The Construction Of Customer Service Center About System Basic On CTI Technology

Technique of CTI is the telecommunication technique and the computer technique developments and both blend gradually of outcome, the computer realm led to the communicate technique, the telecommunication equipments also increased the technical application of computer, the CTI application and equipment incline toward the solution of the customer service center to a large extent, having nearly half of applications of CTI according to this kind of terrace. The customer service center should be a kind of according to the technical new comprehensive information service system of CTI.But in the traditional customer service center system of PBX, various applied software is constructed on the commutation system, for example function of ACD, interactive voice response - IVR etc. And, once involve the computer and telephone gather aspect, it can not depend another server of CTI or is to exchange the terrace not easily up increase a great deal of equipments. So, how to make the equipment of PBX, IVR, AGENT function mold piece combines together and is the module in the system organically around in the CTI of surroundings, biggest resources in better realization is excellent for the problem that our resolve.This text is from the total structure, circulate the process and advanced techniques to commence, the point lies in combining the concrete fulfillment, designed an according to technical customer service center system of CTI, that system makes use of several functions of communicate network and the computer network to gather well and the integrity that connect with the enterprise for the integral whole of the comprehensive information service system, provides various services for the customer high speed and abilities, and can abandon the irregularity that traditional customer service center.This text mainly carries on the research and design to following several aspects:First, it carried on the research of the system to the customer service center technique, particularly to carry on the thorough study according to the technical Call-Center of CTI.The second, according to the total design of the CTI technical the customer service center system, put forward the design way of thinking of the system from the technique possibility angle, whole structure of the demonstration system.