Design call center management system of e-commerce based on BP neural network and multifractal

Hongsheng Xu, Ruiling Zhang*,

Abstract

Call center is the automatic answering system with the experience of artificial agents, maximize customer satisfaction by means of efficient intelligent program-controlled switches allocation, computer telephony integration. This paper uses PHP technology to achieve call center management system of e-commerce based on B/S model. Call center includes call center platform, seat call center management platform, e-commerce service platform and the platform of knowledge service. The system uses BP neural network to classify the customers and employees queue, traffic forecasting and optimization of call center scheduling using the multi fractal, in order to improve the quality of customer service and reduce operating costs