网通客服中心系统设计与实现

Design and implementation of Netcom customer service center

针对黑龙江网通目前客服中心应用的现状,对已有的客服系统进行分析和研究,结合客户公司的实际情况和需求,提出和实现了一种新的客服中心架构,改进了原有的客服中心实施模式,并且在原有的企业系统之上设计了客服中心的业务数据库系统。介绍了黑龙江网通客服中心的基本结构组成、各模块的主要功能及其业务实现,在对数据库访问三层结构设计的基础上,对数据库的应用服务器、代理服务器以及外部接口进行了设计。

Concerning the current situation of Heilongjiang Netcom customer service center, this paper studied the customer service system. Combining with the requirement and the real problem of the customers, the paper designed a new customer service center architecture, improved the original system. This paper introduced the system structure of the Heilongjiang Netcom customer service center, the main functions of all kinds of modules and the business implementations. At the same time, on the basis of the three layers structure of the accessing database, the application server,proxy and outer interface are also designed.