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Project overview
This project was carried out from September 2003 to May 2004. The Lenovo Call Center system that has been planned and implemented currently owns 450 relay lines, 400 seats, 100M broadband network, 500 hotline engineers and 180 IVR port resources. The system is capable of provide 2000 telephone services and service for 200 thousand network users every day. The Stage III project implemented seven major application systems for presales, sales and post-sales business. It also achieves integration with 9 sets of information systems in Lenovo. The system enables WEB application, business implementation event driving mechanism and flexible customization of business flow. This system provides abundant customer service methods and completes the construction of internal and external knowledge database system, and is considered as the best call center system of enterprise level in China. In 2003, it is elected as "Best Calling Center in China" by the most authoritative call center organization "China CTI Forum". It passed COPC authentication in 2004 and became the only call center that has passed COPC authentication in China.
Project description
The system handles critical daily business including presales and post-sales business and suggestions and opinions business as well as investigation business, among which presales and post-sales business and suggestions and opinions business are daily affairs of the call center. That is to say, there are the problems to be solved by the consultants of the call center (telephone affairs representatives + operators) when they log onto the seat information system of the call center. The users call the call center through 800 Line and the telephone affairs system will switch the telephone to the consultant in the corresponding queue. The consultant will determine the users along with their questions and solve their questions through communication.
Technologies
J2EE, Oracle, Oracle OPS, WebLogic
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