Based On IP Call Center System Design And Implementation

The modern call center communicate between business and customer become the core section of customer service system. It is the use of computer communication technology (CTI) combines the communications and computer together, so users can more easily access information, which not only greatly improved the quality of service to customers and enhance the competitiveness of enterprises, reduce management costs but also With 7×24 hour service. With the global network technology, in particular the rapid development of Internet technology, Call Center system gradually from ordinary phone into the network, and its means of communication include traditional telephone, IP phone, web site and e-mail and other means, it has a traditional way of customer service incomparable advantages.With the development of China's telecom industry, the increasing number of telecommunications users, the use of telecommunications business operators and telecommunications service disputes are increasing year by year, in order to solve this problem, consider the construction of the National Telecommunications Users Reception Center this paper is for the National Telecommunications Users Reception Center building programs for analysis of Call Center system design and implementation. This paper introduces the basic concept of Call Centers, development stages, given the architecture of the Call Center, and then introduces some key technologies (CTI, ACD, IVR). And the requirements analysis of the Call Center, including user analysis, services function analysis and services process analysis. Finally, in-depth analysis and discussion of the Call Center system configuration, management system setup program, network-building programs and other aspects of the design and implementation.