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Research on New Generation Call Center System Based on XML

Author: ShiHongBai
Tutor: MaXianMin
School: Xi'an Institute of Technology
Course: Applied Computer Technology
Keywords: Call center CMM XML CTI IVR TTS
CLC: TN99
Type: Master's thesis
Year: 2002
Downloads: 130
Quote: 1
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Abstract


This article studies the call center system in the history of the development at home and abroad with the status quo , analyzes the problems and drawbacks of existing Hongfeng Call Systems Limited existing call center system , on the design of a new generation of XML - based call center system a complete solution . Basis absorb existing call center system advantages , the design and development of the new generation of call center systems based on software engineering theory as a guide , fully object-oriented approach ( including object-oriented analysis , design, development , and testing ) and state-of-the-art XML technologies. Established call center system based on easily to the needs of different industries to provide secondary development of complete solutions , has good scalability ; using software management tools , the use of the Software Capability Maturity Model (CMM) method . effective control and management of the various stages of the software development ; same time, based on two different hardware switches and boards to achieve architecture are given for different user needs . The new generation of call center systems software development Windows2000 operating platform , developed in VC 6.0 programming language environment . The new generation of call center systems can be a good solution to the problems of original system - rely on the database can only support traditional phone calls as well as structures and maintenance are programmers level . In the new system , the system itself , the data stored in the XML file inside , get rid of the dependence on the database ; increase Internet access in the foundation of the original traditional telephone access , from a Web site to provide customers with a direct access to the call center the way ; overcome the difficulty of system set-up and maintenance , to provide users with the the open secondary visual development environment , to increase the flexibility of the system . In addition, the new system in the original text of newspaper reading module (TTS) algorithm has been improved to improve the speed of the enrollment , which is another major feature of the new system . Finally, we combined the business sector call center system to specifically elaborated the specific application of the new generation of XML-based call center system solutions in the industry .

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