Dissertation
Dissertation > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications

Design and Implementation of Call Center of Shenyang Unionpay Branch

Author LiuWenBo
Tutor WangJian
School Northeastern University
Course Applied Computer Technology
Keywords Call center UnionPay CTI IVR FlowMaker
CLC TN99
Type Master's thesis
Year 2008
Downloads 53
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Under intense market competition environment, How to enhance the customer satisfaction, and acquire the confidence of the customers, is the modern enterprise most matter of concern. With the development of Computer Telecommunication Integration and communication, network, multimedia and distributed computing technology, the call center has already become the important means that enterprises communicate with the customer. Now, there are more and more enterprises have had their own call center and used it in the information consultation and after service. The call center is applied successfully the telecommunication, the postal service, the bank, the medical service and so on each domain.In this paper the development trend of call centers, according to the Shenyang UnionPay their business needs and itself service demand, the design has implemented the call center construction. Shenyang UnionPay has greatly enhanced the efficiency of the enterprise and quality of service, After the Shenyang UnionPay call center completes.not only provides customers with personalized service, and enhance the economic efficiency of enterprises, the development of enterprises toward higher level.The design and implementation of the call center system of Shenyang UnionPay is discussed in the thesis. Above all introduced the call center’s development and the significance which establishes in the Shenyang UnionPay, The second chapter introduced the call center correlation technique simply. The third chapter elaborated in detail the UnionPay call center’s overall demand as well as system design’s feasibility, the system design principle, have carried on the detailed analysis design from the correspondence to the flow and the interface routine. The fourth chapter is the call center realizes the part, has realized the system design complete function, narrated the major function realizes the process. The fifth chapter is the measurement component, to the UnionPay call center which completes carries on the service test. Finally is to the call center technology forecast.

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