Research And Implementation For Database Interface Of Call Center In Telecommunication Industry

With globalizing of economy and coming of the knowledge economy, the telecommunication corporations will encounter more opportunities and more austere challenges. The question how to get an edge on the competition is confronted with all telecommunication corporations. To satisfy the customers' demands, telecommunication corporations should pay much more attention to services. So many call centers are established to improve the services. Customers service center, called call center in foreign countries, is a kind of new integrated information service system based on CTI technology. The up-to-date call center include many kinds of advanced technologies: telephone switch,computer tech,CTI and IN. Traditional call center database is designed with two-tier structure. With the extension of the old application system and the addition of new application, many problems occurred on the two-tier structure. So three-tier structure is produced. The three-tier structure adds an application server on the two-tier structure.The paper research the following below:(1). Analysis on the globalization trend of telecommunication industry and the application of the computer technology in the telecommunication industry.(2). Analysis on the current condition of the database access on Traditional Call Center, including advantages and disadvantages of C/S model.(3). Research on the database interface of Modern Call Center and analysis on the advantages of database access in the three tier system, bring forward model and structure of modern Call Center combining with new technology.(4). According to the development idea of Call Center and combining with design theory of database access interface of OCI&DB-Library, the technology of database access interface of Modern Call Center and its implementation is researched.The paper focus on the interface technology of the database of the telecommunication customers service system. Comparing with the traditional design, the advantages of the call center are following below:● ADVANTAGE: To overcome the limitation of the C/S model, three-tier structure design pattern is applied.● SECURITY: More secure database system is applied such as Sybase or Oracle. A application server is added to isolate the client with database. So the system become more reliable.● MAINTAINABILITY: User can access various database by setting connection parameters of database in the configuration file.● VELOCITY: The velocity of accessing database by calling the functions of the database interface such as DB-Library,OCI is faster than that by ODBC programming and other methods...