The Analysis And Design Of The Calling Center's Needs Of Weifang Television Broadcast

The other name of Call Center is Customer Service Center. It is an entity that can receive and send call. Customers can access call center system by several modernized artifice such as telephone, fax, Email, Web, SMS, white broad and so on. Basing on the help of auto-voice navigation or manual station, customers can access system database and obtain consultation information or finish other transactions.With the vehemence of the markets, all enterprises are facing the challenge that is never meeted. In the war, the enterprises that catching hold of the customers win the initiative. So the service quality to customers is very important. The call center will be extended and enhanced gradually and stepped into the artificial intelligence. It would become a future centralized whole set of the electrical communication business with increasing value. All kinds of business, all kinds of vocations with increasing value and all kinds of information service (entertainment and business) have a tight connection with the CTI technical and the application of the call center. The combined new style of "the intelligent call center" will indeed replace the traditional "service center", which was only serviced for the business corporation. CTT is a new telecom enterprise and need improve the service quality of itself by the effective way.As the increase of the business field of the corporation and the requirement of the service from the customer, the simple hot line situation could not satisfy the optimization of the service. In the meantime, the call center has been successfully applied at out seas. It brings excellent social benefits and economic benefits for the government and the corporation. So, it is recommended to build up an artificial intelligent call center with the advanced technical to provide the full-angle system managements and the control methods for the government and the corporation. The quality of the service and the core of the competition would be highly improved.The thesis would explain the management of the call center according to market analysis and the system design based on the artificial intelligent call center and following the concept of the business running basic. The main contents below include: the background of the business, the application of the call center business, the technical method, the business management and the technical safeguard etc.In this dissertation, the author summarized the enterprise standards, intelligent new technologies and the potential markets of CTI on the basis of its enterprise background. After the analysis of its national developing environment, the author interpreted that the development of intelligent CTI is the integrated applications of telecom ISPs, which can make good use of resources and keep the enterprise ahead.This paper had introduced the design scheme of intelligent CTI, including its hardware and software structures, technique characteristics and system structure. Then summarized the intelligent CTI's functions after analyzed the open system structure, expansibility, the strong routing function and system management and deployment.In the system design, the paper had realized the born system of the call center, the pew controls system, internet service system and IP customer system by script.The paper had interpreted the management issues of CTI from two aspects: Appropriative of call center and Intellective of call center outside . Then analyzedthe operation categories, running brightness and payoff methods of the pew wraps outside,profession hot-line,business enterprise switchboard.In this dissertation, the author proposed the intelligent CTI organization scheme, and used script to analyze CTI's soul—business born system, interpreted its potential functions. Better economic benefit can be made under the efforts of outstanding development and maintenance stuff, combining the potential functions of this system from the point of telecom and enterprise requirements.