Application Investigation Of Voice Technologies For Telecommunication Call Center

Call Center, one of the new information services, is a typical CTI (ComputerTelecommunication Intergration) technology integrating voice, video and data, aiming at fast ?and efficiently transmission over the common communication network. Call Center is a client-serving system in which users use self-help services. This system provides a link between enterprise and the clients, therefore activating the information service market and offering infinite opportunities to companies.Taking the China Rail Communications (CRC) Call Center as a research background, this thesis probes into focuses such as call center, voice technology and the integration of the two, including basic operation modes and system architecture. On this basis, a practical, open and steady client service system is designed and accomplished.In order to meet the requirements of various clients and practical applications, thisthesis gives in great details the related key technologies of call center, such as CTItechnology, IVR (Interactive Voice Response) technology, voice technology and so on. CRM(Customer Relationship Management) and Web technology are also discussed in-depth bytaking into account the client relationship management.Then, the thesis presents a realization method of call center, focusing on the analysis of essential call center functionalities such as ACD algorithms and voice navigation techniques. The software control process as well as the practical application of voice technology of the call center is discussed in details.Finally, new ideas and suggestions related to the call center, voice technology and integration are given to improve the existing Railway Custom Service Center.