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Research and Implementation for Database Interface of Call Center in Telecommunication Industry

Author: ZuoZuo
Tutor: WangChengLiang
School: Chongqing University
Course: Computer technology
Keywords: Customer Service System Interface OCI DB-Library Three-tier structure
CLC: TM769
Type: Master's thesis
Year: 2002
Downloads: 117
Quote: 3
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Abstract


With the advent of economic globalization and the knowledge economy, the telecommunications companies will face more opportunities, is also facing serious challenges. How to gain advantage in the competition, which is placed in front of each telecom enterprises. Increasing user demand for services, promote enterprise services, many companies began a means services as call centers to improve customer service. Customer service centers abroad, also known as the call center (Call Center), it is based on CTI technology, a new integrated information service system. The latest customer service center includes a number of advanced technologies: the telephone exchange, computer technology, CTI, and intelligent network technologies. The traditional call center database design is a two-story structure, increasing with the continued expansion of enterprise applications and new applications, Layer 2 data processing structure revealed many problems. In order to overcome the flaws of the two-tier client / server architecture, the three-tier structure came into being, the three-tier structure on the basis of the traditional two-story structure adds a layer of application servers. This paper focuses on the following aspects: (1), the telecommunications industry is facing globalization trends analysis and computer technology applications in the telecommunications industry, the status quo. (2) Analysis of the ordinary call center database access, including the analysis of the strengths and weaknesses of the client-server model of the C / S. (3), modern call center database interface. Analysis of the advantages of the three-tier structure of the database access, combined with the new technology system model and the architecture of the modern call center database access. (4) According to the call center of development thinking, combined with OCI, DB-Library database access interface design theory, modern call center database interface to achieve its technology. Of this thesis research background database interface technology telecom customer service system and its advantages compared to the previous traditional customer service system uses database design is mainly reflected in the following aspects: ● Advancement: modern customer service database of more stringent requirements that add an application server in a traditional two-story structure, designed using state-of-the-art three-tier structure to overcome the two-tier client / server architecture defects. ● Security: the relatively high safety of the database system, such as SYBASE, ORACLE, and using an application server, the client and the database is isolated, so that the safety of the system is improved. ● Easy maintenance: a flexible configuration file, you can connect to the database by setting some parameters, convenient access to different databases. ● fast: database interface DB-Library, OCI function calls, making database access speed is faster than the traditional ODBC or some other method to access speed

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