Design And Implementation Of Corporat Call Centers Controlling Application Subsystem

In today’s world of Internet technology unceasing development, the computertechnology, communication technology high speed update, make world economypresents unifinication trend, the majority of enterprises to strive for greater economicbenefits, ensure its strong market competitiveness, in the fierce competition situation,the enterprise customer service ability and level is particularly important, particularly insome large enterprise. So how to improve the level of service, to enhance the customer’ssatisfaction and loyalty to enterprises, enterprises maintain normal, sustained, stabledevelopment and in numerous competitor, occupied a certain market share? Enterprisecustomer service center is very good for enterprises to solve the problem. An enterprisemust through the construction of service in place, convenient and efficient customerservice call center to have their own customer service. Customer service center the mostbasic tool is the call center (Call Center), modern call center, make full use of thetelecommunication network and computer network is integrated with multiple functions,enterprise com. Integrated service system. Call center, is the user telephone dial-upaccess, including fax access, computer and modem dial-up connection (Modem) andthrough the Internet address (IP address) to access and access the call response center.Call center based on CTI technology, using the digital processing, computer network,communication technology, it and enterprise business system supplement each other, toprovide a complete information inquiry service system.In this paper, the design and implementation of a computer based board call centermaster control program. The call center system using software developmentenvironment is Windows as the operation platform, program design in VC++6.0language development environment, in the PC platform to achieve a small call centersystem. The call center can realize the automatic answering, automatic call distribution,the manual answering, recording, within call, call, call number of internal externaltips and information management, business statistics and other functions. Discusses thedefinition, history, call center, meaning profiles, expounds the research background andthe significance, proposed the related technology, design and needs analysis, discussed the implementation of call processing layer. According to the voice card ACD capacityrelative to the switch weaker facts, this paper takes a relatively flexible algorithmstrategy, avoid the use of a single algorithm. This paper uses a tree data structure, Winsocket communications software technology, combined with an improved queuingalgorithm, designed and completed an interactive voice response system. Interactivevoice response system by voice navigation, guide clients through the button to select thetype of service, can realize call free distribution, but also can ensure the call center andthe expansion of demand change, its operation is simple, clear structure, make theenterprise achieved the desired effect.In this paper, the design of the call center has obvious characteristics, it is in thetraditional call center based on a number of additions and improvements: firstly,according to the ACD queue uses the linear weighted algorithm and prediction ofwaiting time algorithm, the two methods are introduced, which can greatly improve thepractical efficiency of call center. In the functional design, the traditional recordingfunction were improved, adding a number of line without interfering with recordingtechniques, the use of the recording, playback mode on the backup client services to theentire process of the recording track, the call center also designed an alert services,tracking services to the entire process, once appear problems, on the screen display andalarm, effectively improve the practicability of.