The Application Of Speech Application Language Tags In The Call Center Of Enterprise

The call center is a brand-new modernized service mode which is fully applied at present. It's the hotspot in the field of CTI at present too. Call center is based on CTI technology. The system has collected voice technology, calling disposing, and computer network, and database technology in the integrative system. At the present stage, customer's service quality becomes the competition focus of the enterprises more and more. The call center receives the attention of various fields as a bridge linking up the customer and enterprise.At present, the solution of call center of the domestic enterprise layer has already been well developed. But as an important mutual way of call center, the Interactive Voice Response is always realized through traditional and limited measure. Based on this situation, the mutual intelligence platform based on standard of SALT 1.0 has been improved as follows.Pointing to the question caused by various kinds of self-defining scripts and the complex procedure to IVR platform, the mutual intelligence platform has adopted script language according with SALT 1.0 standard. It is easy to manage. The business datum can be produced adaptively through gathering data on enterprises application layer. The developers do not need redefine the voice file or upgrade the procedure script with the change of customer's demand. The system communicates with customers through TTS or webpage, getting rid of the repeated tedious course of recording the voice file.The traditional call center's IVR system has such problems as the complicate script definition, tedious voice data reconstruction, high cost of maintenance, and the difficult secondary development. To solve these problems and meet the need of present enterprises call center's interactive response service, we use the script language according with the SALT 1.0 standard. The system can provide traditional telephone voice service, and also combine with Web service closely. According to the difference of customer's access method, this system provides different reply method such as webpage and voice. The speech business can be expanded conveniently according to the requirements, and the system will have low cost of the secondary development and maintenance. It has good elasticity and stronger generality which meets needs of present enterprise development.