分布式呼叫中心CRM系统研究与实现

Research and Implementation of Distributed Call Center CRM System

针对中小型机构对灵活客服的迫切需求,在分析呼叫中心行业信息化现状的基础上,提出了一套切实可行的基于CompactPCI的分布式IP呼叫中心解决方案。系统软件设计采用Facade设计模式,辅以UML顺序图对模块流程进行说明。并将基于WebService的SOA架构用于集成系统的各个模块。实际应用结果表明,该方案实用性强,构建成本低,能够方便整合企业信息原有资源和业务流程,是构建新一代中小企业呼叫中心CRM系统的理想解决方案。

Aim at the urgent demand on customer service of small organization, this paper analyzed the information-status, presented a solution of distributed call center CRM system. System Design used Facade Pattern and SOA.The application result indicated that it has vailability, scalability and the integration about information resource or business process.It was a perfect solution of call center CRM system,which was adapted to small scale enterprise.