基于OSWorkflow的CRM呼叫中心系统中的工作流设计与实现
发布时间：2018-08-17 11:12
【摘要】：伴随着现代经济的发展和科学技术的日新月异,呼叫中心已经成为企业重要的组成部分。现代的企业都顺应时代的发展趋势,坚持以客户为中心来面对日益激烈的竞争,为了更好的提供企业的服务质量和工作效率,工作流作为一种先进的技术成为了各个企业争相发展的目标。本文在呼叫中心CRM系统的基础上进行工作流系统的开发,实现了一个完整可靠的呼叫中心工作流管理系统。 本文首先对课题研究的背景进行了简单的介绍和分析,提出了课题开发研究的内容和具体目标,旨在解决呼叫中心客户关系管理中工单处理的环节和效率问题；然后根据已有的系统平台和具体的开发环境,确定了OSWorkflow工作流引擎为主要开发的技术,对工作流系统的具体功能需求进行了详细的分析,把系统划分为包括工单、用户角色以及工作流在内的五大模块；其次,针对需求分析中的各个模块进行了详细的流程设计、类的设计以及数据库表的设计,完成了各个.模块的开发；最后根据各个模块之间的交互关系进行了彻底的整合,完成了呼叫中心CRM系统的工作流开发。 本文对完成的工作流系统进行了针对性的测试,包括模块功能测试以及系统性能测试,及时解决了测试中出现的问题。最后对工作流系统的开发进行了总结,同时对CRM中的工作流系统在呼叫中心中的使用和发展前景做了一个展望。
[Abstract]:With the development of modern economy and the rapid development of science and technology, call center has become an important part of enterprise. Modern enterprises conform to the development trend of the times, insist on taking the customer as the center to face the increasingly fierce competition, in order to provide the service quality and work efficiency of the enterprise better, As an advanced technology, workflow has become the goal of each enterprise. Based on the call center CRM system, a complete and reliable call center workflow management system is developed in this paper. Firstly, this paper introduces and analyzes the background of the research, and puts forward the contents and specific objectives of the research, aiming at solving the problem of the work order processing and efficiency in the customer relationship management of call center. Then according to the existing system platform and specific development environment, the OSWorkflow workflow engine is determined as the main development technology, the specific functional requirements of the workflow system are analyzed in detail, and the system is divided into worksheets. There are five modules including user role and workflow. Secondly, detailed flow design, class design and database table design are carried out for each module of requirement analysis. Finally, the workflow development of call center CRM system is completed, which is based on the interaction between each module. In this paper, the workflow system is tested, including module function test and system performance test, which solves the problem in time. Finally, the development of workflow system is summarized, and the use and prospect of workflow system in call center in CRM are also discussed.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
本文编号：2187427
[Abstract]:With the development of modern economy and the rapid development of science and technology, call center has become an important part of enterprise. Modern enterprises conform to the development trend of the times, insist on taking the customer as the center to face the increasingly fierce competition, in order to provide the service quality and work efficiency of the enterprise better, As an advanced technology, workflow has become the goal of each enterprise. Based on the call center CRM system, a complete and reliable call center workflow management system is developed in this paper. Firstly, this paper introduces and analyzes the background of the research, and puts forward the contents and specific objectives of the research, aiming at solving the problem of the work order processing and efficiency in the customer relationship management of call center. Then according to the existing system platform and specific development environment, the OSWorkflow workflow engine is determined as the main development technology, the specific functional requirements of the workflow system are analyzed in detail, and the system is divided into worksheets. There are five modules including user role and workflow. Secondly, detailed flow design, class design and database table design are carried out for each module of requirement analysis. Finally, the workflow development of call center CRM system is completed, which is based on the interaction between each module. In this paper, the workflow system is tested, including module function test and system performance test, which solves the problem in time. Finally, the development of workflow system is summarized, and the use and prospect of workflow system in call center in CRM are also discussed.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
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