| In the 1990s, based on the telephony voice technology, telephone automatic response system appeared in our country, which was called "Telephony Bank System". Because the responding connection of its main sounds was realized through the board and restricted by the hardware, and the ability of development and software updating could not meet the needs of business development, Call Center based on CTI(Computer Telephony Integration)was introduced to our country in the late 1997, which has developed very fast in the recent years and been the persisting hotspot in the field of telecom and finance. Making use of the advanced technology like Private Branch Exchange, Computer Telephony Integration, Interactive Voice Response, Automatic Call Distribution, and so on, Call Center connects the clients accessing the banks through various call media, those qualified delegates offered by the banks and the computer system. Call Center offers the all-round service for its clients by the high communion and comprehensive management of the information, and at the same time it also leads to the gratifying reciprocation. Various platforms introduced by those relevant companies make the development much easier. INYESS developed by Huawei is one of them which includes the development system and products of PBX, CTI Server, CCS Server, IVR Server and so on. IVR System developed by the author is based on the INtess platform. It implements the control of voice automatic response, voice playing, telephone number receiving, fax, data sending, seat changing and so on. According to the needs of the certain bank, the author has developed the IVR program of Call Center which has been checked and accepted.The advantages brought by the construction of Call Center in banks are as follows:Great convenience will be provided beyond the time and space confines in the transaction of service. Call Center can offer 24 hours' all-weather knight service for its consumers.With more categories of business, the competition of finance department will be enhanced. Nowadays, services offered by Call Center are account transfer, inquiring, trade of foreign exchange, deal of shares and bond, and paying the expense of telephone, water, electricity and gas on the commission basis. The implement of the service not only enriches the finance service and facilitates the consumers but also improve the service images and the competition ability.Absorb capital and increase deposit. The improvement of service will definitely leads to rich reciprocation, the increasing of deposit and credit in the financing department. The isolated condition in various departments will be changed so that the information required by the clients can be collected in Call Center. The information can be used in all departments over and over again and provides basis for those policy-makers.Provide differential service for the clients to reflect the great-custom service.During the operation of Call Center, the information of the clients will be collected and files will be established. According to the classified information of the clients, various service will be offered to show the individualized service.Call Center will be the favorable channel for the banks to offer initiative service and business for the clients.The purpose of writing this essay is to grasp the developing method of SCE proficiently and finally achieve the application result after having known the systematical structure of Call Center. This system has been developed according to the relevant technological files of Huawei. From the discussion of the operation needs to the end of testing, three months has past. Based on IVR, this system has changed the dull codes into graphs which can be understood easily. It is so simple and can be used easily that it is really a new practice of the research and development method.At the beginning of this essay, the definition of Call Center, developing status and the technological features are introduced. It also illustrated the systematical structure of the INTESS platfo... |
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