摘要
分析了家电类制造企业呼叫中心的设计原则,并从业务支撑、增值、接口和实现等4个层次详细讨论了其分层体系结构,设计了呼叫中心的软件方案并应用J2EE技术实现了一个呼叫中心的后台管理系统,并成功应用到制造企业中.
The development principles for household appliance manufactory are analyzed; and then its architecture is discussed from service support, service-added, interface and implementation, etc. in detail. Finally, by using J2EE technology, a customer management system （CSM） is implemented in a household appliance manufactory.
出处
《武汉大学学报（工学版）》
CAS
CSCD
北大核心
2005年第4期88-92,共5页
Engineering Journal of Wuhan University
