This system has many significant advantages in business and technique.Integrating the soft-phone functionality and business functions into a user interface improves the working efficiency of the agents and reduces the waiting time of customers.Using the Applet and JMX(Java Management Extension) technology builds the monitoring interface for agents and agent groups.The manager can use this function to compare the working efficiency of all agents in real time.This way strengthens the management of the agent.The use of Ajax technology improves the user experience of the system.At the same time,provides many reports which help forecast of sales for management level.Compared with other papers,this paper is more focused on building practical applications based on the computer technology and real business.This system implement many typical functions which are client views of management,business consulting,support marketing,market research,customer care,outbound call management,message center, operations management and report.The module design of the system is reasonable and the operation is simple.So these simplify the daily operation of agents and improve the management of the call center.
