A Design And Realization For Computer Telephony Integration Call Center

This article analyze the principle, content and program interface of CTI, which is the important technique of call center .The reason, is the tremendous requirement of market and the intension of business.This article introduces the technique and system formation of traditional call center and call center base on the Internet .The research trend is how to integrate the traditional and Internet call center. That call center is muti-communication system.Designed Call Center, as well as Customer Care Center, is an interactive incremental operation, which is based on communication and office equipments, such as telephone, fax, Internet and computer. It is an integration of marketing telephony center, sale telephony center and service telephony center.This article deeply analyze the technique of CTI and technique of call center and design the system formation of call center and integrate the Internet, discuss to integrate and develop the technique of CTI and call center and integrate traditional call center and technique of Internet.