| CTI is new developing computer and communication technology.Through using thelatest digital treatment technology, CTI becomesvery active application on the basis oftechnology of the computer,network and communication. The Call Center (CC) is a replying centerthat treats with the phone call from client. With the rapid developmentof telecommunication and computer, the solution based on CTI hasbeen become the primary solution of the CC. The CC collects a voicetechnology, computer network and database technology in theintegrative system. At the present stage, customer's service qualitybecomes the competition focus of the enterprises more and more. TheCC receives the attention of various fields as a bridge linking up thecustomer and enterprise.Combined with basic concept and development trend of CC in thepaper, practical application of CC concerning some key technology ,study on mainly about three aspects as follows:1.Research on optimization distribution of how to build andconfiguration between multiple CCCall center is chosen as destination platform to provideinformation service for enterprises and strengthen thecompetitiveness.It plays a more and more important role indevelopment strategy of the enterprises. some issues ofCC in overalllayout of enterprise is in essence distribution issue. there are manyascepts problems involved in distribution issue of CC .In order toanalyses of overall and quantification on distribution and capacityofCC . first, the issues should be transformed into satisfaction fortechnical requirement and service requirement in constraintcondition,it is a minimization problem of overall cost. total cost of CCis equal to the comprehensive of construction cost , maintenance cost , operation cost and transmission resourcesand of CC. under thebasic same constraint condition,the research target of seek theminimum overall cost in distributing scheme of CC in this paper.Application of linear programming methods to analysis the CCdistribution model ,to providing mathematical model for calculatingmethod of construction cost and operation cost.based on theoreticalmodel, the major conclusions are as follows:The more scale of regional division of CC ,the more economicaland reasonable of distribution.that can be obtained by model.whentotal planning regional is factorized into several blocks, the optimalsolutions must be the original planning issues of feasible solutions,that the value of the objective function is greater and cost is morewhen regional division is denser .under the condition that the demand of business is constant ,thescale of CC is reverse change compared with cost. Large-scale CC isrelatively more reasonable and higher overall efficiency of the systemin construction costs,operating costs and management costs . Inaddition, large-scale CC will have greater upgrade in all aspects ofwork efficiency and quality.Research on the model of general integer programming ,Not onlyprogramming the distribution of CC, can also be used as programmingmodel of other business system in enterprise. According toprogramming target ,when customer revises data and parameters,enterprises can be used to plan the distribution of other businesssystems, Distribution of IT systems is more scientific and morereasonable in large enterprises,it's helpful to the further optimumoperating costs and enhance enterprise value.2.Function design and planning of CC. Bank Customer Service Center is a synthesis telephone servicesystem of automatic voice service system, business representativesService system, incoming telegram service and dialing out service forbank's customer, utilizing the unified database, a computer telephoneintegration technique, with the functions of business processing,customer service and product marketing, it is the advanced phase ofdevelopment of customer service. By utilizing the computer telephonyintegration technique to achieve the customer voice and synchronoustransfer of customer data, service efficiency and service quality hasbeen greatly improved.Bank Call Centre system must be obey the principle of "unifiedplanning, unified planning, time implementation, step implementation", whole trip from the standpoint of the operational requirements ofdesign, planning. It is from business demand of whole bank to designand planning.the first stage: The basic service function of CC is realized and itsbasic platform is structured .the second stage: Other business function to be perfectgradually ,and building a multimedia electronic bank center.the third stage: Utilizing the technology of computer telephoneintegration and data warehouse to establish a perfect customerrelationship management.In the first stage of system design, basic function of CC includeautomatic consulting , inquiry, self-transfer, fax, SMS,emergencyreport of loss in debit card business;and artificial consultation,complaint suggestion, introduction of related financialproduct.Communication link layer, operationa support layer andapplication service layer are included in basic platform . 3.Developing and design for Front-End system of CCInterface system of CC and integrated accounting system of bankis key to the whole system , it involves with security and integrity oftransaction, and relates to security of bank accounting system. CC isnot directly to integrated accounting system for handle data, and mustfrom "Front-End system" to transforming and decoding of data. Using"Front-End system" to connect Bank business system with CC thatprovided hardware platforms by integrated company. "Front-Endsystem" provide a unified packet format as TCP/IP for external, andmanage the pretreatment of transaction data and data sourceconnection for each business system.The concept, technology evolution and development trend of CCis introduced in the paper, CC is an example, it has studied actualapplication issue of business function, distribution planning andinterface design. It is hoped that provide some help to enterprise users. |
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