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On the Application of Object-Oriented Technology Development in Call Center
Summary: Call center products are a hotspot of current applications. Through this product, customers can enjoy the convenient and fax such as a convenient voice and fax. For business, establishing a call center for improving customer satisfaction, striving for customers and even growth profits. Current call center has been widely used in all walks of life, especially financial industries. This paper discusses the reasons and processes of object-oriented technologies from the experience and object-oriented technology. At the same time, the application of object-oriented technology in development, such as object-oriented design principles, UML technology, design patterns, etc., so that the design system has better reusability, easy maintenance.
Text: My unit is a information technology company that develops the target in the financial field to develop IT applications. With the development of financial electronic construction and the intensification of market competition between commercial banks, major commercial banks continue to provide new financial products through information technology, with a link to provide better services and integrate market channels. For example, banks have launched a call center to enable customers to enjoy 7 × 24 × 365 service without leaving home. As a technical backbone of the company's call center project group, I am fortunate to participate in the research and development, promotion and upgrading of the product.
Select the reason for object-oriented technology. The call center provides services such as language and fax by public telephone network, which is mainly composed of a voice server (IVR), fax server (FAX Server), and subsystems such as the Sitting (CSR). Our company's first generation of products mainly uses structured methods to analyze, design, and encode. This product is widely used in many banks in the country. Since our customers are different, our products need to be customized, and due to the different size of customers, the speech card may adopt different manufacturers of different products, so as the application promotion, the disadvantages of structured methods are gradually gradually It is displayed. The first is that the coupling between the modules is too strong, the code is not understood, and maintained. In the case of "Mission and Manual", when the engineer is maintained, local changes will also affect a large piece. In addition, the module is very poor, in which the company organizes the technical backbone to discuss, in order to find an ideal solution to change this situation. Previous developments made me feel that object-oriented technology is suitable for development of such application systems. So I put forward my ideas and preliminary programs and got the agreement of most participants. After the meeting, I officially wrote a technological improvement program, and a simple prototype is made by rapid prototyping and demonstrating the company's leadership and other technicians. The advantages of object-oriented development. Technical transformation proposal has been thumbs up with the prototype. In order to reduce the risk, and the individual subsystems of the call center are relatively independent and there are many similarities on the architecture, so I consider using a subsystem fax server that can use the call center as a pilot development. If the effect is obvious, it considers other subsystems. Transformation. During this transformation process, I used a variety of measures to achieve the expected purpose: 1) Application of object-oriented design principles. In the old system, mainly because the coupling between the modules is too strong, there are too many global variables, and there are too many CASE statements to cause system reuse and poor maintenance. To solve this problem, we use the characteristics of the packaged object to achieve information hidden. By abstract, the system is broken down into some mutual communication objects. These objects are hidden outside the implementation details, and the objects are only known between the other party, so that their coupling is greatly reduced, and it is possible to reuse. There is an important design principle in object-oriented design: the open close, it is to make it easy to expand when designing objects, but the premise of the expansion is not modified. This is incredible in structured programming, but I use the principle of object-oriented polymorphism. For example, this subsystem needs to use a fax card, and the fax card has a digital card with analog card, and the API provided by different manufacturers may not be the same. In the past structured programming, a set of boards, either code Full of Switch ... case statement. We use the polymorphic characteristics, and the commonality between the abstract board is used as the base class, and the specific board can be born from this base class. In this way, different boards are adopted by different subclasses and maintenance greatly increases. 2) User use of UML (Unified Modeling Language). Just like construction engineers need to draw architectural design, software engineers also need a modeling tool to design, communicate, write documents. UML as a standard for object-oriented modeling language, becoming my design. Many software engineers (including the previous me) have such bad habits: Sit down is to start writing code, the code is written while writing, sometimes there is a serious vulnerability, resulting in quality, efficiency discount.
