银行呼叫中心系统交易网关的设计和实现 (1)

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1、哈尔滨工程大学硕士学位论文AbstractTheCallCentersystenlisbasedontheComputerVoiceSystemwhichmakesuseofthetelephone，computernetworkandothercommunicationnetworktoconnecttothebankserver．ThesystemprovidestheindexinginformationtotheclientthroughtheIVRandCRMsystem．Thesyrstemhasbeenimprovingtoaninformationservercenter

2、usingtheintemet．faxandvideomediawiththedevelopmentsoftechnology．ThereportprovidestwoaspectsofinformationabouttheBankCallCentersystemandthemiddlewaretechnologyaimingatthestudyofmythesis．Inthispaper，ageneralreviewoftheCallCemersysteminbankservicesisgivenatfirst．Then，coretechnologiesandintegratingte

3、chnologiesareexplored．Next，asetofsolutionschemessuitableforbankapplicationsareproposed．AnalysisfunctionofCallCenterSystemiSpresented．andconstitutionandbusinessprocessofthesystemtogetherwiththeintegratingtechniquesonbankdatabasesystemareresearched．CustomerInformationContr01System(CICS)iSanexcellen

4、tproductofIBMwhichofferstheon—linetranslationdisposalandtransactionmanagement．Thefunctionsofitofferontransactionprocessingenvironmentforbusinessapplication．ItiSsuitableforbankswhichhavealargenumberofsuddenlyincidentsintheon—linesystem．AccordingtothefunctionalrequirementsofCallCentersystemforBanko

5、fChina，thePaperhasdesignedandimplementedthetranslationgatewaysystembasedonCICSmiddleware．ThepaperanalysestheCICSfunctionsandthedesignmethodsindetailintheCallCentersystem．Thepaperpresentsthephysicalandlogicstructureofthetranslationgateway．Thedesigningandimplementsofthemaincontrolmoduleandprogramha

6、vebeendescribedindetailwhichconnectthefrontdesksystemandthebankserver．nletechnicalmeasurediscussedinthePaDerhasbeenappliedSuccessfullyontheCallCentersystemofBankofChina．anditiSaswellasontesting．Keywords：CallCenter；CICS；Transactionprocess；Systemdesign哈尔滨工程大学学位论文原创性声明本人郑重声明：本论文的所有工作，是在导师的指导下，由作者本人独

7、立完成的。有关观点、方法、数据和文献等的引用已在文中指出，并与参考文献相对应。除文中已经证明引用的内容外，本论文不包含任何其他个人或集体己经公开发表的作品成果。对本文的研究做出重要贡献的个人和集体，均已在文中以明确的方式标明。本人完全意识到本声明的法律结果由本人承担。作者(签字)：篮。至垒日期：2口僻∥月眵日哈尔滨工程大学硕士学位论文第1章绪论1．1银行业呼叫中心的发展目前，银行业客户服务中心建设走在了我国客户服务中心发展的前列。它