新一代银行呼叫中心座席应用系统的设计与实现

Design and implementation of seating system of new generation for bank call center

充分运用J2EE、WEB2.0和XML+XSL等技术来实现银行的软电话、客户信息运用、客户数据控制和员工质量考评等功能,针对现有银行座席应用系统功能单一、功能模块不完整、客户数据无法实时同步、客户满意度不高、服务效率低、可扩展性不足等问题,设计并实现了新一代银行呼叫中心座席应用系统。回顾了现有呼叫中心的发展情况及发展趋势,按照软件工程的开发标准针对银行座席应用所面临的问题从系统分析、功能设计、逻辑结构设计和功能模块设计等方面对系统的设计和实现展开分析和论述。

A new seating system for bank call center using technologies including J2EE, WEB2.0, XML＋XSL is designed. The achieving functions include softphone, use of customer information, customer data control and staff appraisal. A seating system of new generation is designed and implemented to offset the deficiencies of the current seating system such as single function setting, incomplete functional module design, poor stability of transformation from IVR to handle services, voice instability, and difficult to expand for the system. The development of the existing call center is retrospect. According to standard criterion of software engineering, the system is analyzed from following parts： design of custom demand, contracture of the system, data structure design and function realization.