The Design And Realization Of Sichuan Unicom Call Center System

To establish a system of Sichuan unicom call center can more effective, servicecustomers much faster, and reduce the operating costs. Establish integrated call center,is to improve the quality of enterprise service, perfect service channels, and increase thecompetitiveness of an important measure. Setting up Enterprise call center is hugeengineering system, which involves wide, and complex technology environment, that isalso very difficult. Telecommunication market growing competition situation, themarket will also change, starting from the customer have to benefit for transformation,from simple to provide basic services to provide more variety change situations of thenature of service, quality of service become the important factor of competition, thetelecommunications enterprise also began to attach importance to customer servicequality, and that service is the core competitiveness of enterprises. Telecom enterprisemust put the center of gravity location on customers, let customer satisfaction andloyalty, so that to gain a foothold in the competition.This system controlled by PaiDuiJi and cti inbound outbound business, thedistribution of the inbound automatically by the IVR treatment; not only using a webserver and e-mail server processing web browsing and email, but also by sending andreceiving SMS server processing. Provided at the front desk in the reclined at the tabledesktop traffic personnel connection control; information query and modification; therepair order entry, knowledge query and auxiliary function such as marketing strategy,part background management mainly accepts the business reception of subsequentprocessing and support for the front desk management function, including orderprocessing, knowledge processing, set tasks and so on.Through the phased construction, this system is now available to the user servicerequests to create contact record or automatically created and a series of processing, thecontent of the records and strengthen the function of SMS reply. More efficient serviceand call center system of Sichuan unicom customer management and companymanagement. That not only make Sichuan unicom service level and service efficiency isgreatly improved, but also make electronic business management gradually improved.