To develop a Call Center Management System Intranet application using J2EE (Java 2 Platform, Enterprise Edition), you will need to have a good understanding of Java programming and web development. This application which deals with Automation of a call center, Recruitment, performance of call center executives, payroll management and also deals with Customer Queries. This is a nice topic this information we collected from seminar projects website, and our project student so much interested to develop this project. An intranet application is a software application that is designed to be used within a specific organization and is not accessible from the public internet.
The Modules of the Project are:-
- Customer Registration : This module deals with Customer Registration to the web site before querying to the call center Executive.
- Customer Queries : This module deals with queries put forth by the customer through mail.
- Recruitment Module : This module deals with Recruitment process of a call center executive
- Payroll Module : This deals with payment calculation of a call center employee based on the policies of the company.
- Employee Module : This deals with managing the call center employees and customers.
Hardware Requirements
- PROCESSOR : 32 BIT, Pentium “ IV
- RAM : 256 MB
- HARD DISK : 40 GB
- MONITOR : SVGA Monitor (800 * 600 RESOLUTIONS)
- CLOCK SPEED : 266 MHz
- KEYBOARD : 101 KEYS
- MOUSE : Logitech
- FLOPPYDRIVE : 1.44 MB
Software Requirements:
- OPERATING SYSTEM : Windows 2000/XP.
- FRONT END : XML, DHTML.
- BACK END : Oracle 90.
- MIDDLEWARE : J2EE.
- SERVER :Tomcat4.1.
Some specific tasks that you might need to complete include:
- Designing the database: You will need to design a database to store information about call center operations, such as call logs, customer data, and agent performance.
- Developing the user interface: You will need to create a user interface that is easy for call center agents and managers to use, and that allows them to access the features of the system.
- Implementing call routing: You will need to design and implement algorithms for routing calls to the appropriate agents based on factors such as availability, skill level, and workload.
- Integrating with other systems: If you want to integrate the call center management system with other tools that your organization uses, such as customer relationship management (CRM) software, you will need to design and implement appropriate interfaces.
- Testing and debugging: You will need to test the system to ensure that it is working correctly and fix any bugs that you find.
Some specific tasks that you might need to complete include:
- Designing the database: You will need to design a database to store information about call center operations, such as call logs, customer data, and agent performance.
- Developing the user interface: You will need to create a user interface that is easy for call center agents and managers to use, and that allows them to access the features of the system.
- Implementing call routing: You will need to design and implement algorithms for routing calls to the appropriate agents based on factors such as availability, skill level, and workload.
- Integrating with other systems: If you want to integrate the call center management system with other tools that your organization uses, such as customer relationship management (CRM) software, you will need to design and implement appropriate interfaces.
- Testing and debugging: You will need to test the system to ensure that it is working correctly and fix any bugs that you find.
Overall, developing a call center management system as an intranet application using J2EE Java will require a combination of programming skills, web development expertise, and knowledge of call center operations.