspects,we analyze the call center of the key technologies to determine Qilu Securities call center technology implementation. In communications,we follow the carrier-grade UC standards; In business, based on SOA and ESB (Enterprise Service Bus) architecture component platform; The interface, developers provide a full range of (CTI/IVR/Recording/agents/business) secondary development interface, and business platform developers can support multiple access devices and a variety of CTI middleware products;Integrated environment using component-oriented thinking, the J2EE architecture specification, component technology, XML technology and visualization techniques developed the perfect combination for J2EE-based enterprise application platform provides a component-oriented application framework.Business to achieve, through the call center business processes and functional seating needs analysis, focusing on the appointment to open an account, complaint handling, marketing and other ancillary businesses demand description.Call center interconnects with the company centralized trading system, the official website, CRM systems and internal office systems, ultimately to achieve the customer service and marketing, conducting customer information management, completing auxiliary marketing through intelligent outbound, providing operational support for the Call-center customer service representatives by establishing Knowledge base, establishing training management applications, etc.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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