VOIP Based Call Center Technology And The Realization

For the rapid development of the technology of the network and the trend of the combination of the three networks and other commercial reasons, the need of the real-time transmission of the multimedia data on the network become day and day important. The VOIP technology have had a rapid progress since it's appearance in about 1996 for it's cheapness etc. The protocols' coming into being and maturity (such as ITU-T's H.323, lETF's SIP and MGCP etc.), the application of the new technology of the network and the improvement of the bandwidth condition of the internet all will bring energy to the development of VOIP. Now, the VOIP technology is penetrating various fields with incogitable vigor such as IP telephony, video conference and VOD system etc.As the important part of the application of the telephony, the call center is aiming to the VOIP technology with the CRM's increasing need and the VOIP technology's maturity, the IP call center which was the result of the combining of the VOIP with the call center technology, not only have a more flexible structure but also have a more powerful function and is a more economical select.This paper discusses the VOIP technology and some relevant protocol standards, Call Center technology and the application of the VOIP technology to the IPCC. Finally, it suggests the program of the IPCC.