Study On Hotline Call Center System Based On .Net Technology

Computer Telecommunication Integration (CTI) is a Combination of computer and telecommunication, The development of CTI and Call Center are closely related. Traditional Call Center is based on PSTN (Public Switched Telephone Network), The operator provides the information service for the customer by hearing the telephone. Along with the development of computer and communications technologies, Call Center has already adopted interactive voice response system and CTI technique.Service Hotline System is a service platform based on Call Center. Its technique mainly concentrated in Call Center, including the traditional telephone commutation technique, CTI technique and the latest network technique. This paper discussed a call center system, namely"96116"City Management Hotline System. Network Communication Module is the core part of this system, it carries out long-distance transission of informations, links the units located in different places together through the network and realizes office automation. Web Management Module is provided a friendly and convenient interface for the operators.As a field of the CTI application, It has been proven that the"96116"hotline call center system based on the mixed computing mode is robust and stable based on the customer's feedback.