Development And Implementation Of Enterprise Call Center

Call Center(CC) is a kind of efficient and complete solution to the problem that many corporations have to face in a competitive information society,that's the way in which services providers exchange information with their customers.CC,which can provide customers with high-efficient,high-quality and quick services,is mainly a phone-based information reply center,and also a CTI-based multimedia management system.In this thesis, the author fully discusses main techniques used in a CC according to the process of developing it.A CC generally bases on a LAN,so the author describes the main points about LAN such as transfer media,network topology and Media Access Control(MAC);On the other hand,TCP/IP protocol are very important to develop a CCS.In the software point of view,there are several kinds of API used to develop a CC which are named SOCKET,TAPI, TSAPI,JTAPI and database SQL API.SOCKET came from UNIX BSD and named WINSOCK in Windows.The author care much more details to develop a CC software based on WINSOCK,there are some description about developing in this thesis.The author has done research on how to construct a CC.More details focus on the core of a CC,including ACD,how to improve the performance of ACD and how to construct ACDs functions in a more reasonable and reliable way is involved as well.