Research And Implementation Of CTI

At the growing digital information stage, quality of company's information service is connected with company's fate. Creating a company's CTI is one of the main way to proves quality of company's information service.Call center also named Customer Service Center, Customer Care Center, Customer Connect Center and Customer Support Center is a product used for receiving and sending calls which plays a important role in customer sevice, marketing, technology supporting and other special commercial activities, supreme and convenient service can be provided for kinds of people in different professions. This text is established in the system of navigation, it has successfully implemented voice input-output fuction, intelligent distribution of telephone and the procession of booking ticket, especially worth talking, it can automatically show the message about the members' information such as telephone number,name, idcard, address and the records of booking ticket when the member himself call the system using the telephone which was alseo recorded in the database of the corporation. Accordingly the system can connect the phones somebody calls to the seat number which the caller has appointed. High-quality service has supplied conveniently for all of users. In a word, it is a specialized intelligent bothside booking system which has successfully put traditional calling fuction, user intelligence regonization and booking procession together.This article introduces the development and structure of CTI. Combined with practice use, it also introduces how to design and realize a company's CTI.The full text altogether divides into seven parts. The first part has mainly expounded the topic research background, the topic origin and the article whole introduction; Second part introduces and compares C/S and B/S molde, proposing C/S and B/S unify strategy; The third part mainly carries on the introduction to the call center; The fourth part, union project, proposes the call center demands and the design proposals; The fifth chapter ,taking demand and the design as basic, has expounded how to realize the call center system; Sixth chapter introduces how to realize call center system.