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Design and application -based the CRM philosophy bank call center system

Author: JinXiao
Tutor: SunWeiChi
School: Fudan University
Course: Software Engineering
Keywords: Concept of CRM Bank call center system Multimedia Access Outbound marketing
CLC: TN99
Type: Master's thesis
Year: 2011
Downloads: 75
Quote: 0
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Abstract


With the intensified competition in the market gradually , China Merchants Bank, the original call center system is increasingly unable to meet the banking needs of the customers , mainly , not enough depth of services provided by the bank call center , and not according to the different requirements of each customer to provide the appropriate service. To this end, China Merchants Bank is designed to develop based the CRM philosophy bank call center system , not only can increase customer access systems , and analysis capabilities of the information collection and user information through the CRM system users , can help agents understand the customer 's basic situation , so as to provide targeted services to customers . First analysis of the deficiencies of the existing bank call center system in China Merchants Bank , and clear the current inadequacies of the China Merchants Bank call center system lies in the lack of customer-related data analysis . On this basis , China Merchants Bank, the needs of the call center system and the use of the CTI technology on the overall structure of the call center design , including how to use the lightweight J2EE framework based on Struts Spring Hibernate to provide customers with services based on the concept of CRM One focus of the study .

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications
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