中小型呼叫中心系统建设方案

关于中小型呼叫中心系统建设方案的讨论CONSTRUCTION OF SMALL AND MEDIUM CALL CENTER SYSTEM ON THE RESEARCH PROGRAM摘 要：呼叫中心（Call Center,又称客户服务中心）起源于发达国家对服务质量的需求,其主旨是通过电话、传真等形式为客户提供迅速、准确的咨询以及业务受理和投诉等服务。本论文的呼叫中心系统的界面以及功能开发主要运用了 java 编程语言,其数据是通过 Oracle 数据库进行管理。本论文着重介绍呼叫系统的建设以及系统的主要功能.本论文所讨论的呼叫中心系统是为中小型公司对客户服务的统一、高效的全操作业务平台,实现了该集团产品的服务的现代化、信息化，同时秉承了公司一切为了客户的服务宗旨。本论文所讨论的呼叫中心系统为客户提供了产品介绍、产品故障在线解决、产品上门服务预约、产品预订等功能。用户在拨打客户热线时,统一由呼叫系统自动转移到语音导航模块.系统后台主要是客户信息的有关处理、保存和显示每一个客户的来电记录、产品订单记录、用户建议等功能。该系统同时需要中国电信、中国移动、中国联通运营商的有关支持。关键词：呼叫中心系统；建设;Java;转移;Construction of small and medium call center system on the research programAbstact: Call Center (Call Center ， also called customer service Center ） originated in the quality of service in developed international demand， its theme by phone， fax and other forms to provide rapid， accurate consulting and services such as business acceptance and complaints. Call Center system interface and function development mainly using Java programming language， its data is through the Oracle database management. This paper mainly introduced the construction of Call Center system and main functions of the system.Call Center system for middle or small Company is joint—stock company to a customer service uniform, efficient whole operation business platform to realize the modernization of the group product ， service ， and receives the company information of everything for the sake of customer service purpose 。 call c...