Call Center Design And Implement Based CTI

CallCenter,as well as Customer Care Center,is an interactive incremental operation,which is based on communication and office equipments ,such as telephone,fax and computer.It is an integration of marketing telephony center,sale telephony center and service telephony center.Call Center is a new integration of information service based on Computer Telephony Integration technology, a CTI system, which is made up of voice technology, call control, computer network and database used of telecommunication network and computer network . It cooperates with enterprise intrinsic resource, to be a completely information service system, and to provide customers with kinds of services rapidly and effectively.The paper focuses on the situation of tobacco industry and dose some research and analysis against the having call center system.Then with thinging about the requirement and the real problem the I design a new call center architecture which has made some effective modifications to the original system.Meanwhile a call center database has been added to the CRM system database in order to share data with them.Compared with some existed call center systems which only offer the ability of dealing with calls from customs ,this one now can be called a new custom service system which not only provide the same functionality as the old ones but also support the other enterprise information systems with the one-hand data getten from the new architecture call center system.