| With the development of economy and technology, the competition among enterprises or institutions is more intense.In order to increase the competitiveness, the building of customer service center is getting more attention.Besides, the development of computer technology and communication technology has also accelerated the pace of the development of the call center,and the related technology of CTI(Computer Telephony Integration), IVR(Interactive Voice Response),ACD(Automatic Call Distribution) has been widely used. The development of customer service center system has been developed from the early simple customer service hotline, but now it Increasingly becomes mature call center system, and the build of the matching call information management system also has improved maturely. Modern call management system has better features, not only on incoming and outgoing calls, but also on customer information, enterprise personnel, work flow,statistical analysis and other work.Based on the research and analysis to the call management and call center technology, the thesis design and accomplish the method of metro customer service hotline system which based on IP voice technology. The whole system is divided into call control section and call information management section, the call control part for controlling of telephone call, the call information management system is mainly based on Java EE architecture and SSM( Spring + SpringMVC + MyBatis)framework and complish the hierarchical design of each functional module follows the MVC design ideas to achieve the management of call information and user service information. The system uses an easy operating and stable performance database, which is the relational MySQL database.The system is convenient for users to quickly and accurately inquiry and controll call or service information, improve the quality and efficiency of services, the system can be simply operated, conveniently maintained and easily expanded, which can be used for different types of customer service call center. |
