Design And Implementation Of IVR Sub-System Of Call Center For China Net Communication

As the times progress and society advances, in a bid for higher competitiveness and enhancement of customer loyalty, the telecom operators must take full advantages of all kinds of new service means to set up Call Center centers around customers based on the CTI (Computer Telephone Integration) technique to meet the needs of increasing business requirements and changing business, Call Center can quite satisfied with the purpose and aim, and can boost the traditional business.With the development of mobile communication and computer technology, Call Center has convert to the stage of CTI from the first stage of telephone, and now being coming into third stage of internet, all kinds of techniques followed fast to realize this trends.So in this thesis author discusses Call Center and related technologies, design and realize the IVR subsystem based on the renovation project of Call Center for China Net Communication. This paper focus on the research of architecture of IVR(Interactive Voice Response) subsystem, mainly including the communication between CTI and IVR, the interface between IVR and application system, the communication interface between IVR and billing system and background DB2 database. On the base of introducing architecture and principle of IVR, fractionize the IVR business requirements from the whole demands of Call Center, design the IVR business flow, including application, state table, prompt, voice table, voice segment and the function of each interface, and also give some reason to the test result and analysis the causes, and put forward corresponding solutions.These papers also attempts to expound the whole architecture of CC and point out the key technology, the further research problems are also discussed in the end of this thesis.