The design and implementation of large-scale call center management system

Abstract

With the development of call center, its business become more and more sophisticated. Its scale is also increasingly large. And its integrated subsystems become more and more. These make it very difficult to manage a large-scale call center efficiently and economically. Considering this problem, the organization of large-scale call center is combed firstly in this paper, and the functions of subsystems are analyzed. Then a scheme of large-scale call center is designed. Finally, a large-scale call center management system based on improved J2EE architecture is implemented. It is proved that the system has successfully overcome the difficulty in large-scale call center management, solved the problem of low management efficiency, and achieved intelligent management and scientific decision-making. The system can meet the requirements of large-scale call center very well. © 2011 Springer-Verlag.