呼叫中心人工受理服务系统开发摘要呼叫中心作为企业与客户多渠道的接触窗口，随着技术的发展，其功能也有很大的丰富和扩充。呼叫中心同时作为企业的价值中心，越来越体现出它的优势所在。尤其在人工受理服务方面，由以前电话式接触，发展到现在的邮件、短信、因特网、传真等多渠道接触方式，实现的功能也越来越成熟。整个系统包括基本的客户信息类、客户咨询/查询、客户投诉/意见、客户回访、客户调查，故障申告等功能。通过简单直观的Web界面，应用电话、邮件、短信、传真等联系的方式，完成客户基本情况登记,多重处理，统计查询等业务。系统采用基于J2EE的三层结构，并用采用JSP+Servlet技术进行系统设计。客户层为话务员提供了可视化界面，业务逻辑层完成客户请求中相应的计算和数据操作，数据层存储、管理数据信息。采用多层结构的结构使得系统具有很强的伸缩性、通用性、兼容性和可操作性。关键词：J2EE，JSP+Servlet,呼叫中心，人工受理服务目录第1章绪论··········································································11.1研究背景···················································································11.1.1呼叫中心概述·······································································11.2呼叫中心的构成··········································································31.3呼叫中心管理的特点和要求···························································31.4呼叫中心系统中的人工受理服务·····················································3第2章开发工具与关键技术介绍·······················································52.1JSP和Servlet简介·····································································52.2Tomcat概述···············································································52.3SQL简介····················································································7第3章呼叫中心系统中人工受理服务的需求分析······························93.1系统需求分析············································································93.1.1数据定义·············································································93.1.2呼叫中心系统功能需求·························································103.1.3外部设备···········································································123.1.4呼叫中心、因特网和销售管理系统··········································143.2系统设计原则·································...
