基于J2EE框架的电信客服知识管理系统的构建

【作者】 周健；

【导师】 戴开宇； 曹邦伟；

【作者基本信息】 复旦大学 ， 软件工程， 2008， 硕士

【摘要】 客户服务中心又称为呼叫中心,是运营商对外服务的窗口,用来向客户提供业务咨询、业务查询、业务受理、投诉建议等各类服务。建立呼叫中心,可以提供与客户沟通的多种渠道,提高运营商的服务质量和客户满意度;通过呼叫中心还可以开办多种业务,进行新产品和新业务的宣传;呼叫中心同时改善了运营商内部的管理体制,提高了工作效率;另外,呼叫中心通过对收集到的大量信息和数据的分析,能为运营商的再发展提供决策依据。知识管理系统作为一种新型的管理系统,是呼叫中心客服系统中一个重要的组成模块,它实现了运营商运用集体的智慧,提高企业员工的应变和创新能力,从而提高企业市场竞争力的需求。该系统通过信息技术的引入来降低知识共享和处理的成本,加速知识的扩散和传播,促进知识的创造与整合。系统实现了对运营商的各种文档进行管理及查询检索,从而提高业务流程的效率和有效性。本文分析了电信呼叫中心知识管理系统建设依据的理论基础,同时结合系统的需求分析、关键技术、模块开发等内容,对整个系统的基础理论、业务模型、技术架构、设计框架、需求分析、功能设计开发等进行了阐述说明。在设计架构部分,作者介绍了系统的需求分析、功能模块划分方案、数据库结构、技术架构、网络架构、软硬件体系结构,并采用了J2EE框架作为系统的技术架构基础。在关键技术部分,作者根据自己研究的内容,重点描述了系统的模块设计以及功能划分,J2EE框架的构建,以及创建和管理知识文件,通过搜索引擎建立索引提高知识文件查询访问速度的整个过程。在本文结尾部分,作者肯定了呼叫中心知识管理系统今后的应用前景,并对未来呼叫中心知识管理系统的发展提出了自己的见解。更多还原

【Abstract】 Customer service center, which is known as call center, acts the window of external service to provide services of business consultation, business query, business acceptance, complaint and suggestion, etc for customers. The establishment of call center, can provide a variety of communication channels with customers, and improve service quality and the customers satisfaction of operators. Call center can also offer a variety of business, publicity of new products and new business. At the same time call center can ameliorate the internal management mechanism of operators and improve working efficiency. In addition, the analysis of a large amount of information and data on call center, can provide decision-making basis of further development for operators.As a new form of management system, knowledge management system is an important component in the modules of call center customer service system. Knowledge management system enhances the adaptability and creativity of the staff of business enterprise by using the collective wisdom of operators, and realizes the requirement of increasing market competition. Through the introduction of information technology, the system can reduce the cost of sharing and handling of knowledge, and increase the speed of spread and diffusion of knowledge, and advance the creation and integration of knowledge. The system realizes the management, query and retrieval of various documents, and enhances the efficiency and validity of business process.This thesis analyses the system building of call center knowledge management system of telecommunications industry, based on the theoretical basis. The thesis explaines the based theory, business model, technology architecture, design framework, requirement analysis, function design and development base on the contents of requirement analysis, key technology and module development.In the part of architecture design, the author introduces requirement analyse, partition of function module of the system, database structure, technology architecture, network architecture, hardware and software architecture, and using J2EE framework as the basis of technology architecture. In the part of key technology, the author describes the entire process of module design, partition of function, building of J2EE framework, creation and management of knowledge documents and increasing the speed of accessing knowledge documents by search engine index, based on the study of the author.In the last part, the author affirms the application prospect of call center knowledge management system, and illustrates his point of the development direction of call center knowledge management system in the future.更多还原