Design And Implementation Of Enterprise Call Center System

CTI is new developing computer and communication technology. Through using the latest digital treatment technology, CTI becomes very active application on the basis of technology of the computer, network and communication. The Call Center (CC) is a replying center that treats with the phone call from client. With the rapid development of telecommunication and computer, the solution based on CTI has been become the primary solution of the CC. The CC collects a voice technology, 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 CC receives the attention of various fields as a bridge linking up the customer and enterprise. Studied on the call center and the CTI foundation, proposed based on the switch call center solution, completed the match machine manufacture enterprise calls central the design and the realization, had many merits such as the comprehensive function, the good performance, and the interactive to other enterprise system. Emphatically discussed and realizes the interactive pronunciation reply subsystem, completed using China for the service production to the pronunciation flow disposition. Attends a banquet the subsystem uses the Microsoft.NET platform development, through the design service flow, reduced way and so on server burden enhances the software performance. Through uses XML exhales the agreement form, enhanced exhales the subsystem the performance. Through uses the Access database realization and the service system connection, through outside the on-line database realization and the service the net connection, completes interactive with the enterprise other systems. The smooth realization new old system was safe, is stable, the fast promotion. This system caused this handset manufacture enterprise to carry on the customer service work provides one good platform, could cause the company to maintain the good customer relations, and was allowed works one inspection basis as the customer grade of service appraisal basis as well as the staff, achieved the anticipated goal.