The Design And Implemention Of Virtual Call Center Based Intelligent Network

Call center is the most important communicating media between corporation and their customers. It can be used to effectively serve for customers, enrich marketing channel, improve reputation, and enhance competition force. The majority of existing call centers rely on Local Area Network in business enterprise and need to purchase certain switching equipments. The constitution of the call center system, which needs heavy investment, is complex. For the small and medium enterprise, call center's manpower cost, management cost and maintenance cost is a very big burden.In order to solve these problems, this thesis brings forward the concept of "virtual call center", which sets up call center in the form of intelligent network service. The call center function can be provided through loading service in the intelligent network. This way can not only make full use of the existing intelligent network resources but also save a great deal of investment and support cost. For the enterprise who want to establish call center, the call enter system is virtual, which exists in a remote place, but the customer-oriented service belongs to the enterprise, the customer is also belongs to the enterprise itself.Firstly, this thesis introduces the related technology of call center and the intelligent network technology. Then by Comparison and research between the both technology, It puts forward the design of virtual call center in the premise of non-changing the structure of existing Intelligent Network. Also it gives a detailed description about the network structure, the function division and the communication flow. On this basis, it expounds realization of each function entity in detail. Finally, it gives a brief analysis of virtual call center's advantage and shortage, and discusses its applied foreground.