Shenyang Post 11185 Customer Service Center System Design and Implementation
|School||Beijing University of Posts and Telecommunications|
|Keywords||customer service center CTI computer telephony integration interactive voice IVR communications network computer network|
With the development of information technology and changes in postal business model ,to improve the standard of service for "information, fund, kind" closely integrate and expand postal services market, China Post decided to build customer service center.This paper proposes building program around Shenyang Post Customer Service Center building program. Follow function advanced, easy expansion, select the system hardware equipment. Through application of key technologies, such as computer telephony integration (CTI), interactive voice response (IVR) etc., have communications network and computer network organically been combined, make a variety of customer more convenient through different access ways. Used modular design, object-oriented technology , operate various business into independent subsystems, the database and business prospects are separated from each other so that carrying a new business more convenient. Connect in security with the post integrated networks and financial network, the functions of the system even stronger.The system has been designed to give full consideration to the safety of visits and data transmission, the safe operation of connecting the post integrated networks and financial network. This article describes the design of voice response system , have a separate process for each order, inter-process communication used a combination of methods that signal and sharing memory.To achieve business networks, and delivered stronghold advantages, the development of e-commerce, has developed a Customer Service System subsystems, this paper outlines this subsystem for booking ticket functions of development and the realization, hierarchical structure, the key technologies. After Customer Service Center built, we have a good social and economic benefits, have received more than 30 national postal departments to visit and study it. Building program of the Customer Service Center System, technology design and realization of the functions ,have promoted many in the postal sector.