Research And Implementation Of Small Call Center Based On Computer Telephony Integration

With the increasingly fierce market competition and enterprise business processes complication, a well-designed fully functional call center plays a role of redundancy and increase efficiency.According to the call center system function requirements of medium-sized enterprises, this paper based on the full study of CTI, speech synthesis and database technology, we select the appropriate voice card to develop a small call center with strong practicability on PC. We use C# and VB language, SQL Server 2005 to develop this call center in the.Net platform. This call center accomplishes some functions such as: Automatic Voice Notification, Automatic Answer, Message Recording and Information Management etc, besides that, it integrates GSM/SMS and accomplishes message group sending and receiving.The implementation of call center which based on Web, it effectively expands its range of application. System administrators can operate it freely at browser, even it can provide authentic 7*24 hour service for users, all of these could advance the efficiency of call center and corporate image greatly.