The Design Of Banking Call Center System

With the globalization, internationalization of the market of the international economy, the banks of China is faced deep reform. Several facet of service is undergoing a revolutionary change. The mode of service also experienced the form of simple teller-service and telephone hotline, and now has developed into an all-round way system which can provide multiple services for their customers. It is an important task for the IT engineer of bank that how to use the new Information Technique to support the banking–service.Modern call center become customer key part, relation of administrative system as enterprise and customer way exchanged to go on. It utilizes Computer Telephony Integration (CTI) to communicate and combine with computer. Use the simple and convenient information of obtaining of the family, thus improved service quality, enhancement competitiveness to the customer, it reduce manage expenses, and can whole day round-the-clock service, with network technology globalization, especially swift and violent development of Internet technology, call center system is move towards the network technology by ordinary phone gradually, its communication means is traditional telephone, IP telephone, network website and set of the E-mail . It has incomparable advantage of traditional customer way.In this thesis, the basic conception, development trend and the technical contents of Call Center are described. The thesis also have the detailed analysis of the customer service demand of banking, give the the system platform design of call center of new generation according with the demands of B.O.C TianJin branch. The main research contents include:1. Further investigate the call center system structure, current situation and development trend.2. Has detailed description of key technology of call center, such as CTI, IVR, ACD and SoftSwitch.3. According to the current situation of B.O.C Tianjin Branch, combine the technological development trend of call center, propose the construction frame of the call center, including the system design, IP Switch design and application design etc.