The Research Of Implementation For The Mergence Of Traditional Call Center And Internet By CTI Technique

This article introduces the principle, content and program interface of CTI which is the important technique of call center, and analyses the main reason of the rapid development of call center .The reason is the tremendous requirement of market and the intension of business.This article introduces the technique and system formation of traditional call center and call center base on the Internet. The research trend is how to integrate the traditional and Internet call center. That call center is muti-communication system.Microsoft TAPI 3.0 is a program interface which adapt the development of CTI and IP. TAPI 3.0 can support both PSTN and IP telephone. This article makes some design and research on how to integrate the traditional and Internet call center. Put forward some new designs of ACD.This paper gives a method call center which can call forward and outward. With the integration of database it will be very convenient to make call.This paper also gives some idea of the future call center and the development prediction of the call center.In the last this paper points out the main factor of a successful call center.