Design Of Telecommunication Call Center And It's Key Technologies Research

With the globalization, internationalization of the market of the international economy, the market of China Telecom of opening in an all-round way, keen competition is taking shape progressively, as the communication operator, the service is a edge toll that enterprises contended for the market, it is the base that enterprises survive and develop, how to deepen the intension of serving constantly in the fierce market competition, service competition day by day, expanding the service field, innovative service mode, improve the customer to the satisfaction serving, then expand market share through promoting the service quality in order to keep the customer here, become untiring pursuit of every operator and key link of making the competitiveness too.Modern call center become customer key part, relation of administrative system as enterprise and customer way exchanged to go on. It utilizes Computer Telephony Interation (CTI) to communicate and combine with computer. Use the simple and convenient information of obtaining of the family, thus improved service quality, enhancement competitiveness to the customer, it reduce it manage expenses, and can whole day round-the-clock service, with network technology not global, especially swift and violent development of Internet technology, call center system is move towards the network technology by ordinary phone gradually, its communication means is traditional telephone, IP telephone, network website and set of the E-mail . Have incomparable advantage of traditional customer ways.This text has carried on further investigation on the key technology of call center, development trend, pass the detailed analysis of the customer service demand of telecommunication trade correctly, current situation, development plan and whole demand for according with telecommunications of Kweiyang have carried on the business platform of the call center of multimedia of new generation, called out the procedure, database etc. to design. The main research contents include:1. Further investigate call center CTI, IVR, intelligence to set up course line up odd items of key technology.2. Pass to call center business analysis, function of demand, range of application, etc., combine the technological development trend of call center, propose the construction frame of the call center, including the system is built up overallly, group'snetwork principle, group's network scheme.3. According to the current situation of telecommunications of Kweiyang, further investigate the concrete design plan of the telecommunication call center of Kweiyang. And we has analysed to the question existing in this scheme, in order to improve further in next research work.The construction in China of call center begins with 1990s,during short a few years, call center attract a large number of producer and enterprise throw oneself into among them with advance, convenience that use advantage of technology their, having formed a new trade of flourishing development, new technology, new function emerge in an endless stream. Pay close attention to the development trend of the call center, introduce the new technology in good time, and build the advanced customer service system on this basis, it will be a calm a great magic weapon in the face of the market of telecommunication operator.