The Design And Implementation Of A Multi-structured Call Center

A Call Center (CC) is a system which serves as the bridge of communication between enterprises and their customers, providing information for the latter. Based on the technology of Computer Telephony Integration (CTI), the Call Center provides a hardware platform combining the products of communications network and computer network, and integrating services of telephone enquiry and customer concerns into the whole system. It is found with the advantages of user-friendly service interfaces, automatic directory enquiries, fast processing and nonstop services, by which the customers could easily get the information they need.This thesis is intended to design and implement a Call Center of long distance education network by studying the workings of the Call Center, Automatic Call Distribution (ACD), Voice over Internet Protocol (VOIP), Short Messaging Service (SMS), and Text to Speech (TTS), as well as their applications. By adopting the idea of separating operation from exchange and a multi-structure model, the system is divided into four layers, namely, the access layer, the control layer, the implementation layer and the system resources layer, which enable the synchronism and independence of data and exchange simultaneously.The thesis also suggests some new thoughts concerning the improvement of the Call Center, voice technology and its applications.